Customer Experience Design Lead (Bilingual English/French)

About the role

We are looking for a Customer Experience Design Lead who will shape end‑to‑end journeys across physical, digital and human touchpoints. The role requires fluency in English and French and a strong background in service‑design thinking to ensure experiences scale intentionally as the business grows.

Key responsibilities

• Map and design customer journeys throughout the lifecycle, from acquisition to retention.
• Capture current (as‑is) journeys and create future (to‑be) experiences that align with customer expectations and business value.
• Identify friction points and co‑design solutions with Service Excellence, Operations and Product teams.
• Own journey‑mapping tools and develop customer‑facing processes, scripts and self‑service experiences across channels.
• Lead human‑centred design initiatives using VOC and insights data, prototype concepts and test before rollout.
• Facilitate workshops with cross‑functional teams to build awareness, capability and buy‑in.
• Ensure design consistency and localisation across multiple countries.
• Manage project‑based execution, business case development, piloting and testing.
• Partner with CX Operations, Product and Tech on app, IVR and digital touchpoint design.
• Drive change management, capability building and metric tracking to improve experience and cost‑to‑serve.

Required profile

• Bachelor’s degree in Technology, Mathematics, Sciences or a related field.
• 5+ years of experience in CX, Service Design, Journey Design or UX‑adjacent roles.
• Fluency in written and spoken English and French.
• Certification in Project Management, Service Design or UI‑UX Design is a plus.

Required skills

• Journey mapping
• Service blueprinting
• Design‑thinking methodologies