Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer

Company: EY

Location: Singapore, Singapore

Job Type: Full-Time

Category: Customer Experience Design & Operations

Date Posted: 2026-08-31

Experience Level: 2-5 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and delivery of immersive client experiences within EY Wavespace ASEAN, leveraging business design, behavioral science, and gamification.

• Serve as the primary day-to-day interface for clients, managing the end-to-end process of planning, scoping, designing, and facilitating transformative sessions.

• Ensure a consistent and high-quality Wavespace experience by adhering to approved methodologies and best practices, integrating technology and creative elements effectively.

• Drive demand for Wavespace services by collaborating with internal EY teams and embedding the Wavespace brand into client engagements, ultimately influencing sales outcomes.

• Facilitate complex sessions across diverse industries, providing direction to production teams and ensuring seamless execution from logistics to documentation.

📝 Enhancement Note: This role is positioned within EY's Wavespace, a dedicated innovation and client engagement hub. While not a traditional Revenue or Sales Operations role, it heavily involves operationalizing client engagement experiences, requiring a strong understanding of process design, project management, and client relationship management. The focus on "designing experiences" and "curating sessions" aligns with operationalizing customer journeys and delivering measurable business outcomes through facilitated workshops.

📈 Primary Responsibilities

• Spearhead the creation and execution of transformative client experiences within the EY Wavespace framework, employing methodologies like business design, behavioral science, and gamification.

• Take ownership of the entire client engagement lifecycle, from initial scoping and design to facilitation and post-session logistics and documentation.

• Maintain rigorous oversight of technology application, session design processes, and creative elements to ensure all Wavespace experiences meet and exceed client expectations.

• Facilitate a wide array of simple to complex sessions, adapting to various industries and client objectives with creative problem-solving.

• Collaborate closely with internal EY account teams and service lines to integrate Wavespace offerings into their growth strategies and client account plans.

• Support the development of a robust pipeline of demand for Wavespace services, ensuring client engagements translate into tangible business results and influenced sales.

• Act as a subject matter expert in collaborative work domains, including Design Thinking, knowledge management, and other foundational models underpinning the Wavespace approach.

• Provide clear direction and constructive performance feedback to production teams responsible for supporting session execution.

• Champion the Wavespace brand and methodology within target accounts, fostering strong relationships with internal stakeholders and external clients.

• Ensure all operational aspects of session delivery, including logistics, technical setup, and comprehensive documentation, are managed efficiently and effectively.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design, hands-on facilitation, and client management, which are critical operational functions for a client-facing service delivery team. The emphasis on "influencing sales" and "building a pipeline" connects this design-focused role to business development operations.

🎓 Skills & Qualifications

Education:

• Bachelor's Degree Experience:

• Minimum of 3 years of progressive work experience in facilitation, Customer or User Experience Strategy/Research, Business Strategy, Product Design, or Design Planning.

• Proven experience in consulting, a dedicated CX practice within a Fortune 500 firm, or an agency environment with a focus on media management or digital creative experiences in a client-facing capacity. Required Skills:

• Exceptional facilitation and communication skills, with a demonstrated enthusiasm for exploring and adopting new facilitation techniques.

• Proficiency in using interactive technology and collaboration tools, with a particular emphasis on platforms like Mural.

• Solid understanding of Design Thinking, System Thinking, and Service Design principles.

• Strong project management capabilities, including the ability to manage scope, timelines, and resources effectively.

• Advanced stakeholder management skills, with a proven ability to navigate complex organizational structures and build consensus.

• Demonstrated ability to quickly grasp diverse client objectives and apply creative problem-solving to translate them into engaging, impactful workshops.

• Capacity to identify emerging trends and synthesize information from various business areas to inform experience design.

• Strong business acumen and in-depth knowledge of at least one industry sector. Preferred Skills:

• Advanced proficiency with design technologies such as Adobe Creative Suite, Axure, InVision, Keynote, OmniGraffle, or Sketch.

• Cross-functional experience collaborating with internal and third-party development teams.

• Project management experience gained from working with creative agencies, brands, or in a consulting capacity.

• Broad domain knowledge across a variety of complementary areas relevant to client transformation.

• Proven track record of developing and implementing strategies that have delivered significant business results for clients.

• Experience in people management, including leading project teams and direct reports.

• Ability to foster an innovative, inclusive, and team-oriented work environment.

• Experience in fast-paced, dynamic environments such as start-ups or SMEs.

• Familiarity with prototyping, rolling out pilot programs, or ecosystem building.

📝 Enhancement Note: The combination of design methodologies, technical tool proficiency, and business acumen is crucial for this role, mirroring the multi-faceted demands of operations professionals who bridge creative strategy with practical execution. The emphasis on "translating business requirements and goals" into "differentiated design solutions" is a core operations function.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3 years of experience in designing and facilitating client-facing experiences, demonstrating a clear progression of responsibilities and impact.

• Include detailed case studies of past client engagements, highlighting the initial business challenge, the design process employed (e.g., Design Thinking, gamification), the facilitation approach, and the ultimate outcomes.

• Demonstrate proficiency in translating complex business objectives into actionable workshop agendas, interactive activities, and deliverable outputs.

• Provide examples of how you have leveraged technology and collaboration tools (e.g., Mural) to enhance participant engagement and drive session effectiveness.

• Highlight instances where you have managed multiple client engagements concurrently, showcasing your project management and organizational skills. Process Documentation:

• Documented experience in developing and refining standardized methodologies for designing and delivering immersive client experiences.

• Examples of process documentation related to client onboarding, needs assessment, agenda creation, session facilitation, and post-session reporting.

• Evidence of creating templates or frameworks for experience design, including participant journey maps, workshop activity guides, and output summaries.

• Records of process improvements implemented to enhance efficiency, scalability, or client satisfaction within a design or facilitation context.

📝 Enhancement Note: For a role focused on designing and delivering experiences, a strong portfolio is paramount. It should not only showcase creative output but also the structured, repeatable processes and methodologies used to achieve consistent, high-quality results, akin to operationalizing a service delivery framework.

💵 Compensation & Benefits

Salary Range:

The estimated salary range for a Customer Experience Designer in Singapore typically falls between SGD 65,000 to SGD 95,000 annually, depending on the candidate's specific experience, qualifications, and the exact scope of responsibilities within EY.

Benefits:

• Comprehensive Health Insurance: Including medical, dental, and vision coverage.

• Retirement Savings Plan: Contributions to a national savings scheme or company-sponsored pension fund.

• Paid Time Off: Generous annual leave, sick leave, and public holidays.

• Professional Development: Opportunities for training, certifications, and continuous learning in design, facilitation, and consulting.

• Flexible Work Arrangements: Hybrid work model allowing for a balance between in-office collaboration and remote work.

• Employee Assistance Program (EAP): Confidential support services for personal and professional well-being.

• Performance-Based Bonuses: Potential for additional compensation based on individual and company performance.

• Global Mobility Opportunities: Possibility to work on international projects or transfer to other EY offices. Working Hours:

• Standard working hours are typically 40 hours per week, Monday to Friday.

• Flexibility is expected to accommodate client needs, which may occasionally require working outside of standard hours or on weekends for session delivery.

📝 Enhancement Note: Salary ranges are estimated based on market data for similar roles in Singapore, considering the experience level and the reputation of a global firm like EY. Benefits are standard for professional roles in multinational corporations, with a focus on professional development which is key for experience design roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services (Consulting, Assurance, Tax, Strategy, Transactions)

Company Size: Large (Over 10,000 employees globally)

Founded: 1989 (merger of Ernst & Whinney and Arthur Young)

Team Structure:

• The EY Wavespace ASEAN team is likely a specialized unit focused on client innovation and transformation.

• Members may include experience designers, facilitators, business strategists, technology specialists, and project managers.

• The structure is likely matrixed, with designers reporting to a Wavespace lead while collaborating closely with client-serving teams across EY's service lines.

• Cross-functional collaboration is a cornerstone, involving deep partnerships with consultants, industry experts, and technology advisors within EY. Methodology:

• EY Wavespace emphasizes a human-centered approach, combining Design Thinking, agile methodologies, and data analytics to solve complex client challenges.

• Immersive programs are designed to foster collaboration, innovation, and strategic clarity for clients.

• The use of technology, including AI and immersive environments, is central to creating impactful experiences.

• A strong focus on measurable business outcomes and client satisfaction drives the design and delivery process.

Company Website: https://www.ey.com/

📝 Enhancement Note: EY's culture is known for its global reach, diverse talent pool, and commitment to building a better working world. The Wavespace initiative represents a strategic investment in client innovation and experience design, signaling a forward-thinking and client-centric operational approach.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Professional

This role is for an individual with a solid foundation (3+ years) in design, facilitation, and client-facing consulting. It involves taking significant ownership of client engagements and contributing to the strategic direction of the Wavespace offering. The role requires a blend of creative expertise and operational discipline to manage complex projects and stakeholder relationships.

Reporting Structure:

The Customer Experience Designer will likely report to a Manager or Senior Manager within the EY Wavespace ASEAN team. They will collaborate extensively with client account teams, other EY service line professionals, and potentially external partners.

Operations Impact:

This role directly impacts EY's client relationships and revenue generation by designing and delivering high-value, transformative experiences. Successful client engagements can lead to further consulting opportunities, enhanced client loyalty, and positive brand perception for EY. The operational efficiency of designing and delivering these experiences is key to profitability and scalability.

Growth Opportunities:

• Specialization: Deepen expertise in specific design methodologies (e.g., behavioral economics, advanced gamification) or industry sectors.

• Leadership: Progress to Senior Experience Designer, leading larger and more complex client engagements, and potentially managing a team of designers.

• Cross-Functional Roles: Transition into broader consulting roles within EY, leveraging design and facilitation skills in strategy, transformation, or customer experience advisory projects.

• Program Management: Move into roles focused on operationalizing and scaling the Wavespace offering across the ASEAN region or globally.

• Learning & Development: Access EY's extensive global learning programs, certifications, and knowledge-sharing platforms to continuously enhance skills.

📝 Enhancement Note: The career path in a role like this within a large consulting firm involves developing both deep domain expertise in experience design and broad operational skills in client management and service delivery. Growth is often tied to demonstrable impact on client outcomes and the ability to lead and mentor others.

🌐 Work Environment

Office Type: Professional Services Firm

The role is based within EY's Singapore office, which is a modern, professional environment designed to support client interactions and collaborative work.

Office Location(s):

Singapore (Specific address provided as SG, 048583, likely within a central business district).

Workspace Context:

• Collaborative Spaces: Access to well-equipped meeting rooms, breakout areas, and innovation labs (Wavespace) designed for workshops, brainstorming, and client presentations.

• Technology Enabled: The workspace will feature advanced AV equipment, high-speed internet, and access to digital collaboration tools essential for designing and delivering hybrid or virtual experiences.

• Team Interaction: Opportunities for regular interaction with colleagues from the Wavespace team and other EY departments, fostering knowledge sharing and a dynamic work atmosphere.

• Client-Facing Focus: The environment is geared towards hosting clients, requiring a professional and polished presentation at all times.

Work Schedule:

The role operates on a hybrid model, allowing for a balance between in-office presence for collaboration and client-facing activities, and remote work for focused design tasks and personal flexibility. Adherence to client project timelines will be paramount.

📝 Enhancement Note: The hybrid work environment is typical for consulting firms, emphasizing the need for effective remote collaboration tools and in-office presence for crucial client and team interactions. The focus on "Wavespace" suggests dedicated innovation hubs within the office.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: HR or Talent Acquisition will review applications for basic qualifications and alignment with the role.

2. Hiring Manager Interview: A discussion with the hiring manager to assess experience, understanding of CX design principles, facilitation skills, and cultural fit. This may include behavioral questions.

3. Portfolio Presentation/Workshop Simulation: Candidates will likely be asked to present a portfolio showcasing past work, or participate in a simulated client workshop/design challenge. This assesses practical application of skills, problem-solving abilities, and facilitation techniques.

4. Team/Stakeholder Interviews: Interviews with other members of the Wavespace team or senior EY professionals to evaluate collaboration potential and broader business acumen.

5. Final Interview/Offer: A concluding discussion, potentially with a senior leader, leading to an offer.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by client type, project complexity, or methodology used (e.g., Design Thinking, gamification).

• Storytelling: For each case study, clearly articulate the client's challenge, your specific role and contributions, the process you followed, the tools and techniques you employed, and the measurable impact or outcomes achieved. Quantify results wherever possible.

• Visuals: Include relevant visuals such as journey maps, wireframes, workshop outputs, or photos of facilitated sessions (with client permission).

• Process Focus: Emphasize your understanding of the "how" – your design process, facilitation techniques, and project management approach. This is critical for an operations-minded role.

• Adaptability: Be prepared to discuss how you adapt your approach to different industries, client needs, and team dynamics.

Challenge Preparation:

• Design Thinking: Be ready to articulate your understanding and application of Design Thinking principles. Practice walking through a typical Design Thinking process.

• Facilitation Scenarios: Prepare for scenarios where you might need to handle difficult participants, manage time constraints, or pivot during a session.

• Client Objectives: Practice translating broad client objectives (e.g., "increase innovation," "improve customer retention") into specific workshop activities and desired outcomes.

• Collaboration Tools: Be familiar with platforms like Mural, Miro, or similar tools, and be ready to demonstrate your proficiency in using them for collaborative design and facilitation.

📝 Enhancement Note: The interview process for a design and facilitation role in a consulting environment will heavily weigh practical application and problem-solving. A strong portfolio that demonstrates structured thinking and measurable impact is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration Platforms: Mural, Miro, or similar digital whiteboarding and collaboration tools are essential for virtual and hybrid session design and facilitation.

• Design Software: Proficiency in tools like Adobe Creative Suite (Illustrator, Photoshop, InDesign), Sketch, Axure, or InVision for creating visual assets, prototypes, and design mockups.

• Presentation Software: Advanced use of Keynote, PowerPoint, or Google Slides for creating compelling client presentations and workshop materials.

• Project Management Tools: Familiarity with tools like Asana, Trello, Jira, or Microsoft Project for managing project timelines, tasks, and deliverables.

Analytics & Reporting:

• Experience with tools for gathering and analyzing feedback (e.g., survey tools like SurveyMonkey, Typeform).

• Ability to interpret qualitative data from workshops and synthesize it into actionable insights.

• Familiarity with CRM systems (e.g., Salesforce) for understanding client account context, though direct management may not be required. CRM & Automation:

• While not a primary focus, an understanding of how customer data is managed and utilized within CRM systems can be beneficial for designing client-centric experiences.

• Awareness of workflow automation tools may be helpful in understanding how to streamline internal processes related to session delivery.

📝 Enhancement Note: Proficiency in collaboration and design tools is non-negotiable. The ability to leverage technology to enhance the client experience and streamline operational processes is a key differentiator.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A deep commitment to understanding and exceeding client expectations, ensuring every experience is designed with the client's needs and goals at its core.

• Innovation: A drive to explore new methodologies, technologies, and creative approaches to deliver cutting-edge client experiences.

• Collaboration: A strong belief in the power of teamwork, fostering an inclusive environment where diverse perspectives are valued and leveraged to achieve collective success.

• Excellence: A dedication to high-quality execution, meticulous planning, and continuous improvement in all aspects of experience design and delivery.

• Impact-Driven: A focus on delivering tangible business results and demonstrating the value of Wavespace engagements through measurable outcomes.

Collaboration Style:

• Cross-Functional Integration: Actively partners with EY service lines, account teams, and subject matter experts to ensure integrated and holistic client solutions.

• Open Communication: Encourages transparent dialogue, active listening, and constructive feedback to build strong working relationships and optimize outcomes.

• Shared Ownership: Promotes a sense of collective responsibility for client success, encouraging team members to support each other and contribute to shared goals.

• Agile & Iterative: Embraces a flexible and adaptive approach, willing to iterate on designs and processes based on feedback and evolving client needs.

📝 Enhancement Note: The culture emphasizes a blend of creative innovation and disciplined execution, critical for a client-facing operational role within a professional services firm.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Creativity and Scalability: Effectively translating innovative design concepts into repeatable, scalable processes that can be applied across diverse client engagements and industries.

• Managing Diverse Stakeholder Expectations: Navigating complex client organizations with varying priorities, technical understanding, and levels of engagement.

• Measuring Impact: Quantifying the ROI and business impact of facilitated experiences, which can sometimes be qualitative or long-term.

• Adapting to Evolving Technologies: Staying abreast of new collaboration tools, AI advancements, and virtual facilitation techniques to continuously enhance client experiences.

• Driving Demand: Proactively engaging internal EY teams and clients to build a consistent pipeline of opportunities for Wavespace services.

Learning & Development Opportunities:

• Advanced Facilitation Techniques: Access to specialized training and certifications in areas like gamification, behavioral economics, and advanced Design Thinking.

• Industry Expertise: Opportunities to gain in-depth knowledge of various industry sectors through client engagements and internal EY resources.

• Technology Adoption: Training on new and emerging collaboration technologies and digital tools for immersive experiences.

• Leadership Development: Programs focused on strategic thinking, client relationship management, and team leadership within a consulting context.

• Global Network Access: Leveraging EY's extensive global network for knowledge sharing, best practices, and potential international project involvement.

📝 Enhancement Note: The challenges and growth opportunities highlight the dynamic nature of experience design in a consulting environment, requiring continuous learning and adaptation to drive both client success and personal career advancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used Design Thinking to solve a complex business problem for a client. What was your process, and what was the outcome?" (Focus on your structured approach, problem-solving, and measurable results.)

• "How do you ensure a consistent and high-quality client experience when facilitating sessions, especially in a hybrid or virtual format?" (Highlight your process, attention to detail, and use of technology.)

• "Walk me through your approach to translating a client's broad objectives into a specific, engaging workshop agenda." (Demonstrate your ability to scope, design, and plan.) Company & Culture Questions:

• "What do you know about EY Wavespace and its role within EY's broader client strategy?" (Research the Wavespace mission, values, and recent projects.)

• "How would you foster an innovative and inclusive team environment, both within the Wavespace team and with client participants?" (Align your answer with EY's stated values and your own collaborative style.)

• "How do you measure the success and business impact of the experiences you design and facilitate?" (Be prepared to discuss metrics, feedback, and long-term client value.) Portfolio Presentation Strategy:

• Conciseness: Focus on your most impactful projects. Aim for 3-5 strong case studies that showcase a range of skills and experiences.

• Narrative: Tell a compelling story for each project – problem, solution, execution, results. Clearly define your role and contributions.

• Process Emphasis: Highlight the methodologies and operational processes you followed. This is crucial for demonstrating your ability to deliver consistently.

• Visual Aids: Use clear, professional visuals that support your narrative without overwhelming the audience.

• Q&A Readiness: Anticipate questions about your design choices, facilitation decisions, and how you handled challenges.

📝 Enhancement Note: Preparation should focus on demonstrating both creative design thinking and robust operational execution. Be ready to articulate your process, showcase tangible results, and align your approach with EY's client-centric and innovation-focused culture.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the official EY Careers portal via the provided link.

• Portfolio Customization: Tailor your resume and cover letter to highlight specific experiences in facilitation, client engagement design, and project management, aligning them with the responsibilities and qualifications outlined in this job description.

• Resume Optimization: Ensure your resume clearly showcases achievements related to client satisfaction, process improvement, and the successful delivery of transformative experiences, using keywords from the job posting.

• Portfolio Preparation: Curate a digital portfolio that effectively demonstrates your design process, facilitation skills, and the impact of your past work. Be prepared to present specific case studies during the interview process.

• Company Research: Thoroughly research EY, the Wavespace initiative, and its strategic objectives in ASEAN. Understand EY's values and how they align with your own professional approach.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions to provide a comprehensive view. All details should be verified directly with EY during the application and interview process.