Experience Design Manager- CX

📍 Job Overview

Job Title: Experience Design Manager - CX

Company: RSM US LLP

Location: Miami, FL, United States (with flexibility for Chicago, IL; Minneapolis, MN; Tampa, FL; McLean, VA)

Job Type: Full-Time

Category: Customer Experience (CX) Operations / Service Design

Date Posted: May 19, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Design, operationalize, and continuously improve differentiated client experiences aligned with enterprise CX strategy, focusing on service design and journey mapping.

• Translate client insights, behavioral signals, and operational data into actionable experience improvements and scalable service models.

• Partner cross-functionally with Client Service, Digital, Operations, and Lines of Business (LoBs) to embed experience design principles into daily operations and platforms.

• Define and document standards of care, experience principles, and playbooks to ensure consistent client engagement across the organization.

• Utilize CX metrics (NPS, CSAT, retention) to monitor experience performance and drive iterative improvements.

📝 Enhancement Note: While the title is "Experience Design Manager," the core responsibilities and required skills heavily lean into the operationalization and continuous improvement aspects of Customer Experience (CX). This role bridges design thinking with practical execution, making it a strong fit for operations professionals with a CX focus. The emphasis on translating insights into scalable models and embedding designs into existing processes highlights a strong operational component.

📈 Primary Responsibilities

• Design end-to-end client journeys and service delivery models tailored to specific client segments, ensuring clear differentiation and value proposition.

• Translate Voice of the Customer (VoC) data, operational metrics, and behavioral signals into concrete experience enhancements, updated service standards, and prioritized initiatives.

• Collaborate closely with Client Service, Digital, Operations, LoBs, and Insights teams to integrate experience design principles into existing processes, digital platforms (e.g., myRSM), and overall ways of working.

• Develop and document comprehensive standards of care, experience principles, and standardized playbooks to facilitate consistent and high-quality client interactions across all business units.

• Facilitate impactful workshops and design sessions, such as service design sprints, to foster co-creation and alignment among diverse cross-functional stakeholders.

• Monitor the performance of designed client experiences by tracking key CX metrics (e.g., Net Promoter Score - NPS, Customer Satisfaction - CSAT, client retention indicators) and implement data-driven iterations for continuous improvement.

• Other duties as assigned to support the CX and operations objectives of the firm.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design and tactical implementation. For operations professionals, this means leveraging analytical skills to interpret client data and then applying project management and process design methodologies to create and embed new client experience protocols. The "other duties as assigned" clause suggests a dynamic role where adaptability and a proactive approach to operational challenges are valued.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree required in Business, Marketing, Design, CX, or a related field.

• Master’s degree preferred.

• Certifications in Human-Centered Design, Service Design, or Customer Experience (CX) are preferred.

Experience:

• 5–8+ years of progressive experience in Customer Experience (CX), Service Design, Product Design, or a closely related operational field.

• Demonstrated success in designing and implementing comprehensive end-to-end client experiences or robust service delivery models.

• Proven ability to thrive and deliver results within cross-functional, matrixed organizational structures.

• Experience in professional services or B2B environments is highly preferred.

Required Skills:

• Strong proficiency in service design methodologies, client journey mapping, and developing experience frameworks.

• Ability to effectively translate complex insights (qualitative and quantitative) into practical, scalable, and implementable solutions.

• A data-driven mindset with a proven ability to synthesize diverse inputs, including client feedback, operational data, and behavioral signals.

• Exceptional stakeholder engagement and facilitation skills, with the ability to influence and collaborate across various levels and functions.

Preferred Skills:

• Familiarity with leading CX platforms such as Qualtrics, Medallia, or similar tools.

• Solid understanding of design thinking methodologies and their application in business contexts.

• Experience integrating CX principles into digital platforms, product design, and user interface/user experience (UI/UX) initiatives.

📝 Enhancement Note: The "Required Skills" section, particularly "Ability to translate insights into practical, scalable solutions" and "Data-driven mindset," directly appeals to operations professionals. The emphasis on stakeholder engagement and communication is also critical for roles that bridge technical execution with business strategy. The preference for CX platforms points towards a need for familiarity with tools that manage customer feedback and journey analytics.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of designed client journeys, clearly illustrating the "before" and "after" states and the impact of the improvements.

• Include case studies demonstrating the translation of client insights (e.g., survey data, operational metrics, behavioral analysis) into actionable service improvements or new service models.

• Present documentation of defined "standards of care" or experience principles, outlining how these were developed and implemented across a team or business unit.

• Provide evidence of cross-functional collaboration in design and implementation phases, highlighting your role in facilitating workshops or driving consensus.

Process Documentation:

• Examples of how you have documented service delivery models, including workflow diagrams, process maps, and standard operating procedures (SOPs).

• Evidence of creating "playbooks" or guides that enable consistent execution of client experience standards by front-line teams.

• Documentation of how you have integrated CX considerations into existing operational processes or technology platforms.

📝 Enhancement Note: For an Experience Design Manager role with strong operational components, a portfolio is crucial. It should not only display design artifacts but also demonstrate the operational rigor behind them – how these designs were implemented, scaled, and measured. Operations candidates should focus on showcasing their ability to create sustainable processes and drive measurable improvements through their design work.

💵 Compensation & Benefits

Salary Range: $88,400 - $150,700 USD per year.

Benefits:

• Comprehensive Health Insurance options.

• Flexible Schedule to support work-life balance.

• Discretionary Bonus potential based on firm and individual performance.

• Competitive Total Rewards package, as detailed on RSM's careers benefits page.

Working Hours: Typically 40 hours per week, with flexibility offered to balance personal and professional demands while ensuring client service continuity.

📝 Enhancement Note: The salary range is broad, reflecting the potential for candidates with varying levels of experience within the 5-10 year window and across the multiple listed locations, which may have different cost-of-living adjustments. The inclusion of a discretionary bonus indicates a performance-driven compensation structure, common in client-facing and operational roles. The emphasis on a flexible schedule, while still maintaining client service, is a key benefit for operations professionals who need to manage both project work and ongoing support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services (Accounting, Tax, Consulting). RSM is positioned as a leading provider to the middle market globally, aiming to instill confidence and empower clients and people.

Company Size: Large Enterprise (Likely 10,000+ employees globally, based on "leading provider globally"). This size implies established processes but also opportunities for significant impact through well-defined operational improvements.

Founded: While not explicitly stated, RSM has a long history, with its origins tracing back to 1964. This suggests a stable organization with a mature approach to business operations.

Team Structure:

• The CX team likely operates within a broader Operations or Client Service function, consisting of specialists in experience design, journey mapping, data analytics, and CX program management.

• Reporting structure will likely involve a Director or VP of CX/Operations, with the Experience Design Manager leading specific design initiatives and potentially influencing individuals or project teams.

Methodology:

• Data analysis and insights are central, using VoC, operational data, and behavioral signals to inform strategic decisions and design improvements.

• Workflow planning and optimization are key, focusing on creating scalable service models and embedding design into existing processes.

• Automation and efficiency practices are implied through the need for scalable solutions and integration into digital platforms like myRSM, although not explicitly detailed as a core function of this specific role.

Company Website: https://rsmus.com/

📝 Enhancement Note: As a large professional services firm, RSM likely has a structured yet collaborative environment. For an operations role, understanding the matrixed structure and the importance of influencing without direct authority is key. The "middle market focus" suggests a pragmatic approach to client service, where efficiency and measurable value are paramount.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level management position. It requires significant experience (5-8+ years) and the ability to operate independently, design complex solutions, and influence cross-functional stakeholders. It's a role focused on strategic execution and operational improvement within the CX domain.

Reporting Structure: The Experience Design Manager likely reports to a senior leader within CX, Operations, or potentially a dedicated Client Service function. They will collaborate extensively with peers in Digital, LoBs, and other operational departments.

Operations Impact: This role directly impacts client satisfaction, loyalty, and retention by improving the quality and consistency of client experiences. By operationalizing CX strategy, it contributes to client growth, reduces service friction, and enhances the firm's reputation, ultimately driving revenue and profitability.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, journey mapping, and CX metrics, potentially leading to specialization in areas like CX transformation strategy or customer journey orchestration.

• Leadership Development: Transition into roles with direct reports, such as leading a team of CX specialists or managing larger, more complex CX initiatives and programs.

• Cross-Functional Leadership: Move into broader operational leadership roles, applying CX principles to other areas of client engagement or internal process optimization.

• Industry Expertise: Become a recognized expert in CX within the professional services sector, potentially speaking at industry events or contributing to thought leadership.

📝 Enhancement Note: For operations professionals, this role offers a clear path for growth within CX or into broader operational management. The emphasis on measurable impact and cross-functional influence provides a solid foundation for future leadership opportunities.

🌐 Work Environment

Office Type: On-site. The role is based in one of RSM's designated offices (Miami, Chicago, Minneapolis, Tampa, or McLean), indicating a preference for in-person collaboration and direct team interaction.

Office Location(s): Miami, FL; Chicago, IL; Minneapolis, MN; Tampa, FL; McLean, VA. This offers geographical flexibility for candidates.

Workspace Context:

• The workspace is expected to be collaborative, fostering interaction with colleagues from various departments to facilitate the design and implementation of client experiences.

• Access to standard office technology, including project management tools and potentially CX-specific software, will be available to support daily tasks.

• Opportunities for direct engagement with client service teams and operational stakeholders will be frequent, enabling a hands-on approach to problem-solving and process improvement.

Work Schedule: A standard 40-hour work week is typical, with an emphasis on flexibility that allows employees to manage personal commitments without compromising client service delivery or project deadlines. This balance is crucial for roles that involve both proactive design work and reactive problem-solving.

📝 Enhancement Note: The on-site requirement suggests that in-person collaboration, team dynamics, and direct mentorship are considered important for this role. Candidates should be prepared for a traditional office-based work environment, with the understanding that flexibility might be offered around specific hours or days as needed, provided operational needs are met.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely review applications and conduct a brief screening call to assess basic qualifications and cultural fit.

• Hiring Manager Interview: This interview will focus on your experience in CX, service design, and operationalizing strategies. Expect questions about your approach to client journeys, handling insights, and cross-functional collaboration.

• Portfolio Review & Presentation: You will likely be asked to present a portfolio showcasing your relevant work. This is a critical stage where you'll demonstrate your design thinking, process implementation skills, and ability to articulate results. Be prepared to discuss specific case studies in detail.

• Cross-Functional/Team Interviews: Interviews with peers or leaders from client service, digital, or other operational teams to assess collaboration style and ability to integrate CX into their workflows.

• Final Interview: Potentially with a senior leader to discuss strategic alignment, leadership potential, and overall fit within the organization.

Portfolio Review Tips:

• Structure for Operations: Beyond visual designs, highlight the process behind your work. Clearly articulate the problem, your methodology (including data used), the solution, the implementation challenges, and the measurable operational impact (e.g., efficiency gains, reduced friction, improved CSAT).

• Quantify Impact: Use metrics (NPS, CSAT, retention rates, process cycle times, cost savings) to demonstrate the ROI of your CX initiatives. Show how your designs translated into tangible business outcomes.

• Showcase Collaboration: Include examples where you successfully partnered with IT, operations, sales, or marketing teams. Explain how you managed stakeholders, built consensus, and drove adoption of new processes.

• Tailor to RSM: Research RSM's client base and service offerings. Frame your experience and portfolio examples to align with the firm's mission and the challenges faced by professional services clients.

Challenge Preparation:

• Prepare to discuss how you would approach designing or improving a specific client journey for a professional services firm.

• Be ready to analyze a hypothetical CX problem and propose operational solutions, detailing implementation steps and success metrics.

• Practice articulating your experience design philosophy and how it aligns with driving business results and operational efficiency.

📝 Enhancement Note: The portfolio review is highlighted as critical. Operations candidates should focus on demonstrating not just design acumen but also their ability to manage projects, implement processes, measure outcomes, and drive operational efficiency through CX initiatives. This is where they can differentiate themselves by showcasing their operational rigor.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Journey Mapping Tools: Familiarity with tools like Miro, Lucidchart, Smaply, or similar for visual collaboration, diagramming, and journey mapping.

• Project Management Software: Proficiency in tools like Asana, Jira, Monday.com, or Microsoft Project for managing design initiatives, tracking progress, and coordinating cross-functional efforts.

• Presentation Software: Advanced skills in PowerPoint or Google Slides for creating compelling executive-level presentations and portfolio showcases.

Analytics & Reporting:

• CX Platforms: Preferred experience with platforms like Qualtrics, Medallia, SurveyMonkey, or similar for collecting and analyzing customer feedback (VoC), NPS, CSAT, and other CX metrics.

• Data Analysis Tools: Ability to work with data from CRM systems (e.g., Salesforce, Microsoft Dynamics) and potentially BI tools (e.g., Tableau, Power BI) to extract insights from operational and behavioral data.

• Reporting Dashboards: Experience in developing or utilizing dashboards to track CX performance and communicate key findings to stakeholders.

CRM & Automation:

• CRM Systems: Understanding of how CX integrates with CRM platforms (e.g., Salesforce) for client data management and personalized experiences.

• Workflow Automation: While not explicitly a core responsibility, familiarity with how CX improvements can leverage automation within existing business processes is beneficial.

• Integration Tools: Awareness of how CX initiatives might interact with or require integration between different business systems.

📝 Enhancement Note: For operations-focused candidates, demonstrating proficiency with the analytical and project management aspects of these tools is key. While design tools are relevant, the ability to leverage data and manage projects to implement those designs is paramount. Highlighting experience with CX platforms and CRM systems will be particularly valuable.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A deep commitment to understanding and improving the client experience, ensuring that all operational decisions prioritize client satisfaction and value.

• Data-Driven Decision Making: A culture that relies on robust data analysis (VoC, operational metrics, behavioral insights) to inform strategy, prioritize initiatives, and measure success.

• Collaboration & Partnership: Emphasis on working effectively across departments, fostering strong relationships with LoBs, Digital, and Client Service teams to achieve shared CX goals.

• Continuous Improvement & Agility: A proactive mindset towards identifying opportunities for process optimization, embracing iterative design, and adapting to evolving client needs and market dynamics.

• Accountability & Ownership: Taking responsibility for the design, implementation, and ongoing performance of client experiences, driving initiatives from concept to measurable impact.

Collaboration Style:

• Cross-Functional Integration: A strong emphasis on breaking down silos and integrating CX principles into the daily operations and strategic planning of all client-facing and supporting functions.

• Process Review & Feedback: An open culture for constructive feedback on existing processes and proposed solutions, encouraging dialogue to refine designs and implementation strategies.

• Knowledge Sharing: Practices that promote the sharing of best practices, insights, and lessons learned across teams to elevate the collective understanding and application of CX principles.

📝 Enhancement Note: The values emphasize a blend of strategic thinking and operational execution. Operations professionals will find alignment with the data-driven approach, continuous improvement mandate, and the necessity of cross-functional collaboration to drive tangible results.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Design with Operational Reality: Translating sophisticated experience designs into scalable, practical, and cost-effective operational processes within a large firm.

• Driving Adoption Across Diverse Business Units: Gaining buy-in and ensuring consistent implementation of new CX standards across various Lines of Business, each with unique operational nuances.

• Measuring Impact in a Complex Environment: Attributing specific CX improvements to business outcomes (e.g., revenue, retention) amidst numerous influencing factors in a professional services context.

• Keeping Pace with Evolving CX Technologies & Client Expectations: Continuously updating knowledge and adapting strategies to leverage new tools and meet the increasing demands of clients for seamless digital and human experiences.

Learning & Development Opportunities:

• Operations Skill Advancement: Access to training and resources in advanced service design, journey orchestration, CX analytics, and operational process improvement methodologies.

• Industry Certifications & Conferences: Support for obtaining relevant certifications (e.g., CXPA) and attending industry events to stay abreast of best practices and network with peers.

• Leadership Mentorship: Opportunities to be mentored by senior CX or operations leaders, gaining insights into strategic decision-making and career progression within the firm.

• Exposure to Digital Transformation: Involvement in projects that integrate CX with digital initiatives, offering exposure to cutting-edge technology and modernization efforts.

📝 Enhancement Note: The challenges highlighted are typical for operationalizing CX in large organizations. The growth opportunities focus on developing both specialized CX skills and broader operational leadership capabilities, making it an attractive role for career development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex client journey you've designed or significantly improved. What data did you use, what were the operational challenges in implementation, and what were the measurable outcomes?" (Focus on process, data, and impact).

• "How do you translate client insights and behavioral signals into actionable, scalable service models for a large organization? Provide a specific example." (Emphasize operational scalability and practical application).

Company & Culture Questions:

• "Based on your understanding of RSM and the professional services industry, what do you see as the biggest CX opportunities and challenges for the firm?" (Show research and strategic thinking).

• "How do you approach building relationships and influencing stakeholders across different departments (e.g., Client Service, Digital, LoBs) when driving CX initiatives?" (Focus on collaboration and influence without authority).

Portfolio Presentation Strategy:

• Structure: Begin with a clear executive summary of the project's business objective and your role. Then, detail the problem, your methodology (data, research, design process), the solution (journey maps, service models, playbooks), the implementation strategy and challenges, and finally, the quantifiable results and lessons learned.

• Focus on Operations: For each project, emphasize the operationalization aspects: how the design was embedded into existing workflows, how teams were trained, how performance was tracked, and how the process was optimized for scalability and efficiency.

• Interactive Elements: If possible, have interactive elements or clear visuals of journey maps, process flows, or dashboards that showcase your work. Be ready to walk through these with detail.

• Showcase Impact: Clearly articulate the ROI. Use charts and data points to show improvements in NPS, CSAT, retention, efficiency, or cost savings directly attributable to your work.

📝 Enhancement Note: The interview preparation advice emphasizes demonstrating operational thinking, data utilization, and a results-oriented approach, which are key differentiators for operations professionals.

📌 Application Steps

To apply for this Experience Design Manager - CX position:

• Submit your application through the provided Workday link on the RSM Careers portal.

• Customize Your Resume: Tailor your resume to highlight experience in service design, journey mapping, operationalizing CX strategies, cross-functional collaboration, and data analysis. Use keywords from the job description such as "client journeys," "service models," "standards of care," and "CX metrics."

• Curate Your Portfolio: Select 2-3 key projects that best demonstrate your ability to design, operationalize, and measure client experiences. Focus on case studies that showcase problem-solving, process implementation, and measurable business impact relevant to a professional services context. Ensure your portfolio clearly articulates your role and the results achieved.

• Prepare Your Presentation: Practice walking through your portfolio with a focus on the operational aspects of your projects. Be ready to discuss challenges, implementation strategies, and how you utilized data to drive improvements.

• Research RSM: Understand RSM's mission, values, client base, and current CX initiatives. Prepare thoughtful questions about their CX strategy, team structure, and how this role contributes to their business objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.