Experience Design Manager- CX

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

The Experience Design Manager is responsible for designing, operationalizing, and continuously improving differentiated client experiences aligned to enterprise CX strategy. This role translates client insights, behavioral signals, and business priorities into scalable service models, journey designs, and standards of care. Partnering cross-functionally, the Experience Design Manager ensures experiences are intentional, consistent, and measurable-enhancing client satisfaction, loyalty, and growth. The role plays a critical part in evolving from relationship-based delivery to a more structured, proactive, and insight-driven experience model.

Essential Duties:

• Design end-to-end client journeys and service delivery models aligned to segmentation ensuring clear differentiation in experience and value
• Translate client insights (VoC, operational data, behavioral signals) into actionable experience improvements, service standards, and prioritized initiatives.
• Partner with Client Service, Digital, Operations, LoBs, and Insights teams to embed experience design into processes, platforms (e.g., myRSM), and ways of working.
• Define and document standards of care, experience principles, and playbooks to enable consistent execution across Lines of Business.
• Facilitate workshops and design sessions (e.g., service design sprints) to co-create solutions with cross-functional stakeholders.
• Monitor performance of designed experiences using CX metrics (e.g., NPS, CSAT, retention indicators) and iterate based on results.
• Other duties as assigned

Minimum Qualifications:

EDUCATION/CERTIFICATIONS

• Bachelor's degree required; Master's degree preferred (Business, Marketing, Design, CX, or related field)
• Certifications in Human-Centered Design, Service Design, or CX (preferred)
• CXPA (preferred)

TECHNICAL/SOFT SKILLS

Required:

• Strong experience in service design, journey mapping, and experience frameworks
• Ability to translate insights into practical, scalable solutions
• Data-driven mindset with ability to synthesize qualitative and quantitative inputs
• Strong facilitation and stakeholder engagement skills
• Excellent communication and storytelling skills for executive audiences

Preferred:

• Familiarity with CX platforms (e.g., Qualtrics, Medallia)
• Knowledge of design thinking methodologies
• Experience integrating CX into digital platforms and product design

EXPERIENCE

Required:

• 5-8+ years in Customer Experience, Service Design, Product Design, or related field
• Proven experience designing and implementing end-to-end experiences or service models
• Experience working in cross-functional, matrixed environments

Preferred:

• Experience in professional services or B2B environments
• Experience supporting tiered service models
• Exposure to CX transformation or large-scale change initiatives

LEADERSHIP SKILLS

Required:

• Ability to influence without authority across functions and levels
• Strong collaboration and partnership mindset
• Bias toward action with ability to move from concept to execution
• Strategic thinking with strong attention to detail

Preferred:

• Experience leading design workshops or cross-functional initiatives
• Ability to coach teams on experience design principles and practices

At RSM, we offer a competitive benefits and compensation package for all our people.We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients.Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.

At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.