UX Research Manager / Customer Design Lead / Experience Innovation Director

Role Description The UX Research Manager / Customer Design Lead / Experience Innovation Director is responsible for leading user experience research, customer-centered design strategies, and innovation initiatives to improve digital products, services, and overall customer experiences. The role focuses on understanding user behavior, translating insights into design improvements, and driving experience-led innovation across the organization. Key responsibilities include planning and conducting qualitative and quantitative user research such as interviews, usability testing, surveys, journey mapping, and behavioral analysis. The role involves identifying customer pain points, evaluating user interactions, and delivering actionable insights that improve product usability and engagement. The experience innovation leader works closely with UX/UI designers, product managers, engineers, marketing teams, and business stakeholders to align customer experience strategies with business goals. They are responsible for establishing research frameworks, customer feedback systems, and design thinking methodologies to support continuous improvement. In addition, the role includes driving customer-centric innovation, overseeing experience strategy initiatives, and ensuring accessibility and usability standards are maintained across products and platforms. The UX Research Manager / Customer Design Lead / Experience Innovation Director plays a key role in enhancing customer satisfaction, product adoption, and digital experience excellence. Qualifications Bachelor’s or Master’s degree in UX Design, Human-Computer Interaction (HCI), Psychology, Design, Behavioral Science, Marketing, or a related field 5–15+ years of experience in UX research, customer experience, service design, or product design roles Strong understanding of user research methodologies and customer behavior analysis Experience conducting usability testing, journey mapping, and design validation studies Familiarity with UX research and design tools such as Figma, Adobe XD, Miro, UserTesting, Dovetail, or Hotjar Strong analytical and storytelling skills with ability to translate research into actionable recommendations Experience leading customer-centric innovation or design thinking initiatives Strong stakeholder management and cross-functional collaboration abilities Knowledge of accessibility standards and inclusive design practices is an advantage Excellent communication, facilitation, and presentation skills Strategic mindset with focus on customer experience and innovation Ability to lead research programs and influence product and business strategy