CXUX Design Research Program Manager at MAPFRE responsible for driving customer and user experience strategy. Leading research efforts to align with business objectives and enhance customer methodologies.
Responsibilities
Develop and manage the CX Design Research program, aligning research roadmaps with business KPIs
Ensure user insights are incorporated into journey design and strategy
Define and maintain CXDR vision, methodologies, outcomes, and service standards
Coach and reinforce research best practices across front-facing teams
Track and report on the impact of research
Develop, optimize, and leverage the enterprise Insight Database
Lead journey metrics, taxonomy development, and visualization practices
Promote and maintain customer journey frameworks and databases
Drive organization-wide adoption of Customer Methodology
Requirements
Bachelor’s Degree required
8 or more years experience in UX Research, CX Design, Service Design, or related field required
Experience with cross-functional research operations or CX frameworks required
Strong qualitative and quantitative research capabilities
Expertise in journey mapping, flow visualization, and storytelling
Program and research operations management
Insight management, taxonomy structuring, and information governance
Facilitation, influencing, and cross-functional leadership
Awareness of AI and automation opportunities in research workflows
Benefits
Competitive health coverage
Retirement plans
Paid time off
Flexible work options
Lifestyle perks like employee discounts
Career development through tuition reimbursement
Leadership programs
Internal mobility opportunities
Social responsibility initiatives through Fundación Mapfre
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