Design Manager - Service Design & User Experience (UX)
Caterpillar Inc. (company site, opens in a new tab)12+ yrsChennaiOn-siteDirect career pageEst. 30–45 LPA
Posted 7h ago
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Job description
Structured overview of role & requirements
About This Role
- Own enterprise service design strategy and end-to-end customer and employee journey architecture across digital, physical, and human touchpoints.
- Lead Shared Services and Experience Operations teams; establish scalable operating models, workflows, governance, accessibility standards, and WCAG compliance.
- Build experience measurement systems and dashboards, using customer feedback, analytics, and research to guide decisions and improve experience outcomes.
Minimum Requirements
- Work Experience Required: 12+ years in Service Design, UX Design, Customer Experience, Design Operations, or related fields; 3+ years managing multidisciplinary teams.
- Proven experience leading Service Design and customer experience transformation initiatives.
- Deep expertise in Service Design, Design Thinking, UX Design, customer journey mapping, service blueprinting, and human-centered design.
- Experience establishing governance frameworks, operational processes, and measurement systems.
Ideal Candidate Profile
- Has led enterprise-scale experience transformation and can turn service design into an organization-wide capability spanning multiple touchpoints and functions.
- Can build and scale design, research, and experience operations, including governance, accessibility, team capacity, and operational workflows.
- Uses customer insights and experience metrics to influence executive decisions; experience with global product and engineering organizations or AI-enabled workflows is an advantage.