MAPFRE

CXUX Design Research – Program Manager

MAPFRE

full-time

Posted on:

Location Type: Office

Location: Webster • Massachusetts • United States

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Salary

💰 $115,000 - $140,000 per year

Job Level

SeniorLead

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
UX ResearchCX DesignService Designjourney mappingflow visualizationstorytellingprogram managementresearch operations managementinsight managementtaxonomy structuring
Soft Skills
facilitationinfluencingcross-functional leadershipcoachingcommunicationorganizational skillsuser insights incorporationreportingbest practices reinforcementadoption promotion
Certifications
Bachelor’s Degree