Rsm · MiamiPrepare for this interview
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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
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