Design Manager - Service Design & User Experience (UX)
Career Area:
Technology, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Role Overview
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We are seeking an experienced Design Manager to lead our Shared Services & Experience Operations team, responsible for driving service design strategy, journey architecture, design operations, governance, accessibility compliance, and experience measurement across the enterprise.
This role combines people leadership, organizational leadership, and operational excellence, with accountability for building and leading multidisciplinary teams focused on delivering exceptional customer and employee experiences.
The ideal candidate brings deep expertise in Service Design, Design Thinking, UX Design, Customer Experience, Design Operations, Accessibility, and Experience Measurement, along with a proven ability to influence strategic decisions, scale design capabilities, and lead high-performing teams.
This role will partner closely with Product Management, Engineering, UX Design, Research, Customer Experience, and Business stakeholders to establish scalable processes, governance frameworks, and experience-driven outcomes that align with business objectives.
What You'll Do
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Service Design & Journey Architecture
- Define and drive the organization’s Service Design strategy and practices.
- Lead the design and optimization of end-to-end customer and employee journeys across digital, physical, and human touchpoints.
- Develop and maintain:
- Customer Journey Maps
- Service Blueprints
- Ecosystem Maps
- Experience Frameworks
- Facilitate Design Thinking workshops and cross-functional discovery initiatives.
- Identify service gaps, pain points, and transformation opportunities across the customer lifecycle.
- Drive customer-centric innovation through human-centered design methodologies.
Shared Services & Experience Operations Leadership
- Build, lead, and develop teams responsible for:
- * Service Design
- Journey Architecture
- Design Operations
- Experience Operations
- Accessi...
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