Beneficiary Experience Manager

Role Overview

We are seeking a Beneficiary Experience Manager to lead the design, measurement, and continuous improvement of end-to-end beneficiary journeys. The role focuses on ensuring services, programs, and interactions are designed around beneficiary needs, expectations, and outcomes, while aligning with organizational strategy and public value objectives.

Key Responsibilities

• Design and manage end-to-end beneficiary journeys across programs, channels, and touchpoints.
• Develop and implement beneficiary experience frameworks, standards, and KPIs.
• Lead voice-of-beneficiary programs, including feedback collection, analysis, and action planning.
• Identify pain points and improvement opportunities using data, insights, and service design tools.
• Collaborate with policy, operations, digital, and delivery teams to improve service effectiveness.
• Ensure beneficiary-centric principles are embedded into program design and delivery.
• Monitor experience performance and report insights to senior leadership.
• Support change management initiatives related to beneficiary-centric transformation.

Core Requirements

• 8–12+ years of experience in customer/beneficiary experience, service design, program management, or related fields.
• Proven experience managing experience improvement initiatives in government, semi-government, or social-impact organizations .
• Strong expertise in journey mapping, service design, and experience measurement (e.g., CSAT, NPS, CES).
• Demonstrated ability to translate insights into practical improvements and policy recommendations.
• Strong stakeholder engagement and cross-functional collaboration skills.
• Excellent communication, facilitation, and presentation capabilities.

Preferred Qualifications

• Bachelor’s or Master’s degree in Business Administration, Public Policy, Social Sciences, Service Design, or related fields .
• Certifications in Customer Experience (CX), Service Design, or Change Management are an advantage.
• Experience working with vulnerable or diverse beneficiary segments is a plus.

Technical & Professional Skills

• Familiarity with beneficiary feedback platforms, CRM systems, and data visualization tools.
• Strong analytical mindset with the ability to interpret qualitative and quantitative insights.
• Knowledge of digital service delivery and omnichannel experience design.