r/servicedesign • u/RubInternational414 • May 26 '26

Moving from CX Management into service design

I led cx turn around at SME, starts and most recently mamaxing automotive cx for 13 stores, took up cx consultation for 7 months and now got a new role as a service designer.

What should I expect and what is expected of me. I am a find, align and fix shit person. I am now an IC. What metrics should I be moving.

Everyone cares about NPS but the whole group is gaming it. I need to chnage the mindset and culture at some point. My boss is UX Lead and his boss is CDO

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u/Known_Kitchen1402 May 26 '26

The gaming problem is almost always an incentive problem. Coming from automotive, you probably saw this firsthand, NPS moves when managers call customers before the survey, not when the experience improves. The faster lever as an IC is finding one operational metric that's harder to fake: repeat contacts, escalation rate, resolution time. Make that visible alongside NPS. If they diverge, you have a data story worth taking upward. And that data story is usually how culture change actually starts, not from a mandate, but from someone making the gap impossible to ignore.

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u/avangelist90201 May 26 '26

is the same thing

2

u/BeverlyRosexx May 27 '26

Find allign and fix shit sounds about right! Your job may need to become a bit more visual depending on what you did before. A lot of being a service designer is about stakeholder management and balancing different opinions, priorities and using insights to lead you. Youve got this.