Craft personalised customer experiences by gaining valuable design thinking skills in research, customer journey mapping, prototyping, and more. Address key customer and business problems and effectively communicate your strategy and process to stakeholders.

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Customer Experience Strategy and Design
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Online
Industry partners:Level up your skills and qualifications as a digital native
Teaming up with the best in industry, our Future Skills courses lean into the future of work to deliver the best in structured, mentor-supported, 100% online education.
With the world’s rapid technological advancements and increasing customer expectations, it’s virtually impossible for any digital product or service to be successful today without the consideration of its users’ experience with that product or service.
Brands must be cognisant of their user’s customer experience (CX) — referring to the thoughts, emotions, frustrations, and ease that people have with each interaction of a product or service. Establishing a customer centric or strong CX approach requires more than just designing an exceptional product. Companies adopting a customerfirst strategy must also consider their users’ interactions with its brand’s website, its marketing, sales, customer service, and more.
Our Customer Experience Strategy and Design course is ideal for:
- Early - mid-level professionals looking to develop skills in CS strategy (or related areas) and adopt a design thinking mindset to solve a specific problem by learning skills in problem definition, research, prototyping, and more.
- Mid - senior managers looking to deliver customer-centric solutions through their core business strategy and deliver value through each touchpoint of their customer experience.
By the end of this course, you’ll be able to:
- Synthesise and assess the customer experience from new and existing data
- Create and justify future state journey maps and prototypes
- Critically analyse customer experience metrics and make recommendations for their use
- Create and communicate a customer experience strategy to achieve business goals
By the end of this course, you'll have created a customer experience strategy, personas, identify pain points and gain points, business strategy fit, prototyping, KPIs, and change implementation through your final project.
At RMIT Online, we're committed to supporting your lifelong learning journey. Our flexible learning pathways can be tailored to align with your individual educational goals. When taken in combination with other specific Future Skills short courses, this course is eligible for credit into certain RMIT degree programs, subject to entry requirements. Click here for more information.
Course Overview
Learn more about our Customer Experience Strategy and Design course in the video below.
The sort of skills that employers like realestate.com are looking for at the moment are gonna revolve around three things: Human Centered Design, Customer Experience Strategy, and Digital Marketing
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Course Structure
Learn more about Customer Experience Strategy and DesignModule 1: Learn about CX strategy and your customers
+- Comprehend the fundamentals of CX strategy and the elements of exceptional customer experiences
- Collate and analyse existing customer data to obtain a current state view of the CX
- Learn how to conduct a user interview and distil core insights
Module 2: Articulate your customers’ experiences
+- Dive into customer pain points and understand the problem to be solved
- Be introduced to and learn how to create a customer persona
- Understand the uses, create an empathy map and construct a CX journey map
Module 3: Define your CX strategy
+- Understand the correlation between business strategy and CX
- Identify trends in your environment influencing your organisation and customers
- Conduct a trend analysis using the STEEP framework
- Identify opportunities to improve your CX
Module 4: Prototype and test a solution
+- Construct a vision statement for the future state of your product
- Explore and create an aspirational map for your future state
- Create and test your prototype with users
In this week, you’ll also have a mentor check in.
Module 5: Measuring CX and implementing change
+- Understand common to measure CX metrics including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)
- Create a change management approach and explore your approach to rolling out your CX strategy
Module 6: What's next?
+- Explore future and emerging CX trends
- Tap into areas of related study including UX Design, Service Design, and Brand Experience
- Complete your final project
Learn with industry experts

REA Group is a digital advertising company that operates Australia’s leading property and real estate websites in Europe, Asia and the US.

Concentrix Catalyst is a digital services company driven to improve people’s lives through technology. Focusing on strategy, experience design, software development and systems integration, Concentrix Catalyst work focuses on five key values; transparency, resilience, problem solving, energy, and curiosity.
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