RMIT University
Customer Experience Strategy and Design
- Delivery: Online
- Duration: Six weeks
- Course Type: Short Course
- Total Price: $1,900
Develop valuable design thinking skills in research, customer journey mapping, prototyping and strategy communication to craft personalised customer experiences, solve key customer and business challenges and effectively present ideas and processes to stakeholders.
Course overview
With rapid technological advancements and increasing customer expectations worldwide, it is virtually impossible for any digital product or service to succeed today without considering the user experience associated with that product or service.
In this short course, you will learn that brands must be aware of the customer experience (CX) of their users, which refers to the thoughts, emotions, frustrations and ease people associate with each interaction involving a product or service. Establishing a customer-centric or strong CX approach requires more than designing an exceptional product. You will also learn that companies adopting a customer-first strategy must also consider users’ interactions with a brand’s website, marketing, sales, customer service and other touchpoints.
Key facts
14th September, 2026
2nd November, 2026
What you will study
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.
Milestone: Conduct and review the insights from a customer interview.
What you will learn
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.
Who should attend
This 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.