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Customer Experience Strategy and Design

Understanding the customer and giving them what they need is more important than ever.

  • Starting 4 Nov 2019
  • 100% online, 6 weeks (5-8 hours per week)
  • A$990 GST inc.
  • Prerequisites: No entry prerequisites

100% online, mentor supported, workplace ready

Why learn Customer Experience Strategy and Design

With the business world rapidly changing, and an increased focus on globalisation, automation and collaboration, it is no longer simply a great product that gives you a competitive advantage. Businesses are increasingly looking for innovative, memorable and delightful customer experiences to set themselves apart.

How does it work

Learn how to build CX strategy from the very beginning. You will create personas, conduct customer interviews, and map customer journeys. This will allow you to transform your workplace by embedding customer-experience thinking deep into the business model.

Skills learned

Customer Experience Strategy, personas, pain points and gain points, business strategy fit, prototyping, KPIs, change implementation

Find out more in our FAQ section.

Your experience with RMIT Future Skills

Upskill online, on your terms. Taught by industry leaders, backed by RMIT.

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100% online

Our flexible short courses are designed to fit your lifestyle, not replace it. Study online, after hours, when and where you like.

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RMIT credential

The cutting edge skills you learn will be rigorously assessed and recognised by both a leading university and key employers in the field.

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Industry mentors

RMIT experience provides structure on top of online learning through 1:1 mentor support, webinars and a community of lifelong learners.

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Real world skills

Level up your skills and qualifications as a digital native. Our courses are about practical training, building a network and applying your learning.

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Expert content

We have partnered with leading employers across the world to multiply the power of a world-leading university with the best of industry.

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Make the most out of your online learning by interacting with your peers, experts and industry employers. Meaningful connections to help propel your career.

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Learning outcomes

What do you take away from our courses?

Course outcome certificate Course outcome certificate Course outcome certificate


After completing an RMIT Future Skills course, you will earn an RMIT certificate and credential which can be validated, recognised and shared on social media platforms.


These courses are all about practical training. Each week, the skills you need to master will be walked through in live online tutorials that allow you to see success in action, and ask questions to overcome obstacles that are slowing your progress.

Work-ready project

We combine the power of industry experts with a leading university to get you working on practical, work-ready projects that you can immediately apply back in your office.

Course Outline

Module 1

Learn about CX strategy and your customers

What is CX

Know your customers


Describe your project and conduct an interview


Module 2

Customer journeys and experiences

Articulate customer pain points (and gain points)

Personas and empathy map

Customer experience map


Complete an experience map


Module 3

Trends and opportunities

CX your business strategy

Identify trends

Identify opportunities


Complete your business goals, trends and opportunities


Module 4

Design customer experience solutions

Identify what to design/implement/build

Create a prototype

Test your prototype with customers


Complete your future state journey map and test your prototype


Module 5

Measure your impact

Measure customer experiences

Implement change


Complete your customer experience strategy


Module 6

How to maintain and optimise your CX strategy

Continuous improvement

Future exploration on future trends

Tap into industry experts


Project reflection with peers and mentors


Learn with Industry Experts

Get ready to meet some of the biggest names in the business.

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REA Group

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

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Tigerspike is a global business, spanning nine offices across five continents. It is one of the largest specialised enterprise mobility companies in the world, blending technology with human expertise to deliver business outcomes, fast.

Get a free course guide

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