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Customer Experience Strategy and Design

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


Realestate Tigerspike
    4 March 2019
    6 weeks
    (5-8 hours per week)
    A$770 GST inc.
    Learn about payment options here
    No entry requirements


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.

Using real-life examples, this course will explore in-depth customer-experience analysis, optimisation and strategy, UX design and customer journey mapping to create unique user experiences that can be immediately applied back in your workplace.

Course overview


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.

You’ll be supported by industry experts and mentors, as well as working with a dynamic community of learners from a range of careers and backgrounds.

Key Outcomes:

  • Understand the key elements of CX strategy
  • Analyse the expectations of customers while recognising the wide-ranging business factors
  • Evaluate opportunities for improved experience and business performance
  • Understand how to measure customer experiences
  • Implement customer experience thinking and approaches into business strategy
How does it work?

Course outline

Module 1

Learn about CX strategy and your customers

  • What is CX
  • Know your customers


Describe your project and conduct an interview

Presentation icon

Milestone 2

Customer journeys and experiences

  • Articulate customer pain points (and gain points)
  • Personas and empathy map
  • Customer experience map


Complete an experience map

Project icon

Module 3

Trends and opportunities

  • CX your business strategy
  • Identify trends
  • Identify opportunities


Complete your business goals, trends and opportunities

Project icon

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

Project icon

Module 5

Measure your impact

  • Measure customer experiences
  • Implement change


Complete your customer experience strategy

Presentation icon

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

Project icon


What support you'll get

Webinar icon

Weekly expert webinar - Q&A

Video icon

3x videos & content per week

  • Industry experts discuss key themes
Mentor icon

Your own industry mentor

  • Weekly webinars
  • Q&A over Slack
Mentor icon

Join a dynamic community of lifelong learners

How does it work?
The RMIT Edge


The RMIT edge


We’ve built this program with leading companies who have transformed and thrived in a changing workforce. We’ll start with the fundamentals, then you’ll build real-world strategies that can be immediately applied back in the workplace.

Make industry connections

Sometimes it’s what you know … but sometimes it’s who you know. And we know a lot of people. We’ve partnered with leading digital companies and Tigerspike to make sure our courses give you the targeted, industry focused learning and endorsement needed to future-proof your career.

Collaborative learning experience

Studying online doesn’t mean you’re doing it in isolation. You’ll be joining a dynamic learning community of professionals, with 1-1 mentorship from experts in the field.

Find out more in our FAQ section.

Learn with industry experts

Partnering with leading industry names, this is a program for people who want to build real-world strategies for evolving business across every aspect of the value chain.

REA Group

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.



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.

paper giant Group

Paper Giant

Paper Giant solves product, service and organisational challenges using design, research and strategy, drawing upon a diverse set of project experiences.



Digital Transformation program

Build the skill sets across core digital literacy components in our Digital Transformation program. Industry-led and collaborative, our program includes five up-to-the-minute courses which run over six weeks.

Digital Transformation Program

A$3,080 GST inc. (5 courses)

Start date: 21 January 2019

Buy program

Customer Experience Strategy and Design

Not ready to commit to the full program? Chart your own path and pay as you go. Sign up for a single course, learn with the best in industry, and come out with a new skill set.

Customer Experience Strategy and Design

A$770 GST inc. (course)

Start date: 4 March 2019

Buy single course

Get a Free Course Guide

Register your interest to get a free course guide in Customer Experience Strategy and Design.


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You will be eligible for a certificate on completing this course.

We estimate that you will need a total of 50 hours to complete this course over 8 weeks.

1) A computer with good internet access
2) Slack (web or free on the App Store)
3) ZOOM Cloud Meetings (web or free on the App Store)

View full FAQ

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