Master In Customer Experience & Innovation
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INNOVATIVE CUSTOMER EXPERIENCE FOR THE MODERN MARKETPLACE
The Master in Customer Experience & Innovation empowers you to create impactful, human-centered designs in the product, service and experience sectors. By rethinking and redesigning the customer journey, you’ll enhance consumer interactions and drive substantial value for businesses. Through an immersive exploration of business, technology and human-centered design, you’ll learn about project management, product and service design, user experience and more. You’ll learn to create seamless, synchronized experiences across all customer touchpoints and discover your unique path in the customer experience landscape.
The program is structured to transform you into a leader in innovation:
- Kick-start your journey with the common Core Period, this equips students with essential knowledge in creativity, analytics, sales, business, strategy, and digital skills. After completing this foundational stage, where you will meet peers from different Master's programs, you will then tailor your learning journey to the Master in Customer Experience & Innovation.
- Choose from additional certifications to enhance your marketability, including those offered by digital giants like Google and Salesforce, or our own IE University Sustainability Certificate.
- Experience transformative growth with immersive experiences like Global Immersion Week or Social Impact Week. These programs offer firsthand insights through visits to key global hubs such as London, Amsterdam, Ghana and South Africa.
- Shift your mindset and create innovative solutions to gain professional opportunities such as: strategic design, innovation management, CX specialist and transversal roles that can impact any business department.
*The 2024-2025 intake starts on September 9th.
YOUR PROGRAM, PART OF THE STAGE EXPERIENCE
By studying a program in Marketing, Branding & Sales, you’ll be a part of something bigger than just your studies, something we call The Stage. All programs will benefit from The Stage experience, where students can collaborate and learn from each other. The Stage ensures that you not only create lifetime friendships and professional networks but will also have a well-rounded education that prepares you for the next stage: a successful career after graduation.
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Master in Customer experience & Innovation overview
WHO IS THE THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION FOR?
IT'S FOR INDIVIDUALS WHO...
wish to build innovative, human-centered solutions for the physical and digital worlds.
ARE LOOKING FOR...
a program that will allow them to engage with the ins and outs of service design, product design and experience design, while leveraging innovation to deliver value. They want to become the most in-demand designers, engineers and innovators for products and services around the world. After graduation, they might go on to work as a user experience designer, strategic designer, usability consultant, chief experience officer, innovation manager, product designer, business transformation manager or many other related roles.
KEY AREAS OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION
COMMON CORE PERIOD
BUSINESS
TECHNOLOGY
HUMAN-CENTERED DESIGN
Is Marketing and Customer Experience connected?
REASONS TO STUDY THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION
IE Business School molds students into future-forward and well-rounded professionals, using methodologies that put innovation and employability at the forefront.
- 01.
HIGH-TECH AND HUMAN-CENTERED CUSTOMER EXPERIENCE PROGRAM
You will learn what you need to know from the realms of business, technology and human-centered design in order to think strategically and work holistically in any type of organization, emerging as a next-generation CXI pro.
- 02.
LEARN FROM TOP CUSTOMER EXPERIENCE PROFESSIONALS
Our faculty is made up of a diverse group of academics and professionals who bring pedagogical rigor and real-world expertise into the classroom.
- 03.
CUSTOMER EXPERIENCE & INNOVATION PROGRAM VALUES
The program uses hands-on methodologies with transversal value for areas like product design, service design, experience design and more. The most important value by far, however, will be your training in building bridges and busting silos to bring diverse stakeholders across business and tech together both in and outside any organization.
- 04.
CHIEF CUSTOMER EXPERIENCE OFFICER, THE PRO OF THE FUTURE
Chief customer officers and chief experience officers are rapidly rising positions: in recent years, customer experience has quickly evolved into a highly-valued business discipline. In 2020, nearly 90% of companies carried a chief experience officer (CXO), chief customer officer (CCO) or equivalent, and the trend is not slowing down. (Gartner, 2020)
FLexibility in your Career Path
Choosing the right program for you can be difficult. We are here to guide you in your Marketing, Communication & Sales career journey from the start with the support of our Recruiting & Admissions team who will closely review your background, skills and future goals to ensure you choose the right program. All our full-time programs begin with a 2-month Common Core Period, designed to give you the key foundations to succeed in this career path.
However, if after starting the program and completing this Common Core Period you are interested in changing to another Marketing, Communication & Sales program, you may switch programs after having a meeting with the Academic Program Direction team to validate this change and understand how it may affect your future career. Please be aware that program changes are dependent on availability.
Student Profiles
- by Academic Background (%)BusinessEconomicsSocial SciencesEngineeringScienceHumanitiesOthers
- by Region (%)EuropeNorth AmericaAsia PacificSpainMiddle East & AfricaLatin America
- by Industry (%)Consumer Products & RetailBanking / Insurance / Financial ServicesConsulting & Real EstateHealthcare / Pharma / BiotechnologyMarketing /Design/ Fashion Design / TechnologyIndustrial Products & EducationChemical & Energy / LogisticOther
- 67%Female
- 95%International Students
- 24nationalities represented in class
PROGRAM STRUCTURE
PROGRAM STRUCTURE OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION
- Description
- PREPROGRAM
- COMMON CORE PERIODseptember-october
- Terms
- Final Project
- BEYOND THE PROGRAM
The Master in Customer Experience & Innovation will kick off with a Core Period that is common across all of our Marketing, Communications and Sales programs. You will study alongside students with similar personal and professional goals, offering the opportunity to network, as well as find certainty in your career path. This also gives you the option to potentially change programs if you see fit. The program is spread across three terms and will cover four pillars: Business, Technology, Human-Centered Design and Innolabs.
*Please note that our program content is continually updated to remain in sync with market demands. Therefore, we advise you that the content is subject to change and it can be dependent on student demand.
University private degree
This is a University Private Degree from IE University*. More information on what earning a University Private Degree from IE University entails.
*IE University is a university officially recognized by the Spanish education authorities, allowed to grant both University Official Degrees (bachelor’s, master’s and PhD degrees), which are specifically regulated and accredited by the Spanish Ministry of Education, and University Private Degrees (master’s) that are specifically designed by the university toward the professional application of their studies and the constant update of higher education, preserving the educational standards of excellence of IE University. Both types of degrees are equally backed by the rigor and prestige of IE University.
THE NEXT BEST YOU
The Master in Customer Experience & Innovation imparts fundamental business skills while showing you how to leverage innovation to succeed in today's digital world. It’s also expertly designed to unveil what’s next for you and what’s best for you, giving you what you need to realize your full potential. This unique journey of self-discovery and inner transformation will help you unlock your authentic self so you can become the most impactful professional you can be. We’ll help you learn about the current you—your interests, talents, blind spots and aspirations. Then, we’ll guide you, challenge you and provide the right environment to nurture your pursuit of the next best you.
YOUR CAREER
What does your dream career look like? The Master in Customer Experience & Innovation is a transformative process that helps you define your end goals and explore the best options to get you there. Incorporating new insights resulting from our expert analysis of the latest labor market data and our continuous engagement with the global business community, the program delivers a unique mix of theoretical knowledge and hands-on expertise to equip you with the dynamic skill set you’ll need to succeed in the CX landscape, now and in the future.
YOUR IMPACT
Do you have what it takes to make things happen? In today’s world of work, this requires a well-honed set of cognitive, behavioral and digital skills. Companies are now looking for competent professionals who can bring about meaningful change, capable of harnessing the power of innovation to transform the customer experience and provide real value to consumers. The Master in Customer Experience & Innovation is designed to maximize your potential for impact, equipping you to become a powerful change-maker in the global CX ecosystem.
YOUR PURPOSE
In today’s landscape, it’s no longer enough for businesses to be driven by the profit motive alone. The new world places a new set of responsibilities on business professionals, calling on you to leverage your skill set and work toward a better future. A sense of purpose also breathes new life into your career, stoking the embers of satisfaction and motivation that will serve you well throughout your professional journey. That’s why we are committed to helping you discover, define and align your unique purpose with your career. Through the Master in Customer Experience & Innovation, you will join a new era of global leaders determined to change the world.
DUAL DEGREES
Customize your education based on your specific interests and passions through a dual degree that gives your career a multidisciplinary boost to spearhead change in the new world of work. The combination of this program with a Master in Management (if you have zero to two years of experience) or an International MBA (if you have three or more years of experience) will position you on the threshold of two exciting worlds, allowing you to acquire a broader skill set and competitive differentiation with a sharp focus.
COMBINE IT WITH A MASTER IN MANAGEMENT
Suitable for 0-3 years of experience
COMBINE IT WITH AN INTERNATIONAL MBA
Suitable for more than 3 years of experience
OUR FACULTY ARE HERE TO GUIDE YOU
MEET OUR MARKETING, COMMUNICATION & SALES PROFESSORS
MEET OUR MARKETING, COMMUNICATION & SALES PROFESSORS
MORE ABOUT THE CUSTOMER EXPERIENCE & INNOVATION MASTER PROGRAM DIRECTOR
ANDREW MCCARTHY - Professor, Master in Market Research & Consumer Behavior and Master in Customer Experience & Innovation
Academic Director, Master in Customer Experience & Innovation, IE Business School
Strategic Design - CX Consultant, oudes.crew
STUDENT SUCCESS STORIES
At IE Business School, one of our core goals is to blend expert teaching with practical learning, equipping students for real-world success. Our current students in the Master in Customer Experience & Innovation program are making remarkable strides in their careers, securing prestigious internships and positions at leading global companies.
Learn more about their journeys here:
Experience Madrid
Madrid is one of the most popular cities in Europe for Gen Z travelers and one of the most student-friendly cities in Spain, with a great, affordable public transport network, cool underground culture and fabulous nightlife. But Spain’s capital is also home to international companies of stature, including Google, Microsoft and Apple, creating a myriad of opportunities for professional experience. Madrid is in a league of its own and provides the perfect backdrop to round off a unique educational experience.
Discover related programs to the Master in Customer Experience and Innovation:
Frequently Asked Questions
WHAT IS THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
The Master in Customer Experience & Innovation equips you to become a proactive agent of change in human-centered design, service design, product design and experience design, with a strong focus on empowering you to make a real impact in the sector.
Gain expertise in customer experience management through our Master in Customer Experience program. Develop skills in creativity, analytics, sales, business, strategy, and digital marketing, shaping CX to enhance value for consumers and organizations. Our personalized approach helps you explore passions and goals, curating a learning journey aligned with your career path. Join us and discover the next best version of yourself in customer experience management.
SHOULD I STUDY THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
The Master in Customer Experience & Innovation is for individuals who are looking for a program that will allow them to engage with the complexities of service design, product design and experience design, while leveraging innovation to deliver value.
Who is the ideal candidate for this program?
The Master in Customer Experience & Innovation is designed for innovative individuals who wish to build human-centered solutions for the physical and digital worlds.
HOW LONG IS THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
The Master in Customer Experience & Innovation is a full-time, in-person program lasting ten months. You'll be studying in Madrid’s bustling business hub.
WHAT ARE CUSTOMER EXPERIENCE PROGRAMS?
Customer Experience programs aim to give students the necessary skills to optimize their interactions with and the value provided to their clients and customers. In the Master in Customer Experience & Innovation, through rethinking the customer journey, students learn to create seamless, synchronized customer experiences across products, services and businesses.
WHAT DO YOU LEARN IN THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
We’ll take you from understanding the fundamentals to developing a deep knowledge of business, learning by practical application what CX actually means, how it works and how companies engage with it to create value. You’ll learn how to use the latest technology to improve the customer experience, by exploring data-driven innovation and trends. And you’ll also focus on human-centered design: how we account for human factors to create the right thing, the right way, for the right people.
WHAT IS THE STRUCTURE OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
The program is spread across three terms and will cover four pillars: Business, Technology, Human-Centered Design and INNOLABS. The first term—the Core Period—lasts three months and covers both the core subjects common to all Marketing, Communication & Sales programs and specialized subjects. In the second term, which also lasts three months, you’ll start working on hands-on projects while deepening your understanding of the role of CX and innovation. In the third term, lasting four months, you’ll focus on the technologies and methodologies of tomorrow. You’ll also undertake a social entrepreneurship project, which will allow you to apply the knowledge you have gained across three distinct focuses. The final project consists of hands-on Innovation Labs that involve transversal skill-building, allowing you to work in areas like the creative process, adaptive leadership, prototyping, design thinking and insights.
What does the day-to-day in the program look like?
This is a full-time program with classes from Monday to Friday in our Maria de Molina Campus. You can expect aproximately 3 or 4 hours of classes per day, which may be scheduled in the morning or the afternoon. In addition, you will also be required to complete individual and team work, for which we recommend spending around 2 hours per day.