Master In Customer Experience & Innovation
Master In Customer Experience & Innovation
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INNOVATIVE CUSTOMER EXPERIENCE FOR THE MODERN MARKETPLACE
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 product innovation and management, service and experience design, business and growth strategy, and innovation skills. 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:
- 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.
- 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.
- Complete your academic experience with an optional three-month Career Track that offers practical, real-world exposure within a focused industry sector.
*The 2026–2027 intake starts on September 7th.
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ABOUT THE PROGRAM
ABOUT THE PROGRAM
WHO IS THE THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION FOR?
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
KEY AREAS OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION
COMMON CORE PERIOD
PRODUCT INNOVATION & MANAGEMENT
SERVICE & EXPERIENCE DESIGN
BUSINESS & GROWTH STRATEGY
INNOVATION SKILLS
REASONS TO STUDY THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION
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.
DESIGN IMPACTFUL HUMAN-CENTERED SOLUTIONS
Empower yourself to enhance consumer interactions and drive business value by focusing on experience design, journey mapping, service redesign, new value validation, human and AI-assisted service models.
- 02.
SHAPE THE FUTURE OF PRODUCT AND SERVICE DESIGN
Learn to craft innovative, human-centered solutions for the physical and digital worlds and to create seamless, synchronized experiences across all customer touchpoints, ready to become a Service Designer, Customer Experience Manager, Innovation Consultant, UX designer or Product Manager.
- 03.
MASTER LEADERSHIP AND DESIGN THINKING WITH REAL PROJECTS
Learn from academics and professionals who bring teaching expertise and real-world experience to the classroom. Take on practical Innolabs, where you’ll deliver a different project every term for corporate partners such as Microsoft, IKEA, Santander and more.
- 04.
LAUNCH YOUR JOURNEY WITH THE STAGE
Step into a global marketing ecosystem where innovation is driven by real-world complexity. With The Stage, access international exposure, certifications and hands-on challenges that prepare you to create impact at scale.
- 05.
WORK ALONGSIDE GLOBAL LEADERS SHAPING CUSTOMER EXPERIENCES
Build global connections as you study with diverse, international, industry-leading professionals. With more than 130 nationalities on campus, you'll expand your perspective, gain a global mindset and create a network of contacts all over the world.
YOUR FUTURE NETWORK
YOUR FUTURE NETWORK
Student Profile
Student Profile
by Academic Background (%)
BusinessEconomicsSocial SciencesEngineeringScienceHumanitiesOthersby Region (%)
EuropeNorth AmericaAsia PacificSpainMiddle East & AfricaLatin Americaby 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
HERE ARE SOME POSITIONS OUR STUDENTS CAN ACHIEVE AFTER THE PROGRAM
HERE ARE SOME POSITIONS OUR STUDENTS CAN ACHIEVE AFTER THE PROGRAM
Career Opportunities
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DISCOVER MORE ABOUT CAREER OPPORTUNITIES WITH THE Master In Customer Experience & Innovation
DISCOVER MORE ABOUT CAREER OPPORTUNITIES WITH THE Master In Customer Experience & Innovation
STUDENT EXPERIENCE
STUDENT EXPERIENCE
DISCOVER THE STUDENT EXPERIENCE
DISCOVER THE STUDENT EXPERIENCE
Macarena's Experience
“The program has allowed us to understand customers, their emotions and their pain points.”
SAMUEL'S EXPERIENCE
“We get a lot of exposure to big companies and to group work preparing you 100% to work with teams from all over.”
STUDENT SUCCESS STORIES
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:
DIVE INTO THE DAY-TO-DAY OF OUR ALUMNI OF THE MASTER IN CUSTOMER EXPERIENCE AND INNOVATION
DIVE INTO THE DAY-TO-DAY OF OUR ALUMNI OF THE MASTER IN CUSTOMER EXPERIENCE AND INNOVATION
OUR FACULTY
OUR FACULTY
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
MAKE IT A DUAL DEGREE - DOUBLE YOUR IMPACT
MAKE IT A DUAL DEGREE - DOUBLE YOUR IMPACT
Pursue two disciplines while gaining insight from different perspectives and ways of thinking. You'll cover the contents of two master's programs—and graduate with two diplomas—ensuring in-depth expertise that maximizes your value in the job market.
Experience Madrid
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 a fulfilling 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:
Discover related programs to the Master in Customer Experience and Innovation:
The ultimate guide
The ultimate guide
Everything you need to know about our Marketing and Communication events.
READ OUR BLOG
READ OUR BLOG
Frequently Asked Questions
Frequently Asked Questions
WHAT IS IE BUSINESS SCHOOL’S MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
The Master in Customer Experience & Innovation is a 10-month, full-time, in-person master’s that prepares you to design human centered, value driven products, services and end-to-end customer experiences by combining design, business and technology. The learning journey is organized around four pillars: Product Innovation & Management; Service & Experience Design; Business & Growth Strategy; and Innovation Skills.
WHERE IS THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION TAUGHT, IN WHAT LANGUAGE, AND WHEN DOES IT START?
The program is taught in English, in Madrid, full-time and in-person. Intake occurs in September.
WHAT PRACTICAL LEARNING CAN I EXPECT IN THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION?
Practical learning is at the core of the program. Most courses combine theory with hands-on individual and team-based work, allowing you to apply concepts to real business challenges from day one. This approach is most evident in the Innolabs, which are transversal, team-based labs that run throughout the three terms of the program. In these labs, you will work through the full creative process, developing skills in insight generation, design thinking, prototyping, adaptive leadership, project management and human-centered innovation. You will apply key concepts and frameworks to real challenges, strengthen your teamwork and consulting capabilities and deliver portfolio-ready, real-world solutions.
The three Innolabs are:
- Corporate Client Project (Term 1)
- Social Impact Project (Term 2)
- Sustainable Entrepreneurship Project (Term 3)
By the end of the program, you will graduate not only with knowledge, but with demonstrated experience creating impact across corporate, social and entrepreneurial contexts.
HOW DOES THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION DIFFER FROM IE BUSINESS SCHOOL'S OTHER MARKETING PROGRAMS?
Master in Strategic Marketing and Communication Master in Creative Direction, Content & Branding Master in Digital Marketing Master in Market Research & Consumer Behavior Master in Customer Experience & Innovation At a glance Strategic Management and Creators of Growth Creativity for Growth Implementing Growth Growth Mapping Design and Validate New Value Who is it for? For future-thinking professionals seeking a 360-degree vision of communication and marketing, who want to drive strategic decision-making and create business value. For creative professionals who want to produce innovative, impactful visual and digital media projects, from idea to execution, and align their creative skills to brand needs. For professionals looking to master digital tools and platforms, harness performance analytics and design integrated omnichannel marketing strategies. For professionals seeking a deeper understanding of consumer behavior, buyer needs, data analytics and marketing intelligence to drive company growth. For professionals ready to build innovative, human-centered solutions for the physical and digital worlds, harnessing innovation to deliver business value. What you'll learn The broadest, most strategic program to give you the marketing, branding, and communications language and framework needed to succeed. Express your identity through learning to develop visible, memorable and shareable strategy. Drive business performance and learn to execute digital campaigns across channels with data-led marketing technologies. Be the engine of insight to turn data and behavior into decisions through psychology and business intelligence. Design the innovative journeys that customers need and love. Job Roles Brand/Marketing Strategist, Communications Lead, Corporate Reputation, Product or Brand Manager Creative Strategist, Content/Brand Director, Design Lead Growth Marketer, Performance Lead, E-Commerce/CRM Lead Insights/Analytics, Research Lead, Strategy Consulting, Behavioral Science Expert CX Lead, Service Designer, Product/Innovation Manager