IE Master in customer experience & innovation student

Master In Customer Experience & Innovation

Harness Design, Business and Technology to Innovate CX
duration10 months
languageEnglish
locationMadrid
intakeSeptember*
FormatIn-person
MODE OF STUDYFull-time
duration10 months
languageEnglish
locationMadrid
intakeSeptember*
FormatIn-person
MODE OF STUDYFull-time

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. By rethinking the customer journey, you will learn to create seamless, synchronized customer experiences across products, services and businesses.

Gaining new skills centered on creativity, analytics, sales, business, strategy and digital marketing, you'll find innovative ways to shape CX, adding value to both consumers and organizations. At the same time, we’ll walk with you hand-in-hand as you explore your passions, strengths, gaps and goals, then help you curate your own learning journey accordingly to align your ideal career path. In this way, we’ll guide you to discover the next best you.

Our comprehensive, ten-month program is complemented by a common Core Period designed to provide all students in our Marketing, Communication & Sales pathway with the fundamental knowledge to succeed in their studies. These sessions combine skills centered on creativity, analytics, sales, business, strategy and digital marketing. After you complete the Core Period, you will continue your learning journey in your chosen specialization.

Additional certifications will boost your employability further still, with Salesforce, AWS, Google and IE University's proprietary Sustainability Certificate all available options to help you progress in your selected path. Similarly, we will spark your personal development with immersive, international experiences, including the Global Immersion Week or Social Impact Week, offering invaluable firsthand insights in notable hubs such as London, Amsterdam, Ghana or South Africa. And with our three-month Career Booster period, you'll have the opportunity to gain specialized knowledge, tools and expertise in Marketing and Tech, Marketing for Consumer Goods, or Luxury and Fashion.

*The 2024-2025 intake starts on September 9th.

Master In Customer Experience & Innovation | IE Business School
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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...

innovative individuals who wish to build human-centered solutions for the physical and digital worlds.

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, usability consultant, chief experience officer, interface designer, product designer, business transformation manager or many other related roles.

KEY AREAS OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION

BUSINESS

Grow from understanding the fundamentals to developing a deep knowledge of business. Learn by practical application what CX actually means, how it works and how companies engage with it to create value. Classes tackle growth hacking, product and service design, customer experience ecosystems and ethics, operations and processes, corporate innovation and culture change among others.

TECHNOLOGY

You will learn how to use the latest technology to improve the customer experience and imagine futures that don’t yet exist. Look at data-driven innovation and trends in technology applied to CXI and UX in interactive digital projects.

HUMAN-CENTERED DESIGN

This area focuses on the human element that drives this program: what we call “desirability” and how we account for human factors to create the right thing, the right way, for the right people. You’ll take a look at strategic design, research methods and insights, prototyping, storytelling, and physical and digital spaces for 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.

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 common 2-month 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 could 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 (%)
Business
Economics
Social Sciences
Engineering
Science
Humanities
Others
by Region (%)
Europe
North America
Asia Pacific
Spain
Middle East & Africa
Latin America
by Industry (%)
Consumer Products & Retail
Banking / Insurance / Financial Services
Consulting & Real Estate
Healthcare / Pharma / Biotechnology
Marketing /Design/ Fashion Design / Technology
Industrial Products & Education
Chemical & Energy / Logistic
Other
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67%
Female
67%
Female
95%
International Students
14
nationalities represented in class

PROGRAM STRUCTURE

PROGRAM STRUCTURE OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION

Program Structure
10 Months
Description
CORE PERIODDisplay more information
TermsDisplay more information
Final Project
Program ExtrasDisplay more information

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.

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Program Structure
10 Months
Description
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CORE PERIOD
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Modality
Terms
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Final Project
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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; acquiring a broader skill set and a competitive differentiation with a sharp focus.

Image COMBINE IT WITH A MASTER IN MANAGEMENT

COMBINE IT WITH A MASTER IN MANAGEMENT

Suitable for 0-3 years of experience

Image COMBINE IT WITH AN INTERNATIONAL MBA

COMBINE IT WITH AN INTERNATIONAL MBA

Suitable for more than 3 years of experience

OUR FACULTY ARE HERE TO GUIDE YOU ​
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MEET OUR COMMUNICATION, MARKETING AND SALES PROFESSORS MORE ABOUT THE CUSTOMER EXPERIENCE & INNOVATION MASTER'S 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

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MEET OUR COMMUNICATION, MARKETING AND SALES PROFESSORS

Unsure if this is the right program to help you on your professional journey?

At IE University, we have carefully streamlined related subject areas to create unique paths featuring similar programs. Guided by these paths, you can take control and discover the right program for you.

Explore these two areas to find the specific program that fits your career goals.

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Iliyan Dimitrov | IE Business School

“The faculty is amazing. Almost all of our professors are currently working in (or own/manage) great companies. They are super cool, come with up-to-date knowledge and sometimes even bring us to their studios where they do their magic. Just meeting such people is impactful and fun!”

Iliyan Dimitrov

Master in Customer Experience & Innovation student

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.

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Frequently Asked Questions

WHAT IS A MASTER IN CUSTOMER EXPERIENCE AND INNOVATION?

More information below

The Master in Customer Experience and 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. You’ll gain new skills centered on creativity, analytics, sales, business, strategy and digital marketing, enabling you to find innovative ways to shape CX, adding value to both consumers and organizations.

SHOULD I STUDY A MASTER'S IN CUSTOMER EXPERIENCE AND INNOVATION?

More information below

The Master in Customer Experience and 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?

More information below

The Master in Customer Experience and Innovation is designed for innovative individuals who wish to build human-centered solutions for the physical and digital worlds.

HOW LONG IS A MASTER'S DEGREE IN CUSTOMER EXPERIENCE AND INNOVATION?

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The Master in Customer Experience and 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?

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Customer Experience programs aim to give students the necessary skills to optimize interactions with, and the value provided to, their or their clients' customers. In the Master in Customer Experience and Innovation, through rethinking the customer journey, students learn to create seamless, synchronized customer experiences across products, services and businesses.

WHAT DO YOU LEARN IN A MASTER OF CUSTOMER EXPERIENCE AND INNOVATION?

More information below

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 and Innovation?

More information below

The program is spread across three terms and will cover four pillars: Business, Technology, Human-Centered Design and INNOLABS. The 1st term— the Core Period—lasts three months and covers both the core subjects common to all MARCOM programs and specialized subjects. In the 2nd term, also lasting three months, you’ll start working on hands-on projects as well as deepening your understanding of the role of CX and innovation. In the 3rd term, lasting four months, you’ll focus on the technologies and methodologies of tomorrow. You will 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 constitute 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?

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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.