Master In Customer Experience & InnovationConceive, develop and implement innovative products, services and experiences with a human-centered focus at each step of the customer journey.

Master in Customer Experience & Innovation

We live in the total experience economy. How do you create seamless and synchronised customer experiences across products, services, organizations and businesses? This Master takes a close look at human-centered design, and how to find innovative ways to deliver value to the customers.

Career World
Start date
10 Months


Students must fulfill the following requirements to be able to request the issuance of the Official University Degree upon completion of the Master Program.

Career-focused program

With HST's hands-on approach, you will come out of this program an architect of human-centered innovation in both the digital and physical worlds.

From high-tech to human

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, coming out a next-generation CXI pro.

Learn from top professionals of the new digital economy

Our faculty is made up of a diverse group of academics and professionals, who bring pedagogical rigor and real-world expertise into the classroom.

Roll up your sleeves

The program uses hands-on methodologies with transversal value for areas like Innovation, Product, Research, Strategic Design, Business Strategy, and more. By far the most important value, however, will be your training in building bridges and busting silos to bring diverse stakeholders together within and without an organization.

The pros of the future

Chief Customer and Experience Officers are rapidly rising positions: 90% of senior executives said CX is one of CEO’s top three priorities (McKinsey, 2016)

Program Director

ProfileAndrew McCarthy

Professor, Master in Market Research & Consumer Behavior and Master in Customer Experience & Innovation

Academic Director, Master in Customer Experience & Innovation, IE School of Human Sciences & Technology
Professor, IE Business School
Strategic Design - CX Consultant, oudein.crew

Andrew McCarthy

Professor, Master in Market Research & Consumer Behavior and Master in Customer Experience & Innovation

Academic Director, Master in Customer Experience & Innovation, IE School of Human Sciences & Technology
Professor, IE Business School
Strategic Design - CX Consultant, oudein.crew

Innolab: Corporate Client Project
Innolab: Creative Process & Practice
Innolab: Creative Process & Practice II
Innolab: Creative Process & Practice III
Innolab: Entrepreneurial Project
Innolab: Social Impact Project
Launch: Applied CXI
Meeting with the Academic Director
Meeting with the Academic Director – MCXI
Meeting with the Academic Director II
Meeting with the Academic Director III
Customer Experience

Professional Experience
Andrew Peter Wallace McCarthy is a designer, facilitator, consultant, and educator. Andrew has worked in his beloved New York and internationally as a designer, art and creative director, and creative consultant in several multinationals and a great many startups, advising organizations on creativity, strategy, innovation processes, user experience, and design. Andrew studied philosophy and the history of math and sciences, then design, and now teaches design thinking and strategy, visual communications, creativity, innovation process, and entrepreneurship as an Associate Professor at IE. More recently, Andrew has taken on the role of founding Academic Director for the Master in Customer Experience and Innovation at the IE School of Human Science and Technology, which will launch in October of 2017. Andrew practices improv and plays music, speaks and moderates at events and conferences, and his voice has been featured in ads and audiobooks, at his daughters’ bedtimes, and to the startlement of animals great and small.

Professional & Teaching Experience
Founding Academic Director, Master in Customer Experience & Innovation – IE School of Human Sciences & Technology
Associate Professor, IE University, School of Human Sciences & Technology, IE Business School
(having taught over 150 courses, workshops, modules, and masterclasses consisting of thousands of hours across more than 20 programs)
MVDM Advisory Board Member – IE HST
Academic Director, modules in IMBA, MIM, GSFP, and others at IE
Independent Designer; Facilitator; Creative Director
Independent Strategy, Innovation, & Creativity Consultant
Academic Director, Team Coach, Program & UX Designer, Facilitator, at Teamlabs/ Madrid & Barcelona
Head of Digital and Design, Gallarus Ventures, LLC
Member: Impact Hub; Collaborator: TeamLabs, Redradix, utopic_US h2i, Mima Espacio Creativo, Studio Banana, among many others
Mentor: Venture Labs, IE Net Impact, MasterYourself, among others
Standard & Poor’s, Creative Consultant
Energy Intelligence, Creative Director
Instructor, Gotham Writer’s Workshop, New York City (USA)
Visiting Professor, Guangzhou Teacher’s College, Guangzhou (PRC)
Clients have included: MTV, Paramount, Dimension Data, Google, Mutua Madrileña, MetroMadrid, BBVA, GEHC, AEP, Ferrovial, Soundportraits, FARmedia, La Resistance, Adidas, WPE, Loewe, Alhambra, and HarleyWood, Scholastic, Cole’s, BP, Shell… among many, many others

Academic Experience
St. John’s College, Annapolis, MD (USA), Bachelor of Arts in Philosophy & Political Science, Minor in Comparative Literature & History of Mathematics and Science
School of Visual Arts, NY (USA)
Portsmouth Abbey School, Portsmouth, RI (USA)

percent of students found a job within 3 months of graduating

Why Customer Experience & Innovation?

Experiences make bank

Customer profit margin is 527% higher (year-over-year) for companies with the best customer experience management.– SAP Center for Business Insight.

Marketing has gotten a facelift and become CX

Customer experience is the new game changer

89% of companies expect to compete mostly on the basis of customer experience in 2018.- Gartner

  • Learning and innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow.

    William Pollard



Check out the brochure to explore more about the program.

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Dual Degrees

Customize your education based on your specific interests and passions through a Dual Degree to give your career a multidisciplinary boost to spearhead change in the new world of work. The combination of this program with a Master’s in Management (if you have 0-2 years of experience) or an International MBA (if you have 3 or more years of experience) will position you on the threshold of two exciting worlds; acquiring a broader skillset and a competitive differentiation with a sharp focus. Select your dual degree based on your years of experience:

Financial aid

We offer customized, merit-based aid and loan programs to financially support our students' education and professional success.

Learn more and apply
Start your journey
Thousands of students come to Financial Aid each year to create a tailor-made financial plan.

Hear from our students

Hear from our students

IWONA TYMINSKA – Master in Customer Experience & Innovation