Strategy Director, Experience

Demonstrated ability to problem solve using Customer Experience design-thinking methodology - integrating service, operations, digital and experiential design with help from brand, marketing, and other tools

Knowledge of cross-channel customer journey mapping techniques and storyboarding

Demonstrated knowledge of design-oriented research and customer insights methodologies

Demonstrated experience communicating broad strategic initiatives to key stakeholders.

You will focus on building deeper strategic client partnerships and growing potential partnerships through creative solutions. You'll be bringing CX strategy to the table, developing custom ideations for our biggest clients, and connecting insights to brand experiences, product & service innovations, and activation / company culture strategy.

We are looking for a team leader who is capable of empowering cross-functional teams to develop inspiring and scalable innovations and experience strategies for clients. The role will rely heavily on principles of design thinking to drive innovation in omni-channel brands, and other related commercial fields. The ideal background for this candidate will be a proven working history & deep knowledge in customer-journey-based innovation and experience design, with a strong business and operational backbone in how both B2B and B2C brands work, and psychological insight into how humans behave across digital and physical brand ecosystems. This role will involve managing design-thinking driven deliverables and workshops with diverse teams of client stakeholders (including C-suite) and internal and external contributors to co-create strategies that increase customer engagement and improve customer experience – and in the end, the client’s bottom line.

The successful applicant will also be responsible for leading a team to build, lead and analyze workshop outcomes, develop customer experience storyboards, map operational workstreams, build digital experience concepts, model service design programs and identify business requirements to bring them to scale.

The candidate will manage the development of these deliverables in parallel with other disciplines.

Define the opportunities, insights, and frameworks for the Design Team to act on that result in increased awareness, revenue growth, client identified KPI improvement, and engagement for the brand.

Beginning to end partnership with the Design Team as we develop and elevate brands throughout all touch-points, including Physical, Human, and Digital experiences.