CX Strategist

We are looking for someone with a customer experience strategy, research, and ideation skillset that has experience designing and delivering complex service design solutions across multiple customer and business touchpoints.

About the role

As our next CX Strategist, you will build and lead CX strategy across a portfolio of clients with increased complexity and strategic demand—serving as the CX Strategy subject matter expert across a spectrum of mid- to large-scale projects, with minimal oversight. You will drive project implementation and lead advanced CX strategy, working across disciplines to bring highly polished, innovative, and transformative digital solutions to life. Although you will not directly manage people, you will regularly drive team camaraderie, bringing empathy to create safe spaces for taking risks and healthy debate.

Responsibilities

• Build trust in clients by supporting their business goals with CX strategy recommendations.
• Design and conduct CX research activities, including planning, recruiting, interviewing, and synthesis, to deliver actionable insights.
• Design and facilitate collaborative ideation, evaluation, and participatory design sessions and workshops with client stakeholders and team members.
• Shape strategic visions/narratives to meet clients’ needs.
• Craft well-designed artifacts to communicate findings and recommendations.
• Support design recommendations with qualitative and quantitative data.
• Develop concepts and illustrative scenarios to help clients envision future-state interactions and build support for implementation.
• Create roadmaps to guide long-term innovation and transformation programs.
• Bring a strong point-of-view and leadership to CX strategy and human-centered design processes for clients and cross-functional teams.
• Collaborate closely with UX, Design, Brand, Content, Data, and Technology experts to bring solutions to life.
• Contribute to the Strategy discipline through process improvement, thought leadership, education, and community participation.

Skills

• Business Insight: Applies knowledge of business and marketplace to advance organizational goals.
• Action-Oriented: Takes on new opportunities/challenges with urgency, energy, and enthusiasm.
• Manages Ambiguity: Operates effectively, even when things are not certain or clear.
• Cultivates Innovation: Creates new and better ways for the organization to be successful.
• Collaborates: Builds partnerships and works collaboratively to meet shared objectives.
• Adaptability: Adapts approach in real-time to meet shifting demands of different situations.

Requirements

• 3-5+ years of CX, UX, or Product strategy experience in an agency or consultancy.
• Expertise in human-centered research methodologies and techniques, such as contextual observations, in-depth interviews, design workshops, intercepts, surveys, etc.
• Experience designing and leading ideation, collaboration, or design exercises and workshops grounded in design thinking or human-centered design principles.
• Experience developing key CX/design strategy artifacts such as vision statements/narratives, personas, journey/experience maps, service blueprints, roadmaps, etc.
• Experience communicating and visualizing complex and abstract ideas and concepts.
• Experience integrating quantitative insights into deliverables to strengthen recommendations.
• Excellent storytelling and presentation skills.
• Ability to stay organized, managing responsibilities and meeting deadlines across a variety of projects.

Pay

The pay range for this position is $80.00 - $85.00/hr. Individual compensation offered within this range will depend on factors including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a contract position based remotely. The role is fully remote.