Director, CX Strategy

About the role

You will lead and grow One North’s CX strategy capability within our CX/UX Strategy team and across our multidisciplinary delivery organization.

Responsibilities

• Continually evolve the CX strategy practice vision in partnership with agency leadership, connecting practice priorities to business goals, client needs, and market opportunities.
• Shape the growth of the practice by initiating priority programs, cross-functional efforts, internal projects, new ways of working, and emerging technology exploration.
• Grow and lead a team of strategists through hiring, onboarding, coaching, mentoring, role definition, and individualized development planning.
• Lead managers, principals, and leads by supporting their autonomy, strengthening their practice leadership, and enabling ownership of process, delivery, and team development.
• Coach teams, remove obstacles, manage escalations, and step in when needed to support complex client, stakeholder, or executive relationships.
• Foster a culture of knowledge sharing, critique, experimentation, and learning through team rituals, cross-functional forums, presentations, and events.
• Identify, select, and manage the facilities, tools, resources, and vendor relationships required to support practice needs.
• Establish and grow long-term client relationships in partnership with account and sales teams, serving as a trusted advisor and identifying opportunities for deeper partnership.
• Advise clients on enterprise transformation, experience innovation, organizational change, responsible adoption of emerging technologies including AI, and experience strategy.
• Represent One North’s CX strategy expertise through sales & capability presentations, thought leadership, conference presentations, panels, and executive conversations.
• Direct complex, end-to-end CX strategy engagements as one of our most senior-level practitioners, providing project team oversight for delivery and client relationships.
• Shape and lead strategy work across customer and employee experiences, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping.
• Collaborate with brand, design, technology, data, product, and content leaders to align teams around a cohesive experience strategy and ensure it is effectively implemented.
• Guide the design of experiences that are transparent, trustworthy, measurable, and grounded in real user needs, including appropriate user control, feedback paths, fallbacks, support models, and escalation points.
• Ensure AI-assisted work maintains strategic rigor by validating outputs, distinguishing facts from hypotheses, checking source quality, and avoiding unsupported claims.
• Develop new CX strategy capabilities that evolve the business and align to agency strategy, market opportunities, industry trends, and client demand.
• Define where emerging technologies, including AI, fit in CX strategy delivery, including appropriate use cases, workflow patterns, tools, quality expectations, team enablement needs, and client-facing applications.
• Develop reusable AI practice assets, such as prompt templates, workflow playbooks, evaluation checklists, decision logs, risk registers, service patterns, measurement plans, and governance inputs.
• Lead responsible AI enablement across the practice by identifying high-value use cases, coaching teams on effective adoption, and building sustainable systems that improve decision-making, quality, speed, and long-term business value.
• Uphold expectations for safe AI use, including confidentiality, intellectual property protection, data sensitivity, approved tools, human review, source validation, bias awareness, and appropriate escalation.
• Partner with design, technology, data, legal, security, and delivery stakeholders to identify risks, define guardrails, and operationalize controls for AI-enabled work.
• Create and maintain practice capability documentation, including methodologies, processes, examples, templates, delivery tools, capability materials, quality standards, and enablement resources.
• Partner with our AI Innovation experts to define learning loops and measurement approaches for AI-native experiences, including adoption, satisfaction, trust, quality, effectiveness, exception handling, and business-value indicators.

Qualifications

• 10 or more years of experience in CX, UX, product strategy, service design, or a related strategy discipline within an agency, consultancy, or complex enterprise environment.
• 3 or more years of people leadership experience, including experience leading managers, leads, or senior practitioners.
• Proven ability to build and lead strategy teams, manage a portfolio of complex work, and develop operating models that improve team effectiveness.
• Deep expertise in human-centered research, strategy, service design, journey management, and experience innovation.
• Experience advising executives and senior stakeholders across operations, marketing, CX, UX, EX, technology, data, product, and digital experience initiatives.
• Demonstrated expertise in user research, data analysis, synthesis, storytelling, and presentation development.
• Experience guiding executive-level meetings, workshops, discovery sessions, and strategic conversations.
• Demonstrated ability to build trusted, long-term client relationships and contribute to business development efforts.
• Demonstrated experience leading responsible AI adoption in strategy, research, design, consulting, or delivery environments, including quality control, governance considerations, workflow enablement, client advisory, and measurement of AI-enabled outcomes.
• Experience designing or enabling AI-supported solutions, including human-centered AI touchpoints, services and workflows, trust and consent flows, measurement plans, operating model implications, and end-user support considerations.
• Experience leading internal teams through cross-functional process improvement or operating model change.
• Collaboration with business analysts, data analysts, product owners, marketers, brand strategists, content strategists, designers, technologists, CMS teams, CRM teams, and other delivery partners.
• Strong leadership and interpersonal skills with the ability to influence cross-functional teams and manage competing priorities.
• Ability to travel to internal and client sites up to 25% of the time, including internationally.

Skills

• Effective communication: Communicates with clarity, precision, and tact across audiences, channels, and levels of seniority.
• Ambiguity management: Creates direction and momentum when problems, inputs, or outcomes are not yet clear.
• Decision quality: Makes timely, well-reasoned decisions that move teams, clients, and the organization forward.
• Results orientation: Consistently delivers outcomes, even in complex or high-pressure situations.
• Accountability: Holds self and others accountable for commitments, quality, and impact.
• Purpose-driven leadership: Connects people to a compelling vision and motivates action around shared goals.
• Emotional intelligence: Uses empathy, self-awareness, and sound judgment to build trust and strengthen teams.
• Adaptability: Adjusts approach in real time to meet the needs of different clients, teams, and situations.
• Trust building: Earns confidence through honesty, integrity, follow-through, and authenticity.

Benefits

• Blue Cross Blue Shield PPO Health coverage.
• Dental and Vision insurance.
• Life/AD&D insurance and Short/Long Term Disability insurance.
• 4 weeks of paid time off, in addition to company paid holidays.
• Parental and Primary Caregiver Leave.
• Employee Perks Program.