Distinguished, Experience Strategist

About the team

The Experience Strategy & Innovation team partners across business units to uncover insights that shape impactful strategies enhancing member and associate experiences. Utilizing human-centered research and design thinking, the team identifies core challenges and opportunities to develop effective solutions. They lead enterprise-wide initiatives integrating advanced research and innovation practices across digital and physical environments. Focused on strategic foresight and evidence-based methods, the team drives continuous improvement and delivers measurable experience transformations aligned with business objectives, supporting the company's commitment to innovation and operational excellence.

What you'll do

• Define and evolve the end-to-end member experience across all touch-points, ensuring every interaction reflects Sam's Club's standards of care, convenience, and community.
• Establish member-centric experience principles and success measures, including satisfaction, loyalty, renewal, and lifetime value.
• Create journey maps and service blueprints that identify root cause, consequences and future opportunities to deliver the basics with greatness, increase value, strengthen connections, and reduce friction.
• Lead pilots and transformative initiatives that make members feel known, valued, and supported.
• Partner with member insights, research, and analytics to define strategic priorities, roadmaps, and advise senior leaders on investments and transformation decisions.

What you'll bring

• Membership strategy & growth: Deep expertise in acquisition, activation, retention, renewal, and the experience levers that drive member value, loyalty, and business outcomes.
• Experience & service design: Proven ability to create seamless, hospitality-inspired experiences across digital, in-club, and service touchpoints.
• Facilitation & influence: Skilled at leading cross-functional workshops and aligning stakeholders through effective storytelling, decision frameworks, and executive communication.
• Strategic insight & innovation: Translates research, analytics, and experimentation into experience strategies, roadmaps, and measurable outcomes. Uses AI, personalization, and emerging technologies to improve member satisfaction, engagement, and experiences at enterprise scale.

Minimum qualifications

• Option 1: Bachelor's degree in design, business, or related area and 12 years' progressive experience in experience strategy, UX, or service design with demonstrable enterprise impact and industry recognition (for example, publications, patents, keynotes).
• Option 2: Equivalent practical experience in enterprise-scale transformation and innovation leadership.

Preferred qualifications

• Experience in AI-assisted design, predictive analytics, or next-generation research methods.
• Experience influencing at the executive and board level through strategic storytelling.
• Experience shaping enterprise frameworks for measurement, design operations, or governance.
• Proven success in designing and scaling cross-channel experience systems across global or omnichannel environments.
• Recognized industry thought leadership (for example, keynote speaking, publications, patents, or academic collaboration).

Benefits

• Health benefits including medical, vision and dental coverage.
• Financial benefits including 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits including PTO, parental leave, family care leave, bereavement, jury duty, and voting. PTO and/or PPTO can be used for vacation, sick leave, holidays, or other purposes. Amount depends on job classification and length of employment and meets or exceeds paid sick leave laws where applicable.
• Short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement.
• Live Better U: company-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities, ranging from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid.

Pay

Annual salary range: $130,000.00 - $260,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) based on location.

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