Experience Strategy Lead

About Astound Digital

Astound Digital is a leader in the digital space, committed to creating seamless, end-to-end customer experiences for innovative brands. We leverage our expertise in AI to drive innovation and efficiency, empowering our clients to stay ahead in the competitive digital landscape.

Job Purpose

As an Experience Strategy Lead, you will grow our Experience Strategy capabilities while ensuring a significant impact on client success through high-level project leadership.

Key Responsibilities

• Maintain a consistent billable utilization target by serving as the dedicated Design and Experience Lead for assigned client accounts and projects.
• Directly contribute to and oversee the creation of Experience Strategy artifacts, including research frameworks, content audits, strategic benchmarks, persona development, and journey mapping.
• Scale the Experience Strategy practice by leading recruitment, interviewing, and hiring initiatives to grow the department.
• Drive organization-wide growth by spearheading sales initiatives, strategic account reviews, and high-level consulting engagements.
• Provide executive sponsorship and hands-on quality control across multiple projects to ensure the integrity of design and strategy deliverables.
• Define and evolve the suite of services and deliverables offered, adapting to emerging market trends and evolving client needs.
• Collaborate with sales and senior leadership teams to establish workflows for cross-functional integration between Experience Strategy, UX, and UI.
• Create modular, reusable sales documentation, service descriptions, and case studies to streamline RFP responses and business development.
• Establish departmental standards for tools, processes, and methodologies while evangelizing the discipline across the wider organization.
• Manage the functional team’s performance through resource allocation, mentorship, and professional development reviews.
• Lead hands-on creation of practice-specific artifacts and provide collaborative support for UX and UI design work when necessary.
• Develop executive-facing narratives, presentations, and strategic storytelling that clearly communicate customer experience opportunities, transformation vision, and business value.
• Define a point of view on modern digital customer experiences across commerce, CRM, and self-service channels, grounded in customer behavior, buyer journeys, and brand experience principles.

Qualifications and Skills

• 7+ years of professional experience in experience strategy, CX consulting, digital transformation
• 3+ years of experience in functional team oversight and managerial leadership within a creative or agency environment
• Proven ability to meet and exceed billable utilization targets while simultaneously managing practice-level leadership responsibilities
• Extensive background working within the consulting or professional services industry, managing client relationships and delivering high-impact strategic solutions
• Experience acting as the primary Experience Strategy or CX lead on large-scale digital transformation initiatives, ideally spanning commerce, customer engagement, or digital experience platforms
• Advanced skills in research methodologies, including facilitating stakeholder workshops and synthesizing complex research into cogent strategic arguments
• Demonstrated experience in presentation development and strategic storytelling, with the ability to translate complex ideas into compelling executive narratives; familiarity with UX design tools such as Figma preferred
• Master-level communication, interpersonal, and presentation skills with a demonstrated ability to influence and inspire cross-functional teams
• Experience defining customer experience strategies informed by user behavior, journey design, digital engagement models, and commerce / retail experience principles

What we offer in return

• Global Collaboration: Work with diverse and talented professionals across the globe.
• Off-the-Charts Career Growth: Clear career path and a performance review system, career coaching, training and certifications, mentoring and knowledge sharing.
• Well-being Is Top Priority: Parental leave, paid time off, comprehensive health and medical plans.
• Real Work-Life Balance: Flexible working modes; flexible hours; work-life balance support on every stage and level.