Senior CX Strategist

About the role

As our next Senior CX Strategist, you will lead CX strategy projects across a portfolio of clients, including complex enterprise organizations. As part of One North’s CX/UX Strategy team, you’ll serve as a CX strategy subject matter expert, guiding customer and employee experience work with limited oversight and helping teams connect insight to measurable outcomes.

Core Responsibilities

• Work across a spectrum of large-scale and small-scale CX projects for diverse organizations at the intersection of experience innovation, organizational change, and technology transformation.
• Build trust with clients by supporting their business goals with end-to-end CX and employee experience strategies, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping.
• Design and conduct CX research activities and programs, including selecting appropriate methods, such as observations, one-on-one interviews, usability testing, surveys, and workshops; planning, recruiting, fielding, analysis, and synthesis; and documenting assumptions, limitations, findings, and hypotheses to deliver actionable insights.
• Create strategic visions, narratives, concepts, journey maps, service blueprints, and experience maps that meet client needs and connect customer and employee insight to business value and implementation priorities.
• Craft well-designed artifacts and presentations that communicate findings, recommendations, trade-offs, and next steps through clear storytelling and visuals.
• Generate recommendations that balance customer and employee value with client business goals and implementation effort, building momentum toward follow-on initiatives.
• Support recommendations with qualitative and quantitative data, connecting customer insight, analytics, experimentation, and business metrics to strategic decisions.
• Create concepts and illustrative scenarios that help clients envision future-state interactions and build support for implementation.
• Develop roadmaps to guide long-term innovation and transformation programs.
• Bring a strong point of view to One North’s CX strategy and human-centered design processes for clients and cross-functional teams.
• Collaborate with UX, Design, Brand, Content, Data, Product, Technology, AI, CMS, CRM, and analytics partners to align cross-functional teams around cohesive strategies and implementation paths.
• Contribute to a team environment that encourages autonomy, inclusive collaboration, strong strategic craft, and thoughtful decision-making.
• Support business development efforts by contributing to CX strategy capabilities, perspectives, methods, examples, and recommendations to CX leadership.
• Contribute to the CX/UX Strategy discipline through process improvement, thought leadership, education, and community participation.
• Apply AI to accelerate and deepen strategic work, including research planning, theme identification, synthesis, concept exploration, and artifact development, while validating outputs, checking source quality, and distinguishing facts from hypotheses.
• Collaborate with teammates to assess how AI may enhance or impact a client’s business, customers, employees, workflows, and service models, surfacing opportunities, risks, privacy considerations, bias concerns, and experience implications.