Job PurposeAs an Experience Strategy Lead, you will be instrumental in growing our Experience Strategy capabilities while maintaining a direct impact on client success through high-level billable project leadership. You will serve as a strategic and functional expert, acting as the primary Design and Experience Lead on key engagements to drive critical business processes and deliver transformative digital outcomes. Your role involves a blend of executive-level thought leadership and hands-on execution, balancing practice growth and departmental management with direct contribution to high-value client deliverables and utilization targets.
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.
- Develop 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.
- Create executive-facing narratives, presentations, and strategic storytelling that clearly communicate customer experience opportunities, transformation vision, and business value.
- Develop 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: The opportunity to work daily with diverse and talented professionals across the globe.
- Off-the-Charts Career Growth: Сlear 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: Dependent on location, we offer remote, in-office, or hybrid working modes; flexible hours; work-life balance support on every stage and level.
