Associate Director, Experience Strategy

This is a fully remote position, open to applicants in New York.

📋 Description

• Develop and implement go-to-market strategies while influencing executive decision-making.

• Generate measurable pipeline and revenue growth through experience-driven initiatives.

• Establish distinct offerings and create compelling executive-level narratives and points of view.

• Produce executive-ready pre-sales materials, including value propositions, pitch narratives, solution frameworks, and storytelling systems.

• Equip sales teams and pursuit groups with unique customer experience positioning.

• Formulate integrated experience strategies that align business goals, technological capabilities, and user requirements.

• Assess customer and employee journeys to uncover optimization possibilities involving self-service, AI, automation, and empowerment models.

• Lead the development of experience maps, customer journeys, service blueprints, and future-state visions.

• Design and conduct executive workshops, co-creation sessions, and innovation initiatives.

• Oversee qualitative and quantitative research, concept testing, and competitive analysis.

• Utilize psychology and behavioral insights to drive adoption and cultural transformation.

• Mentor indirect reports and cross-functional colleagues, enhancing CX practice capabilities.

⛳️ Requirements

• A minimum of 10 years of progressive experience in a consulting role focused on CX strategy.

• A combination of sales and delivery experience is preferred.

• Proficiency in CX principles, encompassing VOC programs, service design, automation, AI-driven experience transformation, and CX benchmarking.

• An undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related discipline.

• Familiarity with CX omnichannel tools or CCaaS technology, such as Qualtrics, Medallia, NICE CXone, Amazon Connect, or Genesys Cloud CX, is advantageous.

• Willingness to travel up to 30% as business needs arise.

• Capability to lead executive-level pre-sales efforts, workshops, co-creation sessions, research, strategic analysis, and CX solution design.

• Understanding of psychology and behavioral insights.

🏝️ Benefits

• Discretionary annual bonus program based on performance.

• Medical and dental coverage.

• Disability benefits.

• Retirement benefits.

• Paid leave.

• Paid time off.

• Employee learning opportunities and access to industry certifications, including Microsoft, Google, Amazon, and Skillsoft.

• Company-wide volunteering and giving platform.

• Inclusion Networks.

• Up to 30% travel as business requires.