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Director, Experience Strategy

Job Title:

Director, Experience Strategy


Los Angeles, CA



Job Description:

Reporting to the SVP of Experience Research and Strategy, our Director of Experience Strategy is responsible for developing the Experience Strategy discipline and offerings to deliver client and user centered digital transformation initiatives that succeed in our mission of unlocking the limitless potential in people and organizations.

Who is the Director of Experience Strategy?

Our Lead Experience Strategist knows our clients’ businesses, the market, and our competition inside and out, and operates from a strong basis of confidence and curiosity. You are a well-seasoned strategic leader with the proven ability to effectively manage a successful team while building strong, long lasting relationships with clients. You have the stamina to lead strategic engagements that involve shaping a customer experience strategy through deep analysis and understanding of market and generative research. And you have the adaptability to use lean or hypothesis-led approaches that build strategies through continuous prototyping and refinement of an embodied value proposition. A thoughtful listener and an insatiable learner, you will use your experience, your creativity, and your grit to lead the development of the Experience Strategy discipline and offerings. A results-driven, growth-minded individual with an entrepreneurial mindset, you will evangelize the company, the practice, and our offerings through regular thought leadership creation, publication, and presentation.

A natural collaborator who leads by example, you examine problems and identify opportunities from the perspective of both the business and the customer. You will work with Experience Research in qualitative and quantitative inquiry and translate ideas and insights into tangible concepts, generative experience models, actionable plans, and detailed roadmaps. You will collaborate with Experience Design to create models, diagrams, and  exploratory design assets that both serve as the foundation of detailed design work and inform and evolve Living Strategies. You will work closely with Experience Management to guide clients through a project from sales all the way to delivery. Across all phases of a project, you will leverage a breadth of experience in business strategy, customer insight, market insight, product and/or service design and technology into actionable experience strategy and execution that serves both business and user needs.

Job Requirements:

  • 7-10 -plus years of experience leading digitally based professional services groups.
  • Experience in delivering digital products such as complex websites, portals, integrated apps, enterprise technology platforms and leading large-scale global engagements.
  • Proven expertise in consulting, planning, and leadership of experience strategy projects with Fortune 1000 clients across different industries.
  • Expert facilitator of meetings, working sessions and workshops with sensitivity to client and team needs. 
  • Expert business strategist with a deep toolkit and extensive use of business strategy frameworks, prioritization, roadmaps, business case development, etc. 
  • Highly proficient at experience modeling techniques, mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business. 
  • Passion for growing a business by way of evangelizing the company vision.
  • Create and execute a winning plan to achieve company level goals and objectives, maximizing profitable growth and minimizing risk to the business.
  • Confidence in shaping and setting revenue forecasts to inform critical business decisions.
  • Define the strategy for attracting business and ensuring quality solutions, happy clients, and a thriving team.
  • Build, inspire, and nurture a strong, client-focused team.
  • Ensure the right people are in the right roles, while holding them accountable for achieving assigned goals and objectives.
  • Support and develop team members for optimal performance and growth.
  • Embody company values in voice and action.
  • Do what needs to be done to build our firm to be a great company, even if it falls outside of their role.

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