One North, a digital agency recently acquired by TEKsystems Global Services®, is looking for a dynamic and driven Senior CX Strategist to join our team. 

We help some of the world’s most complex organizations stand out from the crowd by delivering breakthrough brand experiences. Leveraging expertise across strategy, brand and experience design, and technology, our experts use digital to reimagine how clients connect, communicate, and engage with their audiences to win new business, strengthen client relationships, and attract and retain top talent. 

POSITION OVERVIEW

One North is looking to add a Senior CX (Customer Experience) Strategist to our open, inclusive, and collaborative team. In this role, you will be on the front lines helping our clients ideate, plan, create, and deliver digital products and experiences. 

At One North, CX Strategy extends across all types of services and products, so identifying and understanding the target audience is critical for building what customers, employees, patients, recruits, and more, seek and desire. Ideally, the ideal candidate will have strong and demonstrated research acumen, strategy chops, collaboration, and client leadership skills. Successful candidates often come from a strong background in UX, CX, digital strategy, or product strategy. As part of our multidisciplinary Strategy team, you will be at the leading front of our most complex, impactful efforts for clients.

RESPONSIBILITIES

• Work across a spectrum of large- and small-scale digital strategy and CX projects, with little oversight on smaller engagements.

• Lead strategy efforts through expert command of the CX toolkit, including user/customer research and analysis (observation, interviews, surveys, audits, competitive analysis), design thinking exercises, persona development, and journey map creation.

• Develop a strategic vision / narrative according to the clients’ needs, from the executive/organizational level down to a selected product or experience. 

• Conduct collaborative ideation, evaluation, or participatory design sessions and workshops with client stakeholders and One North team members.

• Lead the creation of strategic, actionable, and iterative roadmaps to guide long-term Digital CX innovation or transformation efforts.

• Incorporate qualitative and quantitative data to drive design decision making.

• Establish One North as strategic, consultative advisors to executives and senior leaders, especially in Marketing, Technology, and Product organizations.

• Function as both a lead expert for core CX projects and as a strategic advisor during experience design and delivery efforts, providing actionable insights and clear recommendations. 

• Bring a strong point-of-view and leadership to a design thinking and human-centered design process for clients and cross-functional teams.

• Balance user/customer needs with our clients’ brand, business goals, market viability, and technical feasibility.

• Collaborate closely with Brand, Content, UX, Design, Data, and Technology experts to bring the solution to life.

• Contribute to the Strategy discipline through process improvement, thought leadership, education, and community participation.

SKILLS & QUALIFICATIONS

• 5 or more years of professional agency or consulting experience preferred

• Bachelor’s degree preferred 

• Background in relevant field of strategy such as UX, CX, Design, Product, or Digital

• Agile / Scrum experience creating user stories, prioritizing a backlog, participating in feature presentations is a plus, though not required 

• Expert command of user and customer research techniques, such as surveys, in-depth interviews, observational studies, focus groups, participatory design workshops, etc.

• Experience developing key CX strategy deliverables such as personas, journey maps, service blueprints, vision statements/narratives, roadmaps, etc. 

• Experience analyzing CX metrics, such as customer satisfaction data, NPS scores, transactional KPIs

• Strong presentation skills, experience communicating and visualizing complex and abstract ideas and concepts, storytelling and presenting to executive-level stakeholders 

• Excellent verbal and written communication skills

• Experience leading ideation, collaboration, or design exercises and workshops grounded in design thinking or human-centered design principles

• Ability to stay organized, managing responsibilities and meeting deadlines across a variety of projects

• Ability to travel to client sites as projects require (post-COVID), up to 15% of the time