Director, Experience Strategy

WHAT DOES A DIRECTOR, EXPERIENCE STRATEGY DO?

The Director of Experience Strategy leads the design and optimization of omnichannel experiences that connect brand purpose to customer needs through real-time data, content, user needs, technology, and insight. As an expert in digital channels and omnichannel integration, this individual identifies opportunities to innovate and activate personalized customer journeys by collaborating internally, with clients and agency partners.

Lead the execution of core Experience Strategy deliverables, including Website/IVA Strategy, Omnichannel Plan, Content Plan and recommendations, etc., Partner with XS leadership on advanced omnichannel plans, personalization strategies, and modular content initiatives Understand end-user needs and provide double clicks into user flows to reduce friction while enabling optimal accessibility & inclusivity Ensure alignment with overall brand strategy and create tactical briefs, implementation documentation for program execution Analyze qualitative and quantitative data to generate actionable insights and translating into compelling, data-backed stories and strategic recommendations for clients Support manager and Experience Strategy leadership on organic growth and new business initiatives Collaborate with senior leadership to define and develop new, innovative deliverables that drive client success and agency growth Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.