CX Strategist

End to End Experience Design Strategist, Sr. Manager

The CX Design Strategist will play a pivotal role in gathering customer insights, identifying pain points, and driving innovation through user-centered design approaches. You will leverage your experience in customer experience research, facilitate design thinking workshops, and collaborate with cross-functional teams operating in agile environments. Your findings will directly inform product development, service improvements, and business strategy, all within an iterative, agile framework.

Key Responsibilities:

• Conduct qualitative and quantitative research to gather insights on customer needs, behaviors, and pain points.
• Design and execute customer experience research studies, including surveys, interviews, usability tests, and ethnographic research.
• Synthesize research findings into actionable insights and recommendations for internal stakeholders.
• Facilitate design thinking workshops that engage cross-functional teams in creative problem-solving and innovative ideation.
• Lead brainstorming and prototyping sessions to explore new solutions that enhance customer experience.
• Collaborate closely with product, UX/UI, marketing, and data teams to ensure research findings are integrated into the decision-making process.
• Work within agile methodologies, participating in sprint planning, retrospectives to ensure research aligns with product development timelines.
• Stay up-to-date on the latest category, cultural and technology trends.
• Bring forward new thinking related to methodologies, and technologies in CX, design thinking, and agile practices.
• Analyze customer feedback and data from various sources (e.g., surveys, NPS, social media, call center, etc.) to continuously improve CX, products and services.
• Communicate research insights and findings through compelling presentations, reports, and visualizations.

Qualifications:

• Bachelor’s degree in psychology, sociology, human-centered design, business, or a related field.
• 3+ years of experience in customer experience research, design thinking, or a related role.
• Proven experience running design thinking workshops and leading teams through collaborative, iterative processes.
• Strong analytical skills with the ability to turn data into meaningful insights.
• Experience with qualitative and quantitative research methodologies, including user testing, interviews, surveys, and data analysis.
• Experience working in agile environments and understanding how customer research fits within iterative product development cycles.
• Excellent facilitation skills with the ability to guide groups through ideation, problem-solving, and prototyping sessions.
• Familiarity with customer journey mapping, personas, and experience mapping.
• Proficiency in design and research tools (e.g., Miro, Figma, Qualtrics, or similar).
• Strong written and verbal communication skills, with the ability to present research findings clearly and persuasively.
• Ability to work independently and as part of a multidisciplinary team.