Sr. CX Strategist

Merge Storytelling and Technology

MERGE promotes health, wealth and happiness in the world by merging storytelling with technology and offers marketing and technology clients full-service capabilities including strategy, creative communications, experience engineering, performance marketing, media and digital platform development. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide and Morgan Stanley. With 800 employees across offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles, MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. For more information, visit

Promote Health, Wealth & Happiness

We are committed to promoting health, wealth, and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage minds and hearts to do the best work of their careers.

As our Sr. CX Strategist, you will...

Be interested in human behavior, experience design, and digital marketing. You will take note of your own experiences and be intensely curious about what goes into creating great solutions for others and want to gain experience in the strategy, research, and measurement aspects of bringing great experiences to life for people and businesses.

You have an interest in and some experience with different methods for evaluating various types of problems, from generative research that helps identify early-stage opportunity areas to evaluative research to gauge the extent to which a potential solution fits the bill. You're curious about how smart work gets produced, just as eager to roll up your sleeves with tech and creative partners, as you are to work with customers and clients.

You're eager to learn and dive into any task or opportunity to partner with colleagues. You crave an organization where your contributions will make an impact. You want it all wrapped up in a culture that is passionate and insanely committed to bringing new products to life and creating awesome cross-channel experiences.

Be Accountable and Responsible

Supporting research, ideation, innovation

• Craft and run smaller workshops, work sessions, ideation, innovation, and co-creation/ co-design activities without much oversight.
• Help with and mentor junior team members in research operations/admin best practices. (e.g. scheduling, topic evaluation and backlog maintenance, evaluation of screeners and guides).
• Plan and conduct qualitative research without much oversight.
• Analyze and synthesize qualitative and quantitative research without much oversight. Support leaders in delivering findings in a manner that resonates with the client's business needs and defines a path forward.
• Conduct heuristic evaluations and competitive reviews, identifying implications for the client.

Leading customer-centric activities and maintenance, keeping the customer at the center of planning and delivery of meaningful experiences

• Create Journey maps (craft new maps; maintain and update existing maps). Incorporate complex information and create custom journey map frameworks as required by the data and business needs.
• Persona development, maintenance, and updating. Storytelling that champions empathy-led methodologies across MERGE and clients.
• Other types of mapping, service design, design thinking, and human-centered design-focused activities as appropriate.
• Participate in collaborative sessions with the XD and creative team, helping to ensure customer needs and insights have been incorporated.
• Participate in omni-channel experience envisioning and delivery, specifying how to integrate CX insights into 1:1 program design.

Championing CX within MERGE

• Work under leadership supervision to create and share case studies that get teammates and clients excited about pursuing customer-led methods.
• Stay current with trends, insights, new concepts, new technologies, and platforms, and thought leadership that is relevant to our business and our clients'
• Work with the teams to identify and define problems, challenges, and opportunities within projects/engagements or more holistically for a client and to recommend solutions
• Partner with creative, tech, and account leads to build on your recommendations for a cohesive and integrated approach.

These are the qualifications we're looking for:

• 3+ years of experience in strategy, CX, and/or related fields, preferably in an advertising agency or consulting firm
• Proficiency in presentation design, and tools such as Miro/Mural, Smaply/UXPressia, etc. Familiarity with Figma
• Research skills, including a basic understanding of formative, generative, and evaluative qualitative & quantitative methods, and familiarity with conducting secondary research.
• Exposure to ethnographic methods, co-creation and longitudinal methods
• Experience with methods such as Jobs to be done, Mental model map, value proposition, business model canvas, experience storyboarding, journey-based measurement
• Strong writing and communication skills. Able to effectively present own work in client settings, articulating the rationale for recommendations.
• A collaborative work style
• Self-driven work ethic, intellectual curiosity, and creativity
• Strong organizational skills and attention to detail
• Experience planning and facilitating workshops with internal and/or client teams

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And here's how we live our values at MERGE

• Ability. Mastering our craft
• Agility. Delivering with a growth mindset
• Humility. Collaborating for shared success

MERGE is proud to be an Equal Opportunity Employer

MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be