Director, Customer Experience Strategy

**Director, Customer Experience Strategy**

at Landor New York Director, Customer Experience Strategy

**Let us tell you more...**

Social change and soaring technology are transforming the world around us, putting incredible pressure on businesses to change and adapt.

In this world, brand has never been more important. A sustainable brand has purpose. It informs decisions, drives differentiation and propels positive cultural change. And when brand is brought to life with outstanding design, it creates more than growth on the balance sheet it builds a sustainable future.

By bringing together Landor's brand consulting and strategic design capability, Fitch's expertise in experience, retail and workplace design - we help our clients promote business transformation

At Landor & Fitch, we're proud to be the world's largest specialist brand and design group. With more than 1,200 curious and creative minds, spanning 20+ countries, we work as one team to make a positive difference for our clients, their communities and the world we live in.

This role is for a world-class CX thinker / doer to work with some of the very best in the industry to focus and guide brand-building projects across the entire customer journey from initial brand identity development throughout the entire brand ecosystem.

Were looking for someone who is profoundly human-centric; a leader who inspires and a team player who knows the work only happens when people work together. This role will be embedded throughout the Landor & Fitch process and report to the Executive Director, Brand Experience Strategy.

If youre someone who is enthusiastic about deeply understanding and explaining customer, brand, product, category and culture we should meet. You will need to show us how and where youve applied your insights and strategic vision and why it drove business success.

You will focus on building deeper strategic client partnerships and growing potential partnerships through creative solutions.

You'll be bringing CX strategy to the table, developing custom ideations for our biggest clients, and connecting insights to brand experiences, product & service innovations, and activation / company culture strategy.

We are looking for a team leader who is capable of empowering cross-functional teams to develop inspiring and scalable innovations and experience strategies for clients. The role will rely heavily on principles of design thinking to drive innovation in omni-channel brands, and other related commercial fields. The ideal background for this candidate will be a proven working history & deep knowledge in customer-journey-based innovation and experience design, with a strong business and operational backbone in how both B2B and B2C brands work, and psychological insight into how humans behave across digital and physical brand ecosystems. This role will involve managing design-thinking driven deliverables and workshops with diverse teams of client stakeholders (including C-suite) and internal and external contributors to co-create strategies that increase customer engagement and improve customer experience and in the end, the clients bottom line.

The successful applicant will also be responsible for leading a team to build, lead and analyze workshop outcomes, develop customer experience storyboards, map operational workstreams, build digital experience concepts, model service design programs and identify business requirements to bring them to scale. The candidate will manage the development of these deliverables in parallel with other disciplines.

* Define the opportunities, insights, and frameworks for the Design Team to act on that result in increased awareness, revenue growth, client identified KPI improvement, and engagement for the brand.

* Beginning to end partnership with the Design Team as we develop and elevate brands throughout all touch-points, including Physical, Human, and Digital experiences.

* Define the strategic vision and contribute to overall brand growth.

* Crafts compelling storylines and informed brand experience strategies grounded in consumer insight and data.

* Works with (and coordinates work with) internal or external partners in customer insights, digital design, service design, prototyping and other key fields as needed

* Develops and facilitates workshop approaches, agendas, exercises to motivate groups of stakeholders to co-create common vision around future-state retail customer experience

* Analyzes and articulates the Customer Experience work in a visual and written form developing clear business vertical or workstream requirements for digital, service, interior, communications, marketing etc.

* Encourages and supports team development and practice growth pushing boundaries into new services lines and value for clients we partner with

* Leads research into best-in-class customer experience programs, customer insights, retail trends and technology.

* 8+ years experience driving brand experience, retail strategy, design thinking or innovation consulting, go-to-market campaigns in a digital/interactive/mobile/web environment.

* 4+ years experience Track record of building cases for, managing and communicating strategic initiatives to both key stakeholders and diverse internal creative teams.

* Demonstrated ability to problem solve using Customer Experience design-thinking methodology - integrating service, operations, digital and experiential design with help from brand, marketing, and other tools

* Knowledge of cross-channel customer journey mapping techniques and storyboarding

* Excellent communication skills among peers, client stakeholder and other disciplines.

* Ability to simultaneously tackle multiple projects and challenges with enthusiasm.

* Passion to rapidly build expertise on new businesses and industry verticals.

* Excellent public speaking and presentation skills.

* Ability to work in cross-functional teams in high pressure situations.

* Demonstrated knowledge of design-oriented research and customer insights methodologies

* Demonstrated experience communicating broad strategic initiatives to key stakeholders.

* MBA preferred, but not required.

**Our Benefits**

* Health Insurance (Medical, Dental, Vision)

* 12 weeks Paid-Parental Leave

* 401k Matching

* Generous Paid Time Off

* Summer Hours

* Commuter Benefits

**About Landor & Fitch**

We are a global brand transformation company, here to make a positive difference; to our clients, our people and the world around us. We were created by two industry pioneers who were constantly seeking different approaches and solutions by bringing together the unusual to create the extraordinary.

We are a team of a 1200+ curious minds, with 43 offices across 20 countries, working as one, to create extraordinary brand transformation by design.

Landor & Fitch is part of WPP, a creative brand transformation company.

**Our Commitment to Diversity & Inclusion**

*We believe diversity brings creativity, which is at the heart of everything we do. We are actively engaging in creating an environment free of discrimination, where our people and their uniqueness can shine and be celebrated. We're working to set new standards for the industry band we are always striving to create a culture that celebrates equity and belonging.*

*Landor & Fitch is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity or expression, sexual orientation, marital status, or any other legally-recognized protected basis under federal, state, or local law.*

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