Senior Experience Strategist

Markage; Canada; Hybrid; CAD 95,000 - 135,000; Full time

Job summary

Markage in Canada is seeking a Senior Experience Strategist for an on-site role based in Calgary, Vancouver, or Toronto. You will lead research and strategic framing for customer, service, brand, and digital experience projects, translating evidence into journey maps, propositions, and service concepts.

Collaborating with client directors, product leaders, researchers, designers, and senior stakeholders, you will present clear strategic directions and ensure how insights translate into practical

Qualifications

• Substantial experience in experience strategy, service design, customer strategy, or related work.
• Strong research, synthesis, facilitation, writing, and senior presentation skills.
• Experience translating complex evidence into practical experience or design direction.
• Ability to lead strategy workstreams with limited supervision.

Responsibilities

• Lead research and strategic framing for customer, service, brand, and digital experience projects.
• Define key problems, audiences, needs, moments, behaviours, and experience opportunities.
• Synthesize qualitative and quantitative evidence into clear insights and strategic implications.
• Develop journeys, experience principles, propositions, service concepts, and decision frameworks.
• Plan and lead workshops, interviews, stakeholder sessions, and collaborative strategy activities.
• Present strategic recommendations clearly to senior clients and internal leadership.
• Work with design and product teams to translate strategy into practical decisions.

Skills

Experience strategy

Research and synthesis

Workshop facilitation

Senior presentation

Stakeholder management

Education

DEX-PST Certification

Job description

Markage is looking for a Senior Experience Strategist to join our Canadian team in an on-site role based in Calgary, Vancouver, or Toronto.

This role focuses on shaping customer, service, brand, and digital experiences through research, insight, and strategic direction. You will lead complex strategy work that connects customer needs, business priorities, brand intent, and delivery realities. The role moves from evidence and problem framing into experience principles, journeys, propositions, service concepts, and clear recommendations for design and product teams.

You will work with client directors, product leaders, researchers, designers, producers, technologists, and senior client stakeholders. Clear communication, reliable follow-through, and careful work are expected.

AI-assisted tools may be used for research synthesis, journey analysis, strategic frameworks, presentation development, workshop preparation, and documentation. All AI-assisted work must be reviewed for accuracy, relevance, confidentiality, and fit before it is shared or used.

One in-house opening. This role may be based in Calgary, Vancouver, or Toronto. These are alternative work locations for the same position, not separate vacancies.

Essential duties:

• Lead research and strategic framing for customer, service, brand, and digital experience projects.


• Define key problems, audiences, needs, moments, behaviours, and experience opportunities.


• Synthesize qualitative and quantitative evidence into clear insights and strategic implications.


• Develop journeys, experience principles, propositions, service concepts, and decision frameworks.


• Plan and lead workshops, interviews, stakeholder sessions, and collaborative strategy activities.


• Present strategic recommendations clearly to senior clients and internal leadership.


• Work closely with design and product teams to translate strategy into practical experience decisions.


• Challenge assumptions and distinguish evidence, inference, and unresolved questions.


• Guide analysts or junior strategists on research quality, synthesis, and strategic reasoning.


• Maintain clear documentation of sources, decisions, hypotheses, and strategic direction.

Essential requirements:

• Substantial experience in experience strategy, service design, customer strategy, brand strategy, or related work.


• Strong research, synthesis, facilitation, writing, and senior presentation skills.


• Experience translating complex evidence into practical experience or design direction.


• Ability to lead strategy workstreams with limited supervision.


• Holds a valid Dex Professional Strategist Certification (DEX-PST) in the Marketing & Growth domain.

Preferred qualifications:

• Agency, consulting, service-design, product, or multi-client experience.


• Experience with journey mapping, proposition development, service blueprints, or experience principles.


• Experience guiding analysts or junior strategists.