CX Strategist

DDREMLUK Omnicom Health Advertising Limited; United Kingdom; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Remedy Edge in the United Kingdom is seeking a Customer Experience Strategist to join the Experience team. You will blend CX strategy, service design, and UX to understand patient and clinician needs, map journeys, and translate insights into improved experiences and digital tools.

The role sits across research, strategy, design, and prototyping, with a hands-on approach and collaboration with clients and multidisciplinary teams. UK hybrid work is available.

Qualifications

• Extensive experience across CX strategy, service design, UX strategy or digital transformation.

Responsibilities

• Develop customer journeys and experience strategies.

Skills

Experience Strategy

CX Strategy

Service Design

UX Strategy

Digital Product Thinking

User Research

Journey Mapping

Wireframing

Prototyping

Client-facing Workshops

Cross-functional Collaboration

Tools

Figma

Job description

Agency: Remedy Edge

Job Function: Strategy and Planning

Job Subfunction: Strategy

Customer Experience Strategist CX, Service Design & UX | UK Hybrid

We're looking for a Customer Experience Strategist to join Remedy Edge's growing Experience team. This is a hands‑on strategy role sitting across customer experience, service design, digital product thinking and UX. You'll help us understand what patients, HCPs and other healthcare audiences need, identify where experiences aren't working, and translate those insights into better journeys, services, tools and digital experiences.

What makes the role different? Our Experience team often works upstream of traditional creative and production. One project might involve understanding friction across a complex patient or HCP journey and redesigning the service around it. Another might involve helping define a new digital tool, platform or support experience, developing its architecture and user flows, prototyping how it could work and testing the concept before it moves into full design and build. So we're looking for someone comfortable moving between: research → CX strategy → service design → UX → prototypes → testing. You won't need to be a UI designer or developer. But you should understand experience and UX deeply enough to help define what should be created, why it matters and how it should work.

What you'll be doing:

• Develop customer journeys and experience strategies.
• Identify customer needs, behaviours, barriers and opportunities.
• Create journey maps, service blueprints and future‑state experiences.
• Help design new services, tools and digital experiences.
• Develop UX principles, information architecture and user flows.
• Work with wireframes and prototypes to make ideas tangible.
• Contribute to concept and usability testing.
• Facilitate workshops and confidently work directly with clients.
• Collaborate with designers, creatives, technologists and developers.
• Work on global programmes that create master experiences for local markets to adopt and adapt.
• Contribute to pitches and the continued growth of Remedy Edge's Experience offer.

What we’re looking for:

• You will have extensive relevant experience across areas such as Experience Strategy, CX, service design, UX strategy, digital product or service design, or digital transformation.
• You'll have strong human‑centred thinking and be comfortable taking work from an ambiguous customer problem towards a practical experience solution.
• We’d particularly like to see experience in:
  • Customer or user research.
  • Journey mapping.
  • Service design.
  • UX principles.
  • Information architecture and user flows.
  • Wireframes or prototyping.
  • Client‑facing strategy and workshops.
  • Collaborating with design and technology teams.
• Experience with Figma or similar design and prototyping tools is useful.
• Curiosity about AI‑enabled prototyping and new ways of making and testing ideas is encouraged.
• Healthcare experience would be helpful, but it isn't essential.
• We're also interested in people from agencies and consultancies working across complex, service‑led or regulated industries.

Why Remedy Edge?

We're building Experience as a strategic capability that connects CX, service design, product thinking and UX, rather than treating UX simply as downstream design or production. That means you'll get the opportunity to help clients decide what experience should exist and how it should work, then make that strategy tangible enough to prototype, test and ultimately build. To the extent permissible by local law, Omnicom's policy requires employees to work in the office for a minimum of three days a week, unless additional in‑office days are directed by their agency or manager. Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we're focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you.

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