CX Strategy Director

AnalogFolk; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading creative agency seeks a CX Strategy / XD Director to shape and deliver exceptional customer experiences. This hybrid role involves defining strategy, conducting research, and collaborating with multidisciplinary teams to drive measurable value for clients. Candidates should have a strong background in CX strategy and experience design, along with the ability to lead workshops and mentor designers. The agency values diversity and encourages applications from all backgrounds.

Qualifications

• Strong background in CX strategy and XD.
• Experience through the full design lifecycle.

Responsibilities

• Develop and implement CX strategies.
• Lead research to generate actionable insights.
• Facilitate workshops with clients and teams.

Skills

Strategic Thinking

Problem-Solving

Research

Collaboration

Empathy

Education

Experience in CX Strategy

Experience in XD

Tools

Figma

Miro

Sketch

Keynote

Job description

AnalogFolk is a global digitally native creative agency, independently owned since 2008. We have talented Folk across offices in London, Amsterdam, New York, Hong Kong, Shanghai, Singapore and Sydney.

We deliver progressive solutions that change people's lives and fuel brand growth.

We’re proud to partner with some of the world’s most respected and influential brands, including Nike, Diageo, L’Oreal, Meta, Tommy Hilfiger and Amazon.

Here are just a few of the notable accolades our globally-recognised work has received: The Drum’s Most Awarded Agency in EMEA; Campaign’s UK and Global Digital Innovation Agency of the Year; Contagious Pioneers Best and Bravest Agencies on the Planet; and a Fast Company award for a World Changing Idea.

CX Strategy / XD Director

We’re looking for a CX Strategist who brings both strategic thinking and hands-on Experience Design capability to shape and deliver exceptional customer experiences. This hybrid role spans the end-to-end of CX from defining strategy through to execution and delivery.

You’ll work as part of a talented, multidisciplinary team across a diverse mix of industries from automotive and consumer brands to financial services, technology, and travel helping organisations design experiences and services that drive measurable value for customers and the business.

You Will:

- Demonstrate strategic thinking and problem-solving skills, identifying opportunities for innovation, experience transformation, and growth.

- Develop, drive and implement CX strategies that improve brand ecosystems, align with business goals and customer needs, and deliver meaningful, measurable value.

- Lead and conduct research (both qualitative and quantitative) to generate actionable insights into customer, employee, and stakeholder behaviours.

- Translate customer behaviours, motivations, and pain points into actionable strategies, experience principles, and design hypotheses using a human-centred design approach.

- Lead and develop robust CX and XD artefacts, such as audience profiles, maps (e.g., customer journeys, experience maps, service blueprints, ecosystem), CX roadmaps, experience principles, through to wireframes.

- Facilitate and lead workshops with clients and internal teams to shape customer journeys, define value propositions, and co-create future-state services.

- Collaborate across disciplines, working closely with designers, researchers, analysts, product owners, and delivery leads to ensure end-to-end coherence.

- Champion a people-centred mindset, driving empathy and customer insight across teams and influencing and empowering stakeholders at all levels.

- Support and mentor other XD designers, contributing to capability development and best practice within the agency.

Core Skills & Experience:

We’re looking for someone with a strategic and curious mindset—comfortable operating across ambiguity and complexity, and equally confident crafting journeys as they are pitching a vision. You should have:

- A strong background in both CX strategy and XD, with an ability to bridge insight, vision, and delivery.

- Deep understanding of ecosystems thinking, designing interconnected services and experiences that reflect real-world complexity.

- Experience through the full design lifecycle, including discovery, research, ideation, design, testing, and delivery.

- Confidence in conducting and synthesising research, including customer interviews, surveys, usability testing, and behavioural analysis.

- Proven ability to craft high-quality artefactswith essential tools, such as Figma, Miro, Sketch, Keynote, Testing platforms, etc.

- Proficiency in using data and behavioural insights to inform decision-making and measure CX performance.

Bonus:

- Experience working in the B2B space and Financial Service sector

- Behavioural design experience

Our Values

AnalogFolk is part of the AnalogFolk Group (AFG) an independent marketing and technology group. Our mission is to use digital to make the analog world better. We strive to create experiences that are remarkable and fundamentally valuable. These are our values that we ask of all our Folk…

Our Values:

Stay Restless - Always strive for better to push the boundaries of what’s possible.

Expect Remarkable - Go beyond the expected to create something worthy of remark. Accept nothing less.

Make Change - In everything you do, find a way to make a positive impact.

Do Good - Don’t talk about ideas that create progress. Make them. If something isn’t working, be the agent of change.

Be You - Bring all of yourself and make this place your own. In return, welcome all others.

And a final few things….

At AnalogFolk, we believe in equal opportunities for everyone. We’re committed to building a workplace that’s authentically diverse, representative, inclusive and respectful. That’s why we welcome all applications regardless of race, religion or belief, sex, gender identity, sexual orientation, age, political affiliation, family, or parental status.

Don’t meet every single requirement for the job role? No big deal. If what we’re doing here at AnalogFolk excites you and you’re passionate about learning, we want to hear from you. You may still be the right fit for the role, or another one.

If you love the sound of the role but need flexibility to meet other commitments, just let us know – we try to make this happen whenever we can.