CX Strategy Director - Agency

Salt; Greater London; Hybrid; GBP 85,000 - 100,000; Full time

Job summary

Salt in London is seeking a CX Strategy Director to shape customer experience and CRM for major brands. You will define the future state and map changes across people, process, data and technology to deliver impact.

This senior, client-facing role requires building roadmaps, setting KPIs, and driving growth and efficiency through CX initiatives, with hybrid London working arrangements.

Qualifications

• 10+ years in CX strategy, CRM strategy or customer transformation consulting.
• Proven ability to define visions and roadmaps that land.
• Experience across service design and journey management.
• Breadth across digital products, e-commerce, CRM and customer service.
• Strong commercial acumen linking outcomes to growth and loyalty.

Responsibilities

• Advise senior clients and justify CX/CRM investments.
• Lead discovery using research, analytics and benchmarking.
• Define opportunities across journeys, channels and CRM.
• Create future-state journeys and deliverable roadmaps.
• Set ownership, success measures and operating models.
• Define KPIs and enable data-driven, test-and-learn culture.
• Apply AI-enabled thinking to enhance client work.

Skills

CX strategy

CRM strategy

Customer transformation

Discovery & diagnostics

Journey mapping

Roadmap development

Data & technology changes

KPIs & analytics

AI-enabled thinking

Job description

CX Strategy Director - £85,000 - £100,000/London/Hybrid

A leading international digital agency is hiring a CX & CRM Strategy Director to shape customer experience and CRM for major brands. You'll define where client experiences need to go, then map out the changes across people, process, data and technology to get there. A senior, client-facing role with a real hand in growing the agency's CX and CRM offer.

What You'll Do

• Act as a trusted advisor to senior clients, shaping CX and CRM vision, priorities and the business case for investment
• Lead discovery and diagnostics, combining customer research, behavioural insight, analytics and market benchmarking
• Pinpoint the biggest opportunities across customer journeys, channels, digital products, CRM and service
• Define future-state experiences and life cycle journeys, then turn them into prioritised, deliverable roadmaps
• Identify the operating model, capability, data and technology changes needed to deliver, with clear ownership and success measures
• Set CX and CRM KPIs and measurement frameworks alongside analytics teams, embedding a test-and-learn mindset
• Bring AI-enabled thinking into client work to create smarter, more personalised customer experiences

You’ll Bring

• 10+ years in CX strategy, CRM strategy or customer transformation consulting
• A track record of setting CX and CRM visions, journey strategies and roadmaps that land
• Strong knowledge of service design and journey management methods
• Breadth across digital products, E-commerce, CRM and customer service
• Strong commercial acumen, linking customer outcomes to growth, loyalty and efficiency

*Rates depend on experience and client requirements