Senior CX & Product Strategy Leader

AKQA; Greater London; Hybrid; GBP 90,000 - 150,000; Full time

Job summary

AKQA in London is seeking an Associate Strategy Director to lead customer experience, product and service strategy for marquee clients across healthcare, nutrition and financial services. You’ll shape how products and touchpoints work together to deliver differentiated propositions and measurable value.

You’ll work at the intersection of CX, business strategy, design and technology, translating strategic thinking into actionable plans for complex projects and building trusted client

Qualifications

• Significant experience in customer experience strategy, product strategy or service design within an agency, consultancy or product-led organisation.
• Proven ability to independently lead complex strategic engagements and build trusted relationships with senior client stakeholders.
• Strong systems thinking, linking journeys, business models and technology into a coherent strategy.

Responsibilities

• Lead customer experience and product strategy engagements from discovery through to delivery planning.
• Define strategic direction by connecting customer needs with business objectives and technology capabilities.
• Map journeys, services and ecosystems to uncover unmet needs and opportunities across channels.
• Define how brands create value across owned digital experiences, AI and platforms.
• Collaborate with UX, service design and technology to translate opportunities into propositions and requirements.
• Guide development of journeys, service blueprints and strategic roadmaps that are desirable and feasible.
• Design and facilitate workshops with senior stakeholders to build alignment.
• Develop strategic narratives and presentations to communicate complex ideas to executives.
• Translate insights into meaningful priorities, success measures and recommendations.
• Lead client relationships and cross-disciplinary teams with clarity throughout delivery.
• Contribute to new business opportunities, pitches and scopes for AKQA’s CX offering.
• Collaborate with international studios to deliver connected customer experiences.

Skills

Customer experience

Strategic leadership

Design thinking

Storytelling

Job description

AKQA in London is seeking an Associate Strategy Director to lead customer experience, product and service strategy for marquee clients across healthcare, nutrition and financial services. You’ll shape how products and touchpoints work together to deliver differentiated propositions and measurable value.

You’ll work at the intersection of CX, business strategy, design and technology, translating strategic thinking into actionable plans for complex projects and building trusted client