CX Strategy Lead — Digital Experience Architect

Aquent; Cambridge (MA); On-site; USD 90,000 - 103,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

401k plan with company match

Job summary

Aquent is partnering with a leading global organization undergoing a digital transformation to elevate consumer experiences across patients, customers, and stakeholders. We seek a CX Strategy Lead to drive end-to-end CX strategy and digital solutions across products and services.

You will define strategic direction, evangelize a new CX function, and mentor a growing team while guiding cross-functional partners toward a user-centric mindset.

Qualifications

• Bachelor's degree or equivalent in Design, Human-Computer Interaction (HCI), Business Administration (MBA), or a related field.
• 7+ years of hands-on CX/UX strategist experience within a large global enterprise, agency, consulting firm, or a fast-paced startup/scale-up environment, specifically in the context of digital product or software design.
• Solid understanding of how to create, measure, and refine consumer experience strategy based on user research, human factors, customer feedback, and market data.
• Demonstrated ability to embody and advocate for a strong, effective user’s point of view within an organization.
• Professional level English communication skills (verbal and written).
• Strong analytical skills with the ability to synthesize qualitative and quantitative data to identify key challenges and learnings.
• Exceptional communication and presentation skills to efficiently convey recommendations to diverse audiences.
• Proven strategic planning capabilities for CX, including the ability to develop plans based on product roadmaps, team maturity, existing knowledge gaps, and business priorities.
• Strong business acumen, with the ability to understand value generation and business modeling.
• Deep understanding of digital product management principles, including agile methodologies and CX, to provide expert advice to Digital Product Owners.

Responsibilities

• Deliver comprehensive CX strategies across digital products, defining plans, principles, and measurement frameworks based on deep research and insights.
• Ensure CX strategies meet agreed-upon milestones, proactively mitigating risks and optimizing process efficiency.
• Collaborate closely with direct and indirect team members to define, document, share, and maintain the overall user experience strategy, rollout, and operations for products and digital solutions.
• Lead and empower a team of CX Strategy employees and contractors, reallocating resources effectively to meet priorities under tight deadlines.
• Mentor and guide your team, fostering continuous learning and growth within the CX strategy domain.
• Champion excellence in consumer experience at all levels, influencing product and service strategy direction across the organization.
• Act as an influential leader, integrating CX strategy within the Consumer Experience and digital development processes, and advocating for CX across various partner organizations and stakeholder groups.
• Drive significant change in how CX functions, collaborating effectively with peers in partner organizations to foster a truly integrated approach.

Skills

CX strategy

UX design

Stakeholder management

Data analysis

Product management

English communication

Education

Bachelor's in Design/HCI/MBA

Job description

Aquent is partnering with a leading global organization undergoing a digital transformation to elevate consumer experiences across patients, customers, and stakeholders. We seek a CX Strategy Lead to drive end-to-end CX strategy and digital solutions across products and services.

You will define strategic direction, evangelize a new CX function, and mentor a growing team while guiding cross-functional partners toward a user-centric mindset.