Director, Omnichannel Experience Strategy

GSW, powered by Syneos Health; California; On-site; USD 82,000 - 100,000; Full time

Job summary

GSW, powered by Syneos Health, seeks a seasoned Director of OCX Strategy to design connected customer experiences and translate strategic intent into executable engagement systems across brands. You will own journey design, omnichannel activation, and measurement with cross-functional partners in MarTech, Analytics, and Creative.

The role anchors on leading experience strategy, defining moments that matter, and enabling activation that aligns with the original strategic intent.

Qualifications

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy.
• Experience with journey mapping, ecosystem development, and customer engagement planning.
• Strong strategic thinking and presentation skills.
• Ability to facilitate workshops and collaborate across disciplines.
• Experience translating insights into actionable strategic recommendations.

Responsibilities

• Design connected customer experiences across channels and touchpoints.
• Develop experience strategy, journeys, and ecosystem logic aligned to business objectives.
• Define personalization opportunities and activation plans with measurable outcomes.
• Collaborate with MarTech, Analytics, and Media to ensure implementation readiness.
• Lead cross-functional teams and maintain strategic continuity from planning to activation.
• Measure and optimize engagement strategies to drive business results.

Skills

CX strategy

Omnichannel

CRM

Engagement planning

Journey mapping

Workshop facilitation

Stakeholder alignment

Job description

GSW, powered by Syneos Health, seeks a seasoned Director of OCX Strategy to design connected customer experiences and translate strategic intent into executable engagement systems across brands. You will own journey design, omnichannel activation, and measurement with cross-functional partners in MarTech, Analytics, and Creative.

The role anchors on leading experience strategy, defining moments that matter, and enabling activation that aligns with the original strategic intent.