Experience Strategy Manager

Credera; New York (NY); On-site; USD 130,000 - 170,000; Full time

Job summary

Credera in the United States is seeking an experienced experience strategist to lead and deliver strategy work, from research synthesis through experience vision, journeys, frameworks, recommendations, and roadmaps guiding user experience and delivery.

You will join multidisciplinary teams, synthesize insights, and translate strategy into actionable artifacts. The role emphasizes human-centered design, data-driven decisions, and mentorship to grow client relationships and practice.

Qualifications

• 7+ years of relevant experience in experience strategy, UX strategy, service design, experience design strategy, customer experience, innovation, or related field.
• Strong portfolio demonstrating strategic thinking, research synthesis, storytelling, and impact across complex projects or clients.
• Demonstrated experience leading strategy workstreams and translating research, data, business context, and stakeholder input into clear direction for design and delivery.
• Strong knowledge of human-centered design, systems thinking, experience and service design methods, and research practices.

Responsibilities

• Lead and deliver strategy work from research synthesis through experience vision, journeys, frameworks, recommendations, and roadmaps.
• Define future-state experience visions, principles, value propositions, success measures, and strategies aligning customer and business outcomes.
• Mentor others and contribute to business development, project scoping, proposals, or client growth.

Skills

Experience strategy

UX strategy

Service design

Research synthesis

Facilitation

Cross-functional teamwork

Education

Bachelor's degree

Master's degree

Job description

About Credera

Credera is a global consulting firm that combines transformational consulting capabilities, deep industry knowledge, AI and technology expertise to deliver valuable customer experiences and accelerated growth across various industries. We continuously evolve our services to meet the needs of future organizations and reflect modern best practices. Our unique global approach provides tailored solutions, transforming the most influential brands and organizations worldwide.

Agency

Credera

Job Function

Technology

Job Subfunction

Technology Design

Job Description

The Role

We believe experience strategy helps clients focus on the right problems, align around a clear direction, and turn insight into action. This role is for an experience-oriented strategist who can bring together user needs, business goals, market context, data, and technology considerations to shape experiences that are useful, differentiated, and achievable. Working directly within multidisciplinary teams, this person will lead and actively deliver strategy work, from research synthesis and problem framing through experience vision, journeys, frameworks, recommendations, and roadmaps that guide user experience, user interface design and delivery. They will be energized by emerging technology and evolving customer expectations, while keeping human needs and measurable outcomes at the center of the work.

What We’re Looking For

• An experienced, hands-on strategist with the judgment and confidence to lead complex workstreams while actively contributing to the research, synthesis, strategy, and deliverables that move the work forward.
• A systems thinker who synthesizes qualitative and quantitative research, business inputs, market signals, and technology considerations into clear insights, priorities, and opportunities.
• A strategist who can define future‑state experience visions, principles, value propositions, success measures, and strategies that align customer and business outcomes.
• Someone who gets into the work and translates strategic direction into clear, useful artifacts, including experience briefs, journey maps, service blueprints, opportunity frameworks, and prioritized roadmaps.
• A skilled facilitator who leads workshops and working sessions that build shared understanding, establish priorities, and move stakeholders toward decisions.

A clear, compelling storyteller who makes complex information easy to understand through strong narratives, recommendations, and visually engaging deliverables.

• A trusted client partner who presents confidently, challenges assumptions constructively, navigates ambiguity, and keeps teams moving forward.
• A collaborative leader who works alongside multidisciplinary teams to connect research, content, design, data, technology, and delivery from insight through implementation.
• Someone who contributes beyond project delivery by mentoring others, strengthening the practice, shaping opportunities, supporting proposals, and growing client relationships.
• A curious, human-centered strategist who explores how AI, personalization, connected ecosystems, and emerging tools can create new value without losing sight of real customer needs.

Preferred Qualifications

• 7+ years of relevant experience in experience strategy, UX strategy, service design, experience design strategy, customer experience, innovation, or related field.
• A strong portfolio demonstrating strategic thinking, research synthesis, storytelling, and impact across complex projects or clients.
• Demonstrated experience leading strategy workstreams and translating research, data, business context, and stakeholder input into clear direction for design and delivery.
• Strong knowledge of human-centered design, systems thinking, experience and service design methods, and research practices.
• Experience creating strategic artifacts such as experience principles, value propositions, journey maps, service blueprints, experience briefs, opportunity frameworks, and roadmaps.
• Ability to define meaningful success measures and connect experience recommendations to customer and business outcomes.
• Experience facilitating workshops and working sessions with multidisciplinary teams and senior stakeholders.
• Excellent verbal, written, visual, and presentation skills, with the ability to influence decisions and make complex information clear and actionable.
• Ability to balance strategic ambition with practical delivery considerations, including scope, timing, dependencies, team capacity, and technical implications.
• Experience mentoring others and contributing to business development, project scoping, proposals, or client growth.

Bonus

• A bachelor’s or master’s degree in design, human-computer interaction, psychology, anthropology, business, strategy, or a related field; equivalent professional experience is also valued.
• Experience working across both digital products and broader service or omnichannel ecosystems.
• Experience connecting experience strategy to measurement, organizational change, operating models, governance, or long-term experience management.
• Experience developing thought leadership, reusable strategy methods, tools, templates, case studies, or learning content for a design practice.
• Experience applying AI-enabled tools or emerging technology to research, synthesis, strategy development, or experience design workflows.

Why Join Credera

As a global consulting firm, we partner with Fortune 100 brands and other leading global organizations across a broad range of industries. That means you’ll have the chance to work across different kinds of problems, products, and customer experiences while growing your perspective and portfolio.

You’ll also get access to next‑generation technology and innovation happening across AI, digital platforms, data, and emerging experiences. For designers who are excited about where the industry is headed, it’s a chance to do work that’s relevant, and defines the future of digital experiences.

Most importantly, you’ll join a team that values curiosity, collaboration, and ambition without losing the human side of the work. We care about making exceptional things, supporting each other, and creating a work experience that’s as thoughtful as the work we deliver.

130-170K

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130-170K