Senior CX Strategist

One North; United States; Hybrid; USD 97,000 - 145,000; Full time

Benefits offered by this job

Health coverage (Blue Cross BlueShield

Dental & Vision insurance

401(k) with employer match

Paid time off (4 weeks)

Parental and Primary Caregiver Leave

Employee Perks Program

Job summary

One North is seeking a Senior CX Strategist to lead strategy projects across a portfolio of clients, including complex enterprise organizations. You will guide customer and employee experience work with limited oversight within One North’s CX/UX Strategy team.

You will mentor junior strategists, model strong craft, and help grow the practice while fostering inclusive collaboration and thoughtful decision-making.

Qualifications

• 4+ years of CX, Service Design, UX, Product Strategy, or related strategy experience in an agency, consultancy, or complex enterprise environment.
• Expertise in human-centered research methodologies and techniques, such as contextual observations, in-depth interviews, design workshops, intercepts, surveys, usability testing, and related methods.
• Experience analyzing qualitative and quantitative data, synthesizing findings, documenting assumptions, limitations, and translating insights into actionable recommendations.
• Experience designing and leading ideation, collaboration, evaluation, or participatory design sessions and workshops grounded in design thinking or human-centered design principles.
• Experience developing CX and design strategy artifacts, such as research reports, personas, journey maps, service blueprints, vision statements, narratives, scenarios, and roadmaps, and using them to communicate complex ideas through strong storytelling, clear visuals, and effective verbal and written communication.
• Experience applying AI responsibly in research, synthesis, strategy, concept development, or artifact creation, including critical review of outputs and awareness of risks and limitations.
• You stay organized, manage responsibilities, and meet deadlines across a variety of projects.
• Ability to travel to client sites as projects require, up to 15% of the time.
• We encourage you to apply even if you don’t check all the boxes.

Responsibilities

• Lead CX strategy projects across a portfolio of clients, guiding customer and employee experience work with limited oversight.
• Mentor junior strategists on project work and contribute to practice growth.
• Build trust with clients by supporting business goals with end-to-end CX and employee experience strategies.
• Design and facilitate collaborative ideation sessions and workshops with client stakeholders and One North team members.
• Create strategic visions, journey maps, service blueprints, and experience maps that connect insights to business value.
• Craft artifacts and presentations communicating findings, recommendations, and next steps through storytelling and visuals.
• Develop roadmaps to guide long-term innovation and transformation programs.
• Collaborate with cross-functional teams including UX, Design, Brand, Content, Data, Product, Technology, AI, CMS, CRM, and analytics partners.
• Support business development by contributing CX strategy capabilities and examples to leadership.

Skills

CX strategy

Service design

Human-centered design

UX strategy

Design thinking

Collaboration

AI responsibly

Project management

Travel readiness

Job description

As our next Senior CX Strategist, you will lead CX strategy projects across a portfolio of clients, including complex enterprise organizations. As part of One North’s CX/UX Strategy team, you’ll serve as a CX strategy subject matter expert, guiding customer and employee experience work with limited oversight and helping teams connect insight to measurable outcomes.

About You

You’re a Senior CX Strategist who leads the strategy lifecycle from discovery through implementation. You bring expertise in human-centered design, service design, employee experience, and business strategy, using it to make sense of complex situations, identify useful patterns, and turn ambiguity into focused direction. You see the bigger picture across journeys, services, ecosystems, teams, technologies, and implementation realities. You use AI thoughtfully and responsibly to accelerate strategy work while maintaining rigor, protecting confidentiality, and critically evaluating outputs and implications.

The Opportunity

You will lead project execution across disciplines, bringing polished, innovative, and transformative digital solutions to life. Although you will not directly manage people, you will mentor junior strategists on project work, model strong craft, contribute to practice growth, and foster inclusive collaboration, healthy debate, and shared ownership.

The Senior CX Strategist will ideally be based in the Chicago area for a light hybrid onsite/remote work model, but we are open to remote locations across the U.S.

Core Responsibilities

• Work across a spectrum of large-scale and small-scale CX projects for diverse organizations at the intersection of experience innovation, organizational change, and technology transformation.
• Build trust with clients by supporting their business goals with end-to-end CX and employee experience strategies, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping.
• Design and conduct CX research activities and programs, including selecting appropriate methods, such as observations, one-on-one interviews, usability testing, surveys, and workshops; planning, recruiting, fielding, analysis, and synthesis; and documenting assumptions, limitations, findings, and hypotheses to deliver actionable insights.
• Design and facilitate collaborative ideation, evaluation, and participatory design sessions and workshops with client stakeholders and One North team members.
• Create strategic visions, narratives, concepts, journey maps, service blueprints, and experience maps that meet client needs and connect customer and employee insight to business value and implementation priorities.
• Craft well-designed artifacts and presentations that communicate findings, recommendations, trade-offs, and next steps through clear storytelling and visuals.
• Generate recommendations that balance customer and employee value with client business goals and implementation effort, building momentum toward follow-on initiatives.
• Support recommendations with qualitative and quantitative data, connecting customer insight, analytics, experimentation, and business metrics to strategic decisions.
• Develop concepts and illustrative scenarios that help clients envision future-state interactions and build support for implementation.
• Create roadmaps to guide long-term innovation and transformation programs.
• Bring a strong point of view to One North’s CX strategy and human-centered design processes for clients and cross-functional teams.
• Collaborate with UX, Design, Brand, Content, Data, Product, Technology, AI, CMS, CRM, and analytics partners to align cross-functional teams around cohesive strategies and implementation paths.
• Contribute to a team environment that encourages autonomy, inclusive collaboration, strong strategic craft, and thoughtful decision-making.
• Support business development efforts by contributing to CX strategy capabilities, perspectives, methods, examples, and recommendations to CX leadership.
• Contribute to the CX/UX Strategy discipline through process improvement, thought leadership, education, and community participation.
• Apply AI to accelerate and deepen strategic work, including research planning, theme identification, synthesis, concept exploration, and artifact development, while validating outputs, checking source quality, and distinguishing facts from hypotheses.
• Collaborate with teammates to assess how AI may enhance or impact a client’s business, customers, employees, workflows, and service models, surfacing opportunities, risks, privacy considerations, bias concerns, and experience implications.

Power Skills

• Empathy: You internalize human experiences and perspectives to advocate and drive change.
• Business Insight: You apply business and customer knowledge to advance client goals.
• Clarity: You operate effectively and create focus and certainty in the face of ambiguity.
• Communication: You deliver effective multi-mode communications and lead by listening.
• Collaboration: You partner deeply with others to meet shared objectives.
• Openness: You create an inclusive environment that welcomes diverse perspectives.
• Innovation: You generate and cultivate new ways for clients to be successful.
• Motivation: You are action-oriented and take on new challenges with energy and enthusiasm.
• Resilience: You persistently work toward desired outcomes, even under tough circumstances.
• Adaptation: You pivot or refine approaches in real-time to meet shifting demands.
• Integrity: You have a strong sense of ethical and moral principles and adhere to them consistently.

Required Experience

• You bring 4 or more years of CX, Service Design, UX, Product Strategy, or related strategy experience in an agency, consultancy, or complex enterprise environment.
• You have expertise in human-centered research methodologies and techniques, such as contextual observations, in-depth interviews, design workshops, intercepts, surveys, usability testing, and related methods.
• You have experience analyzing qualitative and quantitative data, synthesizing findings, documenting assumptions and limitations, and translating insights into actionable recommendations.
• You have experience designing and leading ideation, collaboration, evaluation, or participatory design sessions and workshops grounded in design thinking or human-centered design principles.
• You have experience developing CX and design strategy artifacts, such as research reports, personas, journey maps, service blueprints, vision statements, narratives, scenarios, and roadmaps, and using them to communicate complex ideas through strong storytelling, clear visuals, and effective verbal and written communication.
• You have experience applying AI responsibly in research, synthesis, strategy, concept development, or artifact creation, including critical review of outputs and awareness of risks and limitations.
• You stay organized, manage responsibilities, and meet deadlines across a variety of projects.
• You are able to travel to client sites as projects require, up to 15% of the time.
• Don’t check all the boxes? We encourage you to apply anyway. We know smarts grow from a breadth of experiences. Don’t disqualify yourself before you have the chance to be considered. We’d love to meet you.

Benefits

• Our comprehensive benefits program includes Blue Cross Blue Shield PPO Health coverage, as well as a health savings account with employer-funded contributions.
• We also offer Dental and Vision insurance. All of our full-time employees are eligible for Life/AD&D insurance and Short/Long Term Disability insurance free of cost, with the option to add additional voluntary coverage if desired.
• One North’s 401(k) plan allows employees to save for retirement through pre- or post-tax contributions along with employer-matched funds for maximized savings potential.
• Our Transportation Benefits enable employees to also make pre-tax contributions to pay for parking and public transit needs.
• We know how important unwinding can be for inspiration, innovation and productivity. Our full-time employees earn 4 weeks of paid time off, in addition to company paid holidays. Employees begin to accrue additional time off once they reach their 3-year and 10-year anniversaries with the business.
• One North also understands how critical it is for parents to bond with their new additions. We provide paid Parental and Primary Caregiver Leave to assist and support employees who experience a new birth, adoption or foster placement of a child.
• We also offer an Employee Perks Program that offers member-only discounts and corporate rates on everything from pizza and the zoo, to movie tickets, car rentals, and hotels.

We reserve the right to pay above or below the base salary range of $97,000-$145,400 based on factors unrelated to sex, race, or any other protected classification.

Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.

The expected posting close date is September 22, 2026.