Senior Strategy Director, Customer Experience & Growth

AKQA; San Francisco (CA); Hybrid; USD 160,000 - 230,000; Full time

Job summary

AKQA is seeking an Associate Strategy Director to lead customer experience, product and service strategy for influential organisations across sectors. You’ll translate strategic thinking into actionable plans, work with multidisciplinary teams and travel internationally as needed.

Based in AKQA's network, you’ll independently lead complex projects, build trusted client relationships and help shape new business opportunities while collaborating with global studios to deliver connected, innovative

Qualifications

• Significant experience in customer experience strategy, product strategy or service design.
• Proven ability to independently lead complex engagements and build client relationships.
• Strong systems thinking linking journeys, business models and technology.

Responsibilities

• Lead complex customer experience and product strategy engagements from discovery to delivery planning.
• Connect customer needs with business objectives to define strategic direction and growth opportunities.
• Map journeys and ecosystems to uncover friction points and opportunities across channels.
• Define value across owned digital experiences, AI and third‑party platforms.
• Partner with UX, design and technology to translate strategy into propositions and requirements.
• Guide development of journeys, service blueprints and strategic roadmaps.

Skills

Customer experience strategy

Product strategy

Service design

Leadership

Job description

AKQA is seeking an Associate Strategy Director to lead customer experience, product and service strategy for influential organisations across sectors. You’ll translate strategic thinking into actionable plans, work with multidisciplinary teams and travel internationally as needed.

Based in AKQA's network, you’ll independently lead complex projects, build trusted client relationships and help shape new business opportunities while collaborating with global studios to deliver connected, innovative