Customer Experience Strategist


Join our National Digital & Experience Practice in this key strategic role based in Sydney.

  • Permanent opportunity
  • Sydney based
  • Key strategic role
Our National Digital & Experience Practice is looking for an ambitious, passionate and self-driven Customer Experience Strategist to lead the day to day strategic thinking across a wide range of clients and industries.

You will have a deep understanding of customer experience strategy that will help our customers re-imagine, implement and orchestrate their new customer journeys in order to fuel advocacy and business growth.

Our team are the experts in customer experience strategy and are passionate about re-imagining and orchestrating customer journeys. They own the customer and user journey on behalf of clients, using research and data insights to drive marketing & business effectiveness and build great working relationships with clients & key stakeholders.

Experienced in choosing the right tools & activities for the job at hand, e.g. user research, customer journey mapping, personas, service blueprints, roadmaps, sitemaps, sketches, interactive wireframes & prototypes, you can confidentially facilitate and conduct workshops and interviews with customers, key business stakeholders and executives. You love to use creative & fun user research methods to gain critical insights into customer needs, goals and pain points.

Up to date with technical innovation and emerging platforms and technologies, you deliver thought leadership on strategy & experience design, including educating clients and internal team members on the "why”. You will also lead & drive pre-sales activities, including leading strategic pitches for new business and shaping transformational Digital & Experience Design engagements.

Our wish list:
  • Cross discipline experience in strategy, customer experience, client services, planning, creative & technology
  • Demonstrated strategic experience with the understanding of both the consultancy and the digital agency environment
  • A track record of successfully delivering strategic transformation work for clients with demonstrated results & effectiveness
  • Experience in analysing research and data and identifying customer experience-focused insights
  • Experienced executing on Customer Experience engagements, including performing user research, customer journey mapping, persona creation & service design
  • Relevant tertiary qualifications and / or industry certification & experience
Please reach out to us for a conversation.

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