Lead Customer Experience Strategist


About Empired:

  • With 1,000 professionals across 4 countries, we're a big company with a small feel – we are a welcoming, connected 'family' with a personal approach
  • We provide ongoing support and development for your future career growth
  • We make sure you are connected to your colleagues with the latest technologies
  • Our offices are trendy and modern, with the latest technology and ergonomic equipment
  • We have an awesome social calendar – weekly social gatherings, team sports events
  • We focus on health and wellbeing, including a flexible Work from Home program, fresh fruit, sporting teams, discounted health insurance and much more!
  • We have a fantastic reward and recognition program
  • We’re ASX listed -  be rewarded and share in our success with our Employee Share Plans
  • We’re a Microsoft Gold Partner!
  • Deloitte Technology Fast 50 two years running!
  • With 10+ MVPs you’ll learn and work with the industry's brightest leaders
    The Role:

The Digital and Experience Design practice are looking for an experienced, highly motivated and passionate Lead Strategist to work across a wide range of enterprise clients and industries to lead the day to day and longer term strategic thinking and drive the transformation of their customer experience.

 Our strategists:

  • Lead the day to day and longer term strategic thinking on key accounts
  • Are the experts in strategy and customer experience and are passionate about delivering superior customer experiences
  • Define and drive strategy and CX process and best practices within the practice
  • Build great working relationships with clients and key stakeholders
  • Love to use creative and fun user research methods to gain critical insights into customer needs, goals and pain points
  • Deliver thought leadership on strategy and experience design, including educating clients and internal team members on the "why"
  • Lead and drive pre-sales activities, including leading strategic pitches for new business and shaping transformational Digital and Experience Design engagements
  • Experienced in choosing the right tools and activities for the job at hand, e.g. user research, customer journey mapping, personas, service blueprints, roadmaps, sitemaps, sketches, interactive wireframes and prototypes etc.
  • Can confidentially facilitate and conduct workshops and interviews with customers, key business stakeholders and executives
  • Create a positive team environment and champion strategy and experience design by building commitment and support across all practices within Empired
  • Encourage and lead cross practice collaboration on pitches and strategic accounts
  • Are up to date with technical innovation and emerging platforms and technologies

 The Experience:

  • 3 years of strategic experience with the understanding of both the consultancy and the agency environment
  • Track record of successfully delivering strategic transformation work for clients with demonstrated results and 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 and service design.
  • Excellent User Experience skills, with the ability to create sitemaps, interactive wireframes and user journeys.
  • Ability to prepare for and lead workshops with clients, key stakeholders and users
  • Ability to run thorough usability testing during the design and implementation phases of a project
  • Excellent knowledge of UX/CX industry best practices
  • Great knowledge using UX tools like Axure or UxPin.
  • Great understanding of browsers and device capability and limitations
  • Experience delivering solutions on CMS platforms like Episerver and Sitecore
  • Experience delivering ecommerce solutions for clients
  • Experience working within an Agile environment
  • Relevant tertiary qualifications and / or industry certification and experience.



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