Senior CX Strategist (Human-Centered Design)
Location: New York, NY (Hybrid – 3 days onsite: Tuesday–Thursday)
Duration: 12+ Month Contract
Schedule: Standard Business Hours (EST)
About the Role
We are looking for a Senior CX Strategist to lead the design and delivery of end-to-end customer experiences across the U.S. business. This role will partner closely with Marketing, Product, and Technology teams to translate experience strategy into actionable solutions that drive measurable customer and business outcomes.
You will play a key role in shaping customer journeys, defining future-state experiences, and aligning cross-functional teams around high-impact opportunities.
What You’ll Do
- Apply Human-Centered Design (HCD) principles to uncover customer needs, insights, and pain points
- Lead cross-functional workshops to align stakeholders on priorities, problems, and solutions
- Design and deliver end-to-end customer journeys that improve user experience and business outcomes
- Create experience strategy artifacts such as:
- Journey maps
- Service blueprints
- Experience roadmaps
- Future-state visions
- Translate complex ideas into clear, actionable strategies using storytelling and visualization
- Develop execution-ready roadmaps and experience principles
- Collaborate with Marketing, Product, and Technology teams to implement and optimize solutions
- Support continuous improvement through measurement, insights, and iteration
What We’re Looking For
- 4–6 years of experience in Human-Centered Design, Service Design, or Design Strategy
- Proven experience creating journey maps, service blueprints, and experience strategies
- Strong ability to lead discovery, ideation, prioritization, and validation processes
- Experience facilitating stakeholder workshops and influencing decision-making
- Ability to work effectively within large, matrixed organizations
- Strong communication, storytelling, and problem-solving skills
- A portfolio showcasing relevant CX/design strategy work is required
- Experience in digital experiences (web, mobile apps, portals, chat)
- Exposure to B2B, B2C, D2C, or financial services environments
- Proficiency in tools such as Figma, Miro, Microsoft Office, Adobe Creative Suite
- Background in design consulting or in-house strategy teams
- Bachelor’s degree in a relevant field
