Senior Experience Strategist

Position Type: Full-Time

Location: Remote (US)

Position Overview:

We are seeking a dynamic mid-level Design Strategist to join our CX Strategy and Research team at Strive. In this role, you will harness data-driven insights and human-centered design practices to elevate the entire customer journey. You will collaborate with business stakeholders, marketing, data analytics, operations, and other teams to surface perspectives from customers, agents, and external stakeholders. Your responsibilities include translating these insights into actionable strategies, facilitating workshops, and designing experiences that drive customer loyalty. If you’re passionate about solving complex business challenges while designing best-in-class customer experiences, we want to hear from you.  

Key Responsibilities:

• Project Scoping & Proposal Development: Craft comprehensive proposals that articulate how our CX Strategy and Research team will engage in new projects, outlining timelines, processes, and expected outcomes.
• CX Research & Insights: Support qualitative research initiatives—including customer interviews, focus groups, and surveys—to uncover deep insights into customer and staff behaviors, motivations, and pain points. Synthesize findings into actionable insights to inform strategic decision-making and continuous improvement.
• Inspiring Customer Obsession: Develop and deliver empathy models, such as CX personas, customer journeys, and service blueprints, that provide clear, context-specific design targets for our partners. Identify opportunity spaces that fuel customer-centric innovation.
• Service & Business Design: Transform research insights into tangible concepts by developing low-fidelity prototypes, business models, and design solutions. Validate these ideas through evaluative research and iterative testing to ensure they address identified customer needs and pain points.
• Customer Loyalty & Retention Programs:
  Design and implement initiatives focused on building customer loyalty and enhancing retention. Partner with the analytics team to utilize robust, data-driven methodologies to measure program effectiveness and continuously optimize customer engagement strategies.
• Operational Integration & Optimization: Dive deep into operational processes within Strive’s complex ecosystem to ensure seamless execution of CX initiatives. Collaborate with operations teams to identify process improvements and integrate customer experience strategies directly into day-to-day workflows.
• Practice & Team Development: Actively build strong partnerships across teams and foster a culture that champions human-centered design and customer-centric innovation.

Qualifications:

• Experience: 
  • Bachelor’s degree required; Master’s degree is a plus.
  • At least 3–5 years of experience in customer experience, human-centered design, or a related field, with a strong focus on discovery research, customer loyalty, and retention strategies. Agency or consultancy experience is preferred.
• Minimum Requirements:
  • • Demonstrated proficiency in qualitative research methods (customer interviews, focus groups, surveys) and the ability to synthesize insights into actionable strategies.
    • Excellent communication and interpersonal skills, with experience collaborating across multiple teams and facilitating stakeholder workshops.
    • Strong analytical abilities and experience in using data-driven insights to drive valuable design decisions. 
    • Proven ability to navigate complex operational ecosystems and integrate CX initiatives into everyday business processes.
    • Experience in service and business design, including the development of prototypes, business models, and/or design solutions.

Preferred Qualifications:

• Proficiency with design and prototyping tools (e.g., Figma, Sketch, Adobe Creative Suite).
• Familiarity with digital visualization platforms to communicate concepts effectively.