Senior CX Strategist
AKQA
Full-time
On-site
Tokyo, Japan
About the job
Strategists at AKQA make our clients’ business, their business. Driven by an innate curiosity and a passion for problem solving and learning, they harness their cutting-edge knowledge of brands, technology, culture and societal trends to provide unique outlooks and solutions for our clients.
As Senior Experience Strategist, you’re responsible for leading digital product concept development, prototyping and creation phases for our key clients. Your role involves exercising an intellectual curiosity and championing customer-centric processes and techniques such as customer research and product roadmapping / feature prioritisation. You’ll be building and managing client relationships, exploring core customer experience challenges, and collaborating with interdisciplinary project teams to create innovative solutions. You will be working closely with design and technology teams to implement digital products that are designed around the needs of the end user. In addition, you may find yourself working with clients to develop future state business and platform models including impact modelling and develop business cases to help illustrate commercial, social and environmental outcomes.
The ultimate responsibilities of a Senior Experience Strategist are to apply customer-centric strategic thinking to client projects, continually develop the account experience strategy assets and produce key deliverables to the highest quality, while developing the craft of experience strategy and mentoring junior and mid-weight experience practitioners
At AKQA, you'll work in an innovative and inclusive culture, surrounded by some of the brightest minds in their fields. You will have the opportunity to learn and grow within a creative and technically-advanced team and have access to ongoing personal and professional development.
Responsibilities
- Embody a culture of continuous improvement, embracing diversity and inclusion.
- Contribute to a team culture and environment that promotes and supports work/life balance, fulfilment and job satisfaction.
- Identify opportunities to improve quality and increase efficiency through cross-discipline collaboration.
- Champion customer-centric principles and processes, ensuring outcomes meet both business and customer goals.
- Demonstrate expert knowledge of all aspects of the customer-centric approach, and the ability to apply this knowledge flexibly across a variety of project types.
- Ensure AKQA is up to date on the latest CX trends and methodologies.
- Create high quality, commercially viable and attractive proposals and presentations.
- Promote market-leading services and effective, quality solutions to your account clients.
- Develop case studies for CX output, innovations and processes.
- Ensure the quality of key client relationships and engagement.
- Respond effectively to client needs
Skills And Qualifications
- Strategy & product roadmapping (for business and customer needs).
- Previous experience in validating research and ultimately made decisions on which features get put into a Product
- Ability to lead, inspire, and positively influence others.
- Ability to innovate and think creatively to deliver results.
- Ability to foster a culture of proactivity, passion and energy for clients’ businesses.
Expertise
- Identify opportunities to improve quality and increase efficiency through cross-discipline collaboration.
- Champion customer-centric principles and processes ensuring outcomes meet both business and customer goals.
- Apply solid CX Strategy and Service Design principles while looking for opportunities to innovate.
- Demonstrate expert knowledge of all aspects of the customer-centric approach and the ability to apply them flexibly across a variety of project types.
- Embody a CX Strategy and Service Design mindset having successfully engaged human centered design frameworks, methodologies and research for clients.
- Be able to lead accounts as a consultant to clients across various solution frameworks (i.e agile).
- Lead teams to deliver end-to-end CX Strategy and Service design projects.
- Ensure the quality of key client relationships and engagement.
- Ensure AKQA are up-to-date on the latest CX Strategy and Service Design assets, trends & methodologies.
Business Growth
- Deep understanding of AKQA’s clients’ businesses and their business objectives.
- Work with discipline teams to align design, creative and technology with client needs and business objectives.
- Work with CST to define and expand clients’ digital ecosystems.
- Work with CPs (at times lead) to identify and convert opportunities.
- Quality creation of commercially viable and attractive proposals and presentations.
- Promote market leading service and product solutions to AKQA’s clients.
- Develop case studies for CX Strategy and Service Design output, innovations and processes.
- Ensure the quality of key client relationships and engagement.
- Respond effectively to client needs.
Technical Knowledge
- Workshop facilitation
- Stakeholder & customer interviews
- Ethnography
- Develop, deploy and synth quantitative surveys
- Contextual Inquiry
- Research Synthesis
- Data Collection
- Data Analysis
- Statistical Analysis
- Heuristic CX reviews
- Landscape & competitor reviews
- Lead Ideation and innovation development
- CX roadmaps
- Customer experience mapping
- Persona mapping
- Service Blueprints
- Digital CX strategy
- Multi-channel CX strategy
- CX measurement framework
AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA’s ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, colour, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know. Aboriginal, Torres Strait Islander and Indigenous people are encouraged to apply for this role
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