Director, CX Strategy

One North is a digital experience agency that combines curiosity, scale, and agility to shape the future. As part of TEKsystems, a leading provider of business and technology services, we offer boutique solutions to solve complex problems. Our multidisciplinary teams of strategists, designers, and technologists excel in research and discovery, experience strategy, design, experience management, and technology implementation. Whether clients are establishing a vision for an experience or optimizing an existing one, we help businesses understand their audiences, design experiences, maximize technology, and bring their digital ideas to life. The world’s most successful companies rely on us to forge the future through electrifying work that sparks innovation and drives results. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires: Position Overview About You You are a senior CX Strategy leader with deep craft expertise, strong business acumen, and a clear point of view on how customer and employee experiences shape organizational growth. You see the bigger picture across ecosystems, services, journeys, teams, and technologies, and you know how to turn ambiguity into focused direction. You are also an experienced people leader who develops talent, builds trust, and creates the conditions for strategists to do their best work. You can shape, market, and deliver strategy capabilities for complex enterprise clients while contributing to agency growth, client relationships, and practice evolution. You bring a practical, responsible point of view on AI—knowing where it creates value, where it introduces risk, and how to help teams and clients use it with rigor, transparency, and accountability. The Opportunity As Director, CX Strategy, you will lead and grow One North’s CX strategy capability within our CX/UX Strategy team and across our multidisciplinary delivery organization. You will guide high-impact customer and employee experience engagements for complex clients while helping define how the practice scales, evolves, and creates value. In this role, you will partner with senior agency leaders to strengthen strategy offerings, develop talent, improve delivery quality, and expand client relationships. This is a senior leadership role that spans business growth, capability development, client advisory, practice operations, program leadership, team development, and responsible AI adoption. You will help define where AI fits in CX strategy delivery and solutions, guide teams on appropriate and safe use, and advise clients on the implications of AI for experiences, roles, workflows, governance, and operating models. Inside One North, you will create practical systems, operating models, and ways of working that help teams deliver more consistently and effectively. You will set a clear practice vision, translate that vision into measurable goals, and inspire shared ownership across the CX strategy team and broader crossfunctional organization. The Director, CX Strategy will ideally be based in the Chicago area for a light hybrid onsite/remote work model, but we are open to remote locations across the U.S. Core Responsibilities Practice Leadership & Vision: • Continually evolve the CX strategy practice vision in partnership with agency leadership, connecting practice priorities to business goals, client needs, and market opportunities. • Shape the growth of the practice by initiating priority programs, cross-functional efforts, internal projects, new ways of working, and emerging technology exploration. • Grow and lead a team of strategists through hiring, onboarding, coaching, mentoring, role definition, and individualized development planning. • Lead managers, principals, and leads by supporting their autonomy, strengthening their practice leadership, and enabling ownership of process, delivery, and team development. • Coach teams, remove obstacles, manage escalations, and step in when needed to support complex client, stakeholder, or executive relationships. • Foster a culture of knowledge sharing, critique, experimentation, and learning through team rituals, cross-functional forums, presentations, and events. • Improve operational effectiveness through scalable frameworks, operating models, methods, and tools that increase consistency, quality, and impact. • Identify, select, and manage the facilities, tools, resources, and vendor relationships required to support practice needs. Client & Business Growth: • Establish and grow long-term client relationships in partnership with account and sales teams, serving as a trusted advisor and identifying opportunities for deeper partnership. • Advise clients on enterprise transformation, experience innovation, organizational change, responsible adoption of emerging technologies including AI, and experience strategy. • Help senior clients understand how emerging technology changes customer experiences, employee experiences, roles, processes, operating models, decision-making, and measurable business outcomes. • Lead cross-functional teams through strategic discussions, discovery conversations, opportunity solutioning, scoping, estimating, and engagement planning. • Represent One North’s CX strategy expertise through sales & capability presentations, thought leadership, conference presentations, panels, and executive conversations. Delivery Leadership: • Direct complex, end-to-end CX strategy engagements as one of our most senior -level practitioners, providing project team oversight for delivery and client relationships. • Shape and lead strategy work across customer and employee experiences, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping. • Shape and lead research, analysis, synthesis, and insight generation across complex multimodal research efforts, ensuring assumptions, limitations, and validated findings are documented. • Collaborate with brand, design, technology, data, product, and content leaders to align teams around a cohesive experience strategy and ensure it is effectively implemented. • Help clients make better decisions by connecting customer insight, analytics, experimentation, and business metrics to strategic recommendations. • Guide the design of experiences that are transparent, trustworthy, measurable, and grounded in real user needs, including appropriate user control, feedback paths, fallbacks, support models, and escalation points. • Ensure AI-assisted work maintains strategic rigor by validating outputs, distinguishing facts from hypotheses, checking source quality, and avoiding unsupported claims. Capability, AI Innovation, & Responsible Practice: • Lead the development of new CX strategy capabilities that evolve the business and align to agency strategy, market opportunities, industry trends, and client demand. • Define where emerging technologies, including AI, fit in CX strategy delivery, including appropriate use cases, workflow patterns, tools, quality expectations, team enablement needs, and client-facing applications. • Develop reusable AI practice assets, such as prompt templates, workflow playbooks, evaluation checklists, decision logs, risk registers, service patterns, measurement plans, and governance inputs. • Lead responsible AI enablement across the practice by identifying high-value use cases, coaching teams on effective adoption, and building sustainable systems that improve decisionmaking, quality, speed, and long-term business value. • Uphold expectations for safe AI use, including confidentiality, intellectual property protection, data sensitivity, approved tools, human review, source validation, bias awareness, and appropriate escalation. • Partner with design, technology, data, legal, security, and delivery stakeholders to identify risks, define guardrails, and operationalize controls for AI-enabled work. • Create and maintain practice capability documentation, including methodologies, processes, examples, templates, delivery tools, capability materials, quality standards, and enablement resources. • Partner with our AI Innovation experts to define learning loops and measurement approaches for AI-native experiences, including adoption, satisfaction, trust, quality, effectiveness, exception handling, and business-value indicators. Power Skills • Effective communication: Communicates with clarity, precision, and tact across audiences, channels, and levels of seniority. • Ambiguity management: Creates direction and momentum when problems, inputs, or outcomes are not yet clear. • Decision quality: Makes timely, well-reasoned decisions that move teams, clients, and the organization forward. • Results orientation: Consistently delivers outcomes, even in complex or high-pressure situations. • Accountability: Holds self and others accountable for commitments, quality, and impact. • Purpose-driven leadership: Connects people to a compelling vision and motivates action around shared goals. • Emotional intelligence: Uses empathy, self-awareness, and sound judgment to build trust and strengthen teams. • Adaptability: Adjusts approach in real time to meet the needs of different clients, teams, and situations. • Trust building: Earns confidence through honesty, integrity, follow-through, and authenticity. Required Experience • 10 or more years of experience in CX, UX, product strategy, service design, or a related strategy discipline within an agency, consultancy, or complex enterprise environment • 3 or more years of people leadership experience, including experience leading managers, leads, or senior practitioners • Proven ability to build and lead strategy teams, manage a portfolio of complex work, and develop operating models that improve team effectiveness • Deep expertise in human-centered research, strategy, service design, journey management, and experience innovation • Experience advising executives and senior stakeholders across operations, marketing, CX, UX, EX, technology, data, product, and digital experience initiatives • Demonstrated expertise in user research, data analysis, synthesis, storytelling, and presentation development • Experience guiding executive-level meetings, workshops, discovery sessions, and strategic conversations • Demonstrated ability to build trusted, long-term client relationships and contribute to business development efforts • Demonstrated experience leading responsible AI adoption in strategy, research, design, consulting, or delivery environments, including quality control, governance considerations, workflow enablement, client advisory, and measurement of AI-enabled outcomes • Experience designing or enabling AI-supported solutions, including human-centered AI touchpoints, services and workflows, trust and consent flows, measurement plans, operating model implications, and end-user support considerations • Experience leading internal teams through cross-functional process improvement or operating model change • Experience collaborating with business analysts, data analysts, product owners, marketers, brand strategists, content strategists, designers, technologists, CMS teams, CRM teams, and other delivery partners • Strong leadership and interpersonal skills with the ability to influence cross-functional teams and manage competing priorities • Ability to travel to internal and client sites up to 25% of the time, including internationally *Don’t check all the boxes? We encourage you to apply anyway. We know smarts grow from a breadth of experiences. Don’t disqualify yourself before you have the chance to be considered. We’d love to meet you. Job Type & Location This is a Permanent position based out of Chicago, IL. Pay and Benefits The pay range for this position is $135300.00 - $202920.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following: • Medical, Dental, and Vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life and AD&D for employee and dependents) • Short and Long-Term Disability • Health Spending Account (HSA) • Transportation Benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Sep 8, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.