Experience Strategy Lead

About Astound Digital At Astound Digital, we are pioneers in the digital landscape, dedicated to transforming how the world interacts with technology, data, and creativity. Our role as trusted advisors in the digital landscape empowers the world’s most innovative brands with frictionless, end-to-end customer experiences. We are known for our comprehensive solutions, proven expertise, and collaborative, nimble approach that instills confidence in our clients. We embrace the power of Artificial Intelligence (AI) to drive innovation, efficiency, and better outcomes for our clients and employees. Join us to navigate and lead in the ever-changing digital world, where your impact will extend beyond the ordinary. Job Purpose As an Experience Strategy Lead, you will be instrumental in growing our Experience Strategy capabilities while maintaining a direct impact on client success through high-level billable project leadership. You will serve as a strategic and functional expert, acting as the primary Design and Experience Lead on key engagements to drive critical business processes and deliver transformative digital outcomes. Your role involves a blend of executive-level thought leadership and hands-on execution, balancing practice growth and departmental management with direct contribution to high-value client deliverables and utilization targets. Key Responsibilities Maintain a consistent billable utilization target by serving as the dedicated Design and Experience Lead for assigned client accounts and projects. Directly contribute to and oversee the creation of Experience Strategy artifacts, including research frameworks, content audits, strategic benchmarks, persona development, and journey mapping Scale the Experience Strategy practice by leading recruitment, interviewing, and hiring initiatives to grow the department. Drive organization-wide growth by spearheading sales initiatives, strategic account reviews, and high-level consulting engagements. Provide executive sponsorship and hands-on quality control across multiple projects to ensure the integrity of design and strategy deliverables. Define and evolve the suite of services and deliverables offered, adapting to emerging market trends and evolving client needs. Collaborate with sales and senior leadership teams to establish workflows for cross-functional integration between Experience Strategy, UX, and UI. Develop modular, reusable sales documentation, service descriptions, and case studies to streamline RFP responses and business development. Establish departmental standards for tools, processes, and methodologies while evangelizing the discipline across the wider organization. Manage the functional team’s performance through resource allocation, mentorship, and professional development reviews. Lead hands-on creation of practice-specific artifacts and provide collaborative support for UX and UI design work when necessary. Create executive-facing narratives, presentations, and strategic storytelling that clearly communicate customer experience opportunities, transformation vision, and business value. Develop a point of view on modern digital customer experiences across commerce, CRM, and self-service channels, grounded in customer behavior, buyer journeys, and brand experience principles. Qualifications and Skills 7+ years of professional experience in experience strategy, CX consulting, digital transformation 3+ years of experience in functional team oversight and managerial leadership within a creative or agency environment. Proven ability to meet and exceed billable utilization targets while simultaneously managing practice-level leadership responsibilities. Extensive background working within the consulting or professional services industry, managing client relationships and delivering high-impact strategic solutions. Experience acting as the primary Experience Strategy or CX lead on large-scale digital transformation initiatives, ideally spanning commerce, customer engagement, or digital experience platforms Advanced skills in research methodologies, including facilitating stakeholder workshops and synthesizing complex research into cogent strategic arguments. Demonstrated experience in presentation development and strategic storytelling, with the ability to translate complex ideas into compelling executive narratives; familiarity with UX design tools such as Figma preferred Master-level communication, interpersonal, and presentation skills with a demonstrated ability to influence and inspire cross-functional teams. Experience defining customer experience strategies informed by user behavior, journey design, digital engagement models, and commerce / retail experience principles What we offer in return Global Collaboration: The opportunity to work daily with diverse and talented professionals across the globe. Off-the-Charts Career Growth: Сlear career path and a performance review system, career coaching, training and certifications, mentoring and knowledge sharing. Well-being Is Top Priority: Parental leave, paid time off, comprehensive health and medical plans. Real Work-Life Balance: Dependent on location, we offer remote, in-office, or hybrid working modes; flexible hours; work-life balance support on every stage and level. Why work for Astound Digital? Whether you’re working directly with our world-renowned clients or with your Astound colleagues from around the globe, you will shape the future of digital commerce, using emerging technologies and innovative approaches. Grow your career with Astound Digital, and discover exciting opportunities while doing the work you love!