CX Strategist

End to End Experience Design Strategist, Sr. ManagerThe CX Design Strategist will play a pivotal role in gathering customer insights, identifying pain points, and driving innovation through user-centered design approaches. You will leverage your experience in customer experience research, facilitate design thinking workshops, and collaborate with cross-functional teams operating in agile environments. Your findings will directly inform product development, service improvements, and business strategy, all within an iterative, agile framework.Key Responsibilities:Conduct qualitative and quantitative research to gather insights on customer needs, behaviors, and pain points.Design and execute customer experience research studies, including surveys, interviews, usability tests, and ethnographic research.Synthesize research findings into actionable insights and recommendations for internal stakeholders.Facilitate design thinking workshops that engage cross-functional teams in creative problem-solving and innovative ideation.Lead brainstorming and prototyping sessions to explore new solutions that enhance customer experience.Collaborate closely with product, UX/UI, marketing, and data teams to ensure research findings are integrated into the decision-making process.Work within agile methodologies, participating in sprint planning, retrospectives to ensure research aligns with product development timelines.Stay up-to-date on the latest category, cultural and technology trends.Bring forward new thinking related to methodologies, and technologies in CX, design thinking, and agile practices.Analyze customer feedback and data from various sources (e.g., surveys, NPS, social media, call center, etc.) to continuously improve CX, products and services.Communicate research insights and findings through compelling presentations, reports, and visualizations.Qualifications:Bachelors degree in psychology, sociology, human-centered design, business, or a related field.3+ years of experience in customer experience research, design thinking, or a related role.Proven experience running design thinking workshops and leading teams through collaborative, iterative processes.Strong analytical skills with the ability to turn data into meaningful insights.Experience with qualitative and quantitative research methodologies, including user testing, interviews, surveys, and data analysis.Experience working in agile environments and understanding how customer research fits within iterative product development cycles.Excellent facilitation skills with the ability to guide groups through ideation, problem-solving, and prototyping sessions.Familiarity with customer journey mapping, personas, and experience mapping.Proficiency in design and research tools (e.g., Miro, Figma, Qualtrics, or similar).Strong written and verbal communication skills, with the ability to present research findings clearly and persuasively.Ability to work independently and as part of a multidisciplinary team.