CX Strategist

Our financial services client is seeking a CX Strategist to work a 4-month project that is expected to extend or convert into a full-time position. Candidates must be able to work onsite in NYC three days/week in a hybrid capacity (candidates can WFH on remaining days, role is 40 hrs/week). 

Role Profile & Expectations

This is an exciting opportunity to shape end to end customer journeys, define future state experiences, and drive change management to align cross functional teams around the right problems to solve and to solve them in the right ways. You will create and implement cohesive end to end journeys that drive desired behaviors and business impact across complex initiatives.

Core Responsibilities

• Use Human-Centered Design to uncover customer needs, insights, and jobs to be done for priority product/audience journeys that solve for root causes and deliver on business goals.
• Lead, manage and facilitate cross functional workshops to align stakeholders around problems, priorities, and key outcomes.
• Define journey-aligned opportunities and solutions that transform ambiguity into clarity.
• Create experience strategy deliverables such as journey maps, service blueprints, experience roadmaps, and future state visions to communicate opportunities.
• Use storytelling and visualization to drive data-driven decisions and tactics.
• Develop executable roadmaps and experience principles that guide teams from strategy through delivery.
• Collaborate with marketing, product, technology, and other key partners to drive experience strategy implementation, measurement, and continuous improvement.
• Partner on experience strategy practices and rituals, as a key contributor and team player.

Required Qualifications

• Portfolio required with design/experience strategy or service design project examples.
• 4-6 years of experience applying human centered design, service design, or design strategy methods, frameworks, and processes in a professional setting.
• Proven experience leading discovery, synthesis, ideation, prioritization and validation of opportunities and solutions.
• Proven ability in crafting end-to-end journey maps, service blueprints and future state visions.
• Demonstrated experience in using design, business, and innovation tools.
• Strong leadership, stakeholder engagement, and workshop facilitation skills to influence alignment and change management across large, matrixed teams.

Preferred Qualifications

• Bachelors degree preferred.
• Background in experience strategy, design consulting or in house design strategy teams.
• Experience solving for digital experiences (portals, websites, apps and chats).
• Exposure to B2B, B2C, D2C or financial services environments.
• Proficiency with creative, whiteboarding and collaboration tools (Figma, Miro, Microsoft and Adobe Creative Suite).
• Experience working in or with large organizations.

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including financial information. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.

Benefits

Creative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment work location is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service.

Email Your Resume In Word To
bcarter@creativecircle.com
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Billy Carter - Recruiter, National Delivery

For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States.This is a new role.

This job was first posted by Creative Circle on 05/01/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.

Everforth Creative Circle is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.  Everforth Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. Anthem / Blue Cross Blue Shield creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Creative Circle.

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