Sr. Experience Strategist

YOUR ROLE:

In this role, you will take a data-driven approach to designing customer journeys, identifying key opportunities for engagement, and delivering meaningful value when it matters most. Your insights will guide our understanding of the critical moments we must win, the information our customers seek, the channels they prefer, and the influences shaping their decisions.

YOUR RESPONSIBILITIES:

• Develop communication strategies grounded in insights to effectively generate, nurture, and retain leads throughout the customer lifecycle.
• Create and champion marketing campaigns that apply CRM best practices to achieve client business objectives.
• Conduct in-depth research into customer beliefs, attitudes, barriers, and motivations across their entire journey, utilizing both primary and secondary research as well as social listening.
• Design customer experience initiatives across various channels and platforms, including email, direct mail, mobile, and social media.
• Research and draft creative briefs to guide internal teams.
• Craft content strategies for new campaigns that drive engagement and encourage behavioral change.
• Partner with creative teams, providing strategic direction and channel expertise informed by data-driven insights to inspire impactful work.
• Collaborate closely with vendors and agency partners to ensure strategic alignment across all program elements.
• Work alongside the Marketing Sciences team to define KPIs, create learning and testing plans, and deliver insightful analysis and key takeaways.
• Prepare and present strategic recommendations and findings to clients.
• Stay current on the latest trends and best practices in CRM and customer engagement.

REQUIRED SKILLS:

• Bachelor’s degree in a related field.
• Minimum of 5 years’ experience in strategic planning within an agency environment.
• Strong expertise in CRM development and the creation of business rules.
• Analytical marketer with a keen ability to separate meaningful insights from background noise during campaign development and analysis.
• Deep understanding of CRM channel strategies and tactics.
• Proven ability to collaborate effectively with internal and client teams, manage multiple projects in a fast-paced environment, and meet tight deadlines.
• Experience in the financial services sector is a plus.
• Proficiency in Microsoft Office, particularly in developing presentations in PowerPoint or Keynote.
• Exceptional writing and editing skills with meticulous attention to detail.