Experience Strategist

**Company Description** About us**

We believe in the power of ingenuity to build a positive human future.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are over 4000 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists.

We operate globally from offices across the UK, US, Netherlands and Nordics.

**PA. Bringing Ingenuity to Life.**

Do you crave collaboration and love creating insights that help organizations improve their agility in response to a rapidly changing market?

At PA Consulting we design, build, maintain and run digital solutions - at scale - that drive innovation, and enrich people’s lives. Our skills and talent enable PA’s purpose of creating a positive human future in a technology-driven world. Our ambition is to be the best, most ingenious team that our clients have ever worked with, and we want Digital & Data to be the best team you’ve ever worked with; in the best job you’ve ever had.

Our approach unlocks growth and efficiency** **by aligning organisations around what matters to customers. We help our clients transform their businesses through exceptional customer experiences aligned to strategic ambition, and outline the behaviour and operations required to achieve it, driving value and impact swiftly.

If you are a strategic thinker, passionate about technology while delivering impactful experiences, thrive in a collaborative consulting environment, and have the determination to deliver brilliant work, we invite you to apply.

**What you’ll do**

As an Experience Strategist within our Digital Strategy & Experience team, you’ll leverage your expertise in user research, persona development, journey mapping, and data analysis to first understand the ‘as is’ experience, and then define a vision, and bring to life the future for high priority customers. Through collaboration with cross-functional teams — including research, data, engineering, and change — as well as effective stakeholder management, you will guide our clients in designing exceptional experiences that drive customer satisfaction, loyalty, and business growth.

**Responsibilities include**:
You’ll lead the full lifecycle of customer experience strategy and management, from insight, to as-is mapping, vision setting & principles, future experience development, proposition/initiative ideation and prioritisation, roadmapping, CX op model, and defining and measuring CX KPIs and optimisation, including:

- Customer Insights and Research: either independently, or in collaboration with our _human insights_ primary research team, conduct qualitative and quantitative research to gain deep customer insights, analyse data, and identify pain points and opportunities throughout the end-to-end, omnichannel customer journey
- Journey Mapping and Persona Development: Develop customer journey maps and personas that capture key touchpoints and ‘moments that matter’, pain points, and opportunities, providing a foundation for experience design and improvement.
- Proposition and Roadmapping: create benefits-driven roadmaps based on prioritised initiatives (front and back of house), capabilities and enablers
- Solution Implementation: Support clients in implementing recommended strategies by providing guidance, overseeing execution, and tracking the impact on customer experience metrics.
- Data-Driven Decision Making: Utilise data analytics, A/B testing, and user feedback to measure the effectiveness of experience initiatives, optimise customer journeys, and deliver data-driven recommendations to clients.
- Cross-Functional Collaboration: Collaborate with cross-functional teams, including designers, delivery and technology experts, to align experience strategies with business objectives and ensure seamless execution.
- Thought Leadership: Stay abreast of industry trends, customer experience methodologies, and emerging technologies, contributing to thought leadership initiatives within the firm and sharing insights with clients.
- Stakeholder Management: Build strong relationships with clients, manage expectations, and effectively communicate strategic recommendations and project progress to stakeholders at various levels of the organisation.

**Flexible working** - We are guided by our client work and needs; however, you have autonomy to manage your time and diary to suit your work/life balance.

**Qualifications** Key Skills and Experience**:

- 7+ years of experience in service design, e