Director, Experience Strategy

Bounteous is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000+ expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success. We are seeking an exceptional Experience Strategist to lead a high-impact initiative for one of our top clients. In this role, you will be responsible for gathering and translating research, insights, and customer behavior data into actionable strategies that drive exceptional customer experiences. You will influence and guide a matrixed multi-disciplinary team across research, data analytics, marketing strategy, and design to unlock growth opportunities and continuously optimize the end-to-end customer journey. This is a pivotal role requiring a balance of strategic vision, hands-on leadership, and operational excellence. You will help define and prioritize initiatives, develop customer-centric strategies, and ensure seamless execution of insight generation, journey optimization, and experience design initiatives. Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Role and Responsibilities

• Strategic Leadership & Vision
• Define and evolve experience strategies aligned to client priorities, growth goals, and market dynamics.
• Identify customer experience gaps and lead the creation of actionable strategies to address them.
• Inspire and align cross-functional teams around a shared innovation agenda.
• Champion a test-and-learn culture grounded in customer insights and data-driven decision making.

• Insight Generation & Research Leadership
• Direct the development of case studies, insight shares, and rapid research sprints to inform strategic decisions.
• Oversee the delivery of market intelligence, competitive analysis, and trend briefings.
• Synthesize external signals (industry trends, emerging technologies, competitor moves) and internal customer data to identify opportunities.

• Experience Optimization & Journey Enhancement
• Lead the creation and testing of customer experience hypotheses using data, voice of customer (VOC), and behavioral analysis.
• Guide the execution of customer journey audits and opportunity mapping, prioritizing A/B tests and optimization roadmaps.
• Facilitate strategic planning sessions that integrate insights to shape roadmap recommendations and resource prioritization.

• Cross-Functional Team Interactions
• Coordinate and influence a team of specialists across:
• Data & Analytics: Insight generation and performance measurement
• Performance Marketing: Opportunity surfacing at the intersection of media and experience
• UI/UX Design: User-centered design to bring ideas to life
• Collaborate closely with client stakeholders and internal leaders to ensure alignment, clarity, and impact.

Skills and Capabilities

• Strategic Acumen: Ability to think critically and holistically about customer experience, market dynamics, and business goals.
• Analytical Expertise: Strong command of data interpretation, performance analysis, and translating insights into action.
• CX Methodologies: Journey mapping, VOC analysis, persona development, and opportunity mapping.
• Hypothesis-Driven Testing: Familiarity with rapid-cycle testing frameworks, A/B testing, and iterative optimization.
• Executive Communication: Ability to distill complex ideas into clear narratives and influence senior stakeholders.
• Leadership & Collaboration: Proven success in leading cross-functional teams and driving alignment.
• Trend Spotting & Innovation: Proactive approach to monitoring industry trends, customer behavior shifts, and emerging technologies.

Tools and Platforms

• Data & Analytics: Adobe Analytics, Tableau, Power BI, SQL, Excel
• Research & VOC: Qualtrics, Medallia, SurveyMonkey, social listening tools
• CX & Journey Mapping: Miro, Lucidchart, Adobe XD
• Testing & Optimization: Adobe Target, Evolv
• Project Management: Jira
• Design & Prototyping: Figma, Sketch
• Presentation & Storytelling: PowerPoint, Google Slides (visual storytelling)

Preferred Qualifications

• 8+ years of experience in customer experience strategy, digital transformation, management consulting, or related field.
• Proven success in translating insights into experience design and optimization.
• Experience leading multi-disciplinary teams in fast-paced environments.
• Expertise in customer analytics, performance marketing, and/or digital experience optimization.
• Strong interpersonal skills and executive presence.
• Telecom and/or B2B industry experience a plus.