Senior CX Strategist

Location: Hybrid, London, United Kingdom, with office attendance at Sea Containers House an average of four days a week.

Company

hirify.global is a global creative company combining brand experience, customer experience, commerce, creativity, strategy, data and technology to build connected brands; it is part of WPP.

What you will do

• Develop integrated customer experience strategies connecting brand ambition, customer needs, CRM, digital experiences and customer engagement.
• Map end-to-end customer journeys, identify pain points and opportunities, and turn research, behavioural insights and data into strategic recommendations.
• Create customer propositions, experience principles, strategic frameworks, creative briefs and measurement approaches.
• Develop strategies to improve acquisition, engagement, retention, loyalty and lifetime value, including meaningful KPIs and performance frameworks.
• Partner with Creative, Experience Design, Data, Technology and Client Services teams to bring strategy into execution across channels and touchpoints.
• Build client relationships, present strategic recommendations, contribute to pitches and new business, and mentor junior team members.

Requirements

• Solid experience in CX, CRM, customer engagement or integrated strategy within an agency, consultancy or client-side environment.
• Strong understanding of end-to-end customer journeys, including acquisition, conversion, onboarding, engagement, retention and loyalty.
• Ability to connect customer experience thinking with wider brand strategy and business objectives.
• Experience developing customer-centric strategies, journey maps, propositions and creative briefs.
• Confidence using customer data, research and behavioural insights to inform recommendations and understanding how customer experience drives measurable business outcomes.
• Experience across multiple channels and touchpoints, including digital, CRM, content, social and physical experiences.
• Strong communication and storytelling skills, including presenting strategic thinking to clients and internal teams.
• Collaborative approach and ability to work with creative, data, technology and experience specialists.
• Genuine interest in customer behaviour, technology and emerging trends affecting brand interactions.

Nice to have

• Experience with automotive, FMCG or other major consumer brands.
• Understanding of retail, dealership or complex customer journeys.
• Experience contributing to pitches or identifying opportunities for client growth.
• Interest in AI and emerging technologies that can improve customer experiences.

Culture & Benefits

• Work with recognised global brands on customer experience challenges across the full customer journey.
• Integrated environment combining CX, brand strategy, creativity, data, commerce and technology.
• Hybrid working from the London office, with teams in the office an average of four days per week; accommodations or flexibility can be discussed.
• Collaborative and supportive strategy team with opportunities to develop strategic skills, broaden experience and progress professionally.
• Competitive salary and access to hirify.global and WPP benefits.
• Inclusive workplace committed to equal opportunity, belonging and support during recruitment.