Customer Experience Strategist

Global Career Website

2d•Hybrid

About The Position

Astound Digital is seeking a dynamic CX Strategist to serve as a high-level advisor and functional lead for enterprise-level CRM initiatives. This role is critical for bridging the gap between complex business goals and technical CRM execution, focusing on driving innovation and efficiency through AI-powered, frictionless customer experiences. The ideal candidate is a strategic thinker capable of leading large-scale digital transformations and delivering quantifiable benefits to global brands.

Requirements

5+ years of experience as a business architect or functional lead with a focus on CRM systems (e.g., Salesforce, Microsoft Dynamics).
Experience in process design, process improvement and with ability to demonstrate how you have driven quantifiable and tangible benefits from client engagements.
Experience with large transformation projects [digital, operational, IT, etc.]
Proven track record of successfully aligning CRM systems with business processes and strategies.
Strong understanding of CRM processes, including sales, marketing, customer service, and support.
Willingness to travel as required
Excellent facilitation and workshop management skills.
Exceptional stakeholder engagement and communication skills.
Strong analytical and problem-solving abilities.
Ability to work independently and as part of a collaborative team.

Responsibilities

Develop and implement CRM strategies and roadmaps that align with clients’ business goals and objectives.
Identify opportunities for improvement and innovation within CRM processes.
Serve as the functional lead in CRM initiatives, ensuring that the CRM system aligns with business needs and processes.
Translate business requirements into functional specifications.
Lead and facilitate functional workshops with cross-functional teams to gather requirements, define project scope, and ensure alignment on objectives.
Engage with business stakeholders to understand their needs, provide expert advice, and ensure their requirements are incorporated into CRM solutions.
Build and maintain strong relationships with key stakeholders.
Establish key performance indicators (KPIs) to measure the effectiveness of CRM initiatives.
Monitor and analyze performance data to provide insights and recommendations for continuous improvement.
Stay abreast of the latest trends and developments in CRM technology and best practices.
Provide thought leadership and insights to clients and internal teams.
Identify and define agentic use cases, develop supporting business cases and success metrics, and shape practical solution approaches aligned to business outcomes and platform consumption.