Lead Experience Strategist

SilverTech•Bedford, NH

2d•Hybrid

About The Position

SilverTech is seeking a Lead Experience Strategist to help shape data-driven digital strategies and solutions for our clients. This role works within our CX & Digital Strategy practice and partners closely with our delivery teams across UX, Creative, Content, Digital Marketing, and Development to turn research-based insights into meaningful digital experiences. You’ll serve as a lead strategist on client projects, helping facilitate and align project goals into clear, actionable strategies. You’ll develop critical strategic work products that move projects from strategy into design, while ensuring the strategy’s intent is carried through the design process. This role also plays an important part in evaluating performance post-launch, using data and insights to measure results and identify opportunities for continued improvement. This role offers flexibility based on candidate location and business needs, with the option to work hybrid from our Bedford, NH office or fully remote within the U.S.

Requirements

Bachelor or Master’s in Human-Computer Interaction, Psychology, Design, Communication, or a related field (with certificate in UX or Usability preferred).
Minimum 4-6 years conducting CX or user-centered research and digital strategy.
Minimum of 1-3 years developing content strategies and information architectures.
Expert at producing various strategy outputs including strategy briefs, digital strategies, content strategies, journey maps, and design concepts.
Strong facilitation skills leading project teams in participatory and collaborative design sessions.
Demonstrated experience solving complex user (cognitive) problems through content and design.
Familiarity with design thinking approaches.
Demonstrated skill applying user-centered design practices, e.g., using ethnography data, user needs analysis, and participatory design to influence design decisions.
Excellent visual, verbal, and written communication skills, with the ability to effectively engage and convey ideas to technical and business teams with passion and diplomacy.
Demonstrated experience leading small teams to successful project outcomes.
Desire to improve processes and work products as well as mentor and grow team members.

Responsibilities

Plan and conduct user research activities at every stage of the product lifecycle.
Map consumers’ journeys and identify key aspects of consumers’ experiences that drive or threaten value and loyalty.
Synthesize research findings from primary consumer research and customer data (market research, usability research, site analytics, and secondary research) into actionable, customer-centric digital user experiences.
Work with the research team to translate research outputs into work products such as engagement plans, roadmaps, and design concepts.
Collaborate directly with client project teams to facilitate stakeholder research, strategy, and design sessions.
Create strategy canvases, guiding principles, strategy briefs, and other work products to ensure client and stakeholder alignment and buy in to proposed strategies.
Conduct workshops on various strategic topics including but not limited to audience segmentation, segmentation intents and conversion opportunities, brand, SEO, integrated technology such as portals and CRM systems, marketing initiatives, personalization, analytics, and metrics.
Develop customer-centric content and personalization strategies that anticipate audience segments needs including entry points, wayfinding, flows, and conversion funnel activation.
Conduct detailed and executive strategy presentations to clients and internal teams.
Collaborate and consult with clients, team members, and other stakeholders to translate ideas and opportunities into clear concept models, tangible flows, and preliminary UX designs.
Establish clear design goals and principles for the UX design phase.
Work with CX Strategists, UX Designers, Visual Designers, and Developers to provide feedback on flows, wireframes, visual designs, content, and functionality to ensure the strategy is being adhered to and that creative innovations in user-centered design are faithfully delivered to our clients.
Act as an ongoing consulting strategist to guide clients through road mapping and ongoing digital product optimization (including prioritizing features and functions, extending content and design systems, and optimizing design and content to promote increased conversions. (using journey-based personalization and A/B testing).
Lead teams and staff in the successful execution of project tasks in a manner that achieve client, project, and internal goals.
Contribute to development of new practices, methods, and deliverables.
Support projects, marketing, and business development as needed.