Senior CX Strategist

TEKsystems•Berwyn, IL

5d•$97,000 - $145,400•Remote

About The Position

One North is a digital experience agency that combines curiosity, scale, and agility to shape the future. As part of TEKsystems, a leading provider of business and technology services, we offer boutique solutions to solve complex problems. Our multidisciplinary teams of strategists, designers, and technologists excel in research and discovery, experience strategy, design, experience management, and technology implementation. Whether clients are establishing a vision for an experience or optimizing an existing one, we help businesses understand their audiences, design experiences, maximize technology, and bring their digital ideas to life. The worlds most successful companies rely on us to forge the future through electrifying work that sparks innovation and drives results. Heres what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires: Position Overview About You Youre a Senior CX Strategist who leads the strategy lifecycle from discovery through implementation. You bring expertise in human-centered design, service design, employee experience, and business strategy, using it to make sense of complex situations, identify useful patterns, and turn ambiguity into focused direction. You see the bigger picture across journeys, services, ecosystems, teams, technologies, and implementation realities. You use AI thoughtfully and responsibly to accelerate strategy work while maintaining rigor, protecting confidentiality, and critically evaluating outputs and implications. The Opportunity As our next Senior CX Strategist, you will lead CX strategy projects across a portfolio of clients, including complex enterprise organizations. As part of One Norths CX/UX Strategy team, youll serve as a CX strategy subject matter expert, guiding customer and employee experience work with limited oversight and helping teams connect insight to measurable outcomes. You will lead project execution across disciplines, bringing polished, innovative, and transformative digital solutions to life. Although you will not directly manage people, you will mentor junior strategists on project work, model strong craft, contribute to practice growth, and foster inclusive collaboration, healthy debate, and shared ownership. The Senior CX Strategist will ideally be based in the Chicago area for a light hybrid onsite/remote work model, but we are open to remote locations across the U.S.

Requirements

You bring 4 or more years of CX, Service Design, UX, Product Strategy, or related strategy experience in an agency, consultancy, or complex enterprise environment.
You have expertise in human-centered research methodologies and techniques, such as contextual observations, in-depth interviews, design workshops, intercepts, surveys, usability testing, and related methods.
You have experience analyzing qualitative and quantitative data, synthesizing findings, documenting assumptions and limitations, and translating insights into actionable recommendations.
You have experience designing and leading ideation, collaboration, evaluation, or participatory design sessions and workshops grounded in design thinking or human-centered design principles.
You have experience developing CX and design strategy artifacts, such as research reports, personas, journey maps, service blueprints, vision statements, narratives, scenarios, and roadmaps, and using them to communicate complex ideas through strong storytelling, clear visuals, and effective verbal and written communication.
You have experience applying AI responsibly in research, synthesis, strategy, concept development, or artifact creation, including critical review of outputs and awareness of risks and limitations.
You stay organized, manage responsibilities, and meet deadlines across a variety of projects.
You are able to travel to client sites as projects require, up to 15% of the time.

Nice To Haves

Empathy: You internalize human experiences and perspectives to advocate and drive change.
Business Insight: You apply business and customer knowledge to advance client goals.
Clarity: You operate effectively and create focus and certainty in the face of ambiguity.
Communication: You deliver effective multi-mode communications and lead by listening.
Collaboration: You partner deeply with others to meet shared objectives.
Openness: You create an inclusive environment that welcomes diverse perspectives.
Innovation: You generate and cultivate new ways for clients to be successful.
Motivation: You are action-oriented and take on new challenges with energy and enthusiasm.
Resilience: You persistently work toward desired outcomes, even under tough circumstances.
Adaptation: You pivot or refine approaches in real-time to meet shifting demands.
Integrity: You have a strong sense of ethical and moral principles and adhere to them consistently.

Responsibilities

Work across a spectrum of large-scale and small-scale CX projects for diverse organizations at the intersection of experience innovation, organizational change, and technology transformation.
Build trust with clients by supporting their business goals with end-to-end CX and employee experience strategies, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping.
Design and conduct CX research activities and programs, including selecting appropriate methods, such as observations, one-on-one interviews, usability testing, surveys, and workshops; planning, recruiting, fielding, analysis, and synthesis; and documenting assumptions, limitations, findings, and hypotheses to deliver actionable insights.
Design and facilitate collaborative ideation, evaluation, and participatory design sessions and workshops with client stakeholders and One North team members.
Create strategic visions, narratives, concepts, journey maps, service blueprints, and experience maps that meet client needs and connect customer and employee insight to business value and implementation priorities.
Craft well-designed artifacts and presentations that communicate findings, recommendations, trade-offs, and next steps through clear storytelling and visuals.
Generate recommendations that balance customer and employee value with client business goals and implementation effort, building momentum toward follow-on initiatives.
Support recommendations with qualitative and quantitative data, connecting customer insight, analytics, experimentation, and business metrics to strategic decisions.
Develop concepts and illustrative scenarios that help clients envision future-state interactions and build support for implementation.
Create roadmaps to guide long-term innovation and transformation programs.
Bring a strong point of view to One Norths CX strategy and human-centered design processes for clients and cross-functional teams.
Collaborate with UX, Design, Brand, Content, Data, Product, Technology, AI, CMS, CRM, and analytics partners to align cross-functional teams around cohesive strategies and implementation paths.
Contribute to a team environment that encourages autonomy, inclusive collaboration, strong strategic craft, and thoughtful decision-making.
Support business development efforts by contributing to CX strategy capabilities, perspectives, methods, examples, and recommendations to CX leadership.
Contribute to the CX/UX Strategy discipline through process improvement, thought leadership, education, and community participation.
Apply AI to accelerate and deepen strategic work, including research planning, theme identification, synthesis, concept exploration, and artifact development, while validating outputs, checking source quality, and distinguishing facts from hypotheses.
Collaborate with teammates to assess how AI may enhance or impact a clients business, customers, employees, workflows, and service models, surfacing opportunities, risks, privacy considerations, bias concerns, and experience implications.