Senior Experience Strategist

VML MAP • Austin, TX

4d

About The Position

WPP is seeking a Senior Experience Strategist to drive the development and execution of omnichannel CRM strategies for one of their top-tier global clients. This role is for individuals with a proven track record of strategic thinking at the intersection of customer experience, data, and digital ecosystems, who thrive within a dynamic agency environment. The Senior Experience Strategist will be part of a smaller client strategy team within a broader, growing Experience Strategy team at VML MAP, collaborating with global colleagues. The role involves owning and driving strategic deliverables, leading the development of integrated channel plans across diverse touchpoints and journey creation, and guiding the integration of these strategies across critical digital ecosystems like email, mobile apps, social media, and emerging platforms. Additionally, the strategist will lead and influence cross-functional teams, acting as a strategic bridge between CX, performance marketing, creative, media, and data teams to optimize end-to-end customer engagement. This includes overseeing and synthesizing research and analysis, facilitating strategic workshops, extracting insights, and translating complex data into impactful strategies, personas, and customer journey blueprints. The role also requires crafting compelling narratives to inspire and influence senior clients and internal stakeholders.

Requirements

• 5+ years of experience in CRM, customer experience strategy, or strategic planning roles.
• Both agency and client-side experience are welcomed.
• 2+ years of experience working on and delivering CRM strategies and communications for a large-scale global client.
• Ability to make an impact quickly, identify the opportunities and become a trusted expert in the team and by the client.
• Ability to present confidently and lead client meetings and workshops.
• Proven ability to craft compelling, data-backed strategic narratives that inspire, influence, and secure buy-in from senior clients and internal stakeholders.
• Experience working as part of a wider client team to deliver work to a high standard collectively.

Responsibilities

• Own and drive strategic deliverables, leading the development of integrated channel plans that define the overarching strategy across diverse touchpoints and journey creation.
• Guide the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, and emerging platforms, ensuring cohesive and impactful customer experiences.
• Lead and Influence Cross-Functional Teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams.
• Drive optimization of end-to-end customer engagement, ensuring strategic alignment and seamless execution.
• Oversee and synthesize research and analysis.
• Facilitate and lead strategic workshops, extracting insights and translating complex data into impactful, executable strategies, detailed personas, and comprehensive customer journey blueprints that inform strategic decisions.
• Craft compelling narratives and elevate our th

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed