Consumer Experience Strategist

Company: Aquent
Location: Boston
Posted on: April 1, 2025

Job Description:

Our client is a leading pharmaceutical company undergoing a deep digital transformation to better serve patients, customers, employees, and stakeholders. The Consumer Experience (CX) Strategy Lead will play a critical role in defining and delivering innovative digital solutions that seamlessly integrate our clients' products and services across its ecosystem. This role will require collaboration with cross-functional teams, key stakeholders, and a focus on making healthcare more accessible, integrated, and reliable for users. The CX Strategy Lead will develop the strategy to differentiate the company's digital solutions, providing leadership and vision to inspire teams and push the boundaries of what's possible.CX is a new function within our client, and the work will require evangelization, delivery, and high adaptability to change. This new team entails project management, research, design (visual and UX), prototyping and strategy.Must be partial onsite in Cambridge, MA or Morristown, NJKey Responsibilities:

• CX Strategy Development & Execution:Develop and deliver end-to-end CX strategy across digital products, ensuring alignment with the product roadmap, user needs, and market demands. Define plans, principles, and measurement frameworks based on research and insights.
• Milestone Management & Risk Mitigation:Ensure the CX strategy meets agreed-upon milestones, managing risk and maximizing efficiency throughout the process.
• Team Leadership & Resource Management:Lead a team of CX Strategy professionals and contractors, reallocating resources to meet deadlines and priorities. Empower the team through mentorship and continuous learning.
• Influential Leadership & Advocacy:Represent CX strategy across business functions, influencing product and service strategy direction. Integrate CX strategy within the digital development process and advocate for CX within stakeholder groups and partner organizations.
• Cross-functional Collaboration:Collaborate with global business units, R&D, Corporate, and Engineering teams to drive change in CX practices and processes.Knowledge, Skills & Abilities:
• Analytical Excellence:Strong ability to synthesize qualitative and quantitative data to identify key challenges, opportunities, and learnings.
• Effective Communication & Presentation:Ability to communicate recommendations clearly and efficiently, adapting messages to various levels of the organization.
• Strategic Planning:Expertise in strategic planning, with the ability to create actionable plans based on product roadmaps, team maturity, knowledge gaps, and business priorities.
• Business Acumen:Strong understanding of value generation, business modeling, and the intersection of CX with business objectives.
• Digital Product Management Expertise:Knowledge of digital product development, agile methodologies, and CX best practices. Familiarity with digital product management tools and strategies.
• CX Measurement Frameworks:Experience in creating and applying CX measurement frameworks (both qualitative and quantitative) to assess efficacy and guide continuous improvement.
• Global Perspective:International experience with sensitivity to cultural differences, especially in a global organization.
• High Emotional Intelligence (EQ):Ability to manage stakeholders and navigate complex organizational dynamics with empathy and clarity.Key Qualifications:
• Educational Background:Bachelor's degree (or equivalent work experience) in Design, HCI, MBA, or a related field; Master's degree preferred.
• Experience:7+ years of hands-on experience in CX/UX strategy at a large global enterprise, agency, consulting, or start-up/scale-up, specifically in digital product or software design.
• Consumer Experience Expertise:Solid experience in creating, measuring, and refining CX strategies based on user research, human factors, customer feedback, and market data.
• User-Centric Approach:Strong advocate for the user's perspective within the organization.
• Industry Knowledge:Familiarity with pharma/health technology is a plus.
• Language Skills:Professional level English communication skills (verbal and written) for non-U.S. candidates.
• Vibrant Storyteller:Engaging communicator with the ability to inspire action and present ideas clearly at all levels of the organization.
• Adaptability & Resilience:Comfortable with change and ambiguity, confident in navigating a dynamic environment.
• Cultural Leadership:Strong interest in leading cultural shifts within the organization, particularly around digital transformation.
• Intellectual Curiosity:Motivated by learning and inspiring others to do the same.
• Cultural Sensitivity:Culturally curious and willing to work in a global, diverse environment.The target hiring compensation range for this role is $65-70/hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.
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Keywords: Aquent, Boston , Consumer Experience Strategist, Other , Boston, Massachusetts