Experience Strategist

The role

The purpose of the Experience Strategist is to define the problems our clients want to solve and architect solutions. The Experience Strategist designs products, services and experiences with authentic value and strong brand differentiation.

They have an innate curiousity and desire to understand human behaviour, and are able to the bring the voice of the customer to life in storytelling. They have a sharp focus on business viability and confidently engage and align stakeholders. They are practical and are able to translate a concept into a prototype that works within the confines of the client’s technology, people and processes.

The role combines strategic thought with creativity to envision the future state and requires extensive collaboration with creatives, designers and producers to bring it to life.

Key Responsibilities

Problem identification

• Collaborate with client to understand and craft business objectives, interrogate their scale of ambition and achieve stakeholder alignment of what success looks like.
• Design and coordinate immersive qualitative customer research (such as co-creation events, contextual interviews and observation exercises) and quantitative techniques with an eye for unearthing deep human insight and emotions.
• Conduct competitive and best practice research to understand the ‘status quo’ and opportunities for differentiation.
• Synthesise insights into artefacts such as personas, journey maps and service blueprints.
• Communicate and embed insights and strategic direction with the client using storytelling and ‘learn through play’ principles.
• Understand and champion how the brand platform influences the future state experience and express via experience pillars.
• Develop decision making frameworks and collaborate with client stakeholders to prioritise problems to solve.

Design Solutions

• Craft briefs with meaty insights to inspire the ideation process
• Design ideation exercises and workshops to maximise client collaboration
• Collaborate and ideate with creatives to evolve ‘baby ideas’ to concepts with potential with a ‘yes and’ mentality
• Design and facilitate workshops with the client to capture constructive feedback and clear decision making on the way forward
• Design and facilitate the feasibility and viability validation process, involving deep collaboration with the client and potential production partners
• Design and facilitate qual and quant customer research methodologies to validate concept hypotheses.
• Design low fidelity prototypes, thinking creatively about the problems we’re trying to solve and how that may be explored whilst remaining true to the core value proposition.
• Design service blueprints that bring to life how the product, service or experience might work, considering back of stage requirements, but with the human experience a firm focus.

Thought leadership

• Maintain expert knowledge in the area of customer experience and design thinking
• Use the WT IP toolkit and extended services when designing methodologies, and make proactive recommendations for adaption and improvement
• Maintain best practice leadership, communication, consultancy and collaboration skills.