Strategy Director, Experience

Responsibilities

• Define the opportunities, insights, and frameworks for the Design Team to act on that result in increased awareness, revenue growth, client identified KPI improvement, and engagement for the brand.
• Beginning to end partnership with the Design Team as we develop and elevate brands throughout all touch-points, including Physical, Human, and Digital experiences.
• Define the strategic vision and contribute to overall brand growth.
• Crafts compelling storylines and informed brand experience strategies grounded in consumer insight and data.
• Works with (and coordinates work with) internal or external partners in customer insights, digital design, service design, prototyping and other key fields as needed
• Develops and facilitates workshop approaches, agendas, exercises to motivate groups of stakeholders to co-create common vision around future-state retail customer experience
• Analyzes and articulates the Customer Experience work in a visual and written form - developing clear business vertical or workstream requirements for digital, service, interior, communications, marketing etc.
• Encourages and supports team development and practice growth - pushing boundaries into new services lines and value for clients we partner with
• Leads research into best-in-class customer experience programs, customer insights, retail trends and technology.

Requirements

• Demonstrated ability to problem solve using Customer Experience design-thinking methodology - integrating service, operations, digital and experiential design with help from brand, marketing, and other tools
• Knowledge of cross-channel customer journey mapping techniques and storyboarding
• Excellent communication skills among peers, client stakeholder and other disciplines.
• Ability to simultaneously tackle multiple projects and challenges with enthusiasm.
• Passion to rapidly build expertise on new businesses and industry verticals.
• Excellent public speaking and presentation skills.
• Ability to work in cross-functional teams in high pressure situations.
• Demonstrated knowledge of design-oriented research and customer insights methodologies
• Demonstrated experience communicating broad strategic initiatives to key stakeholders.
• Please note that this role requires regular onsite travel and in‑person collaboration in Bentonville, Arkansas.
• We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office around f

Benefits

Additional Information

Landor is looking for a Strategy Director, Experience to join our Columbus studio. Could this be you? We are Landor. World-leading brand experts, underpinned by the most expansive strategic & creative capabilities in our category. We make brands more valuable and less vulnerable. We build brands differently. We work with our clients to define and solve their business problems through the lens of brand. We strategically join the dots between our design, experience, governance and measurement capabilities, and always connect our brand work to business outcomes. Landor companies also include amp (sonic branding), bdg (workplace & architectural experts), Deep Local (creative technologists) and ManvsMachine (3D motion design). We are part of WPP.

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