Senior CX Strategist

Job Description

Our brand is our people living our values. Our values are our yardstick. Of who we are and how we show up. For each other. For our clients. For the work. As one, uncommonly, helping each other out, walking in other worlds and running towards a problem. No matter which city we're based in, we're all in. The Opportunity The Senior CX Strategist will drive brilliant customer-focused strategies across a range of clients and categories. Reporting to the CX Lead, you will combine strategic thinking, creativity, and data insights to craft and execute multi-channel customer engagement strategies that deliver tangible results. This pivotal role requires a strong mix of CX expertise, relationship-building, and an ability to inspire innovative solutions that balance customer needs with business outcomes. The Senior CX Strategist will collaborate across integrated teams within the Group, bridging consulting, creative, design, social, and data capabilities to develop impactful strategies that connect with customers in meaningful ways. A Snapshot Of What You'll Do Develop and deliver customer experience strategies across key accounts, encompassing journey mapping, acquisition, retention, and loyalty programs. Work across touch-points including CRM, social, digital, OOH, and content, ensuring seamless and impactful experiences. Leverage data science and marketing technology to inform customer engagement strategies and deliver measurable outcomes. Design, lead, and report on planning and strategy workshops, ensuring actionable outcomes for clients. Stay informed about shifts in human behaviour, culture, and technology, and embed new tools and methods to enhance CX delivery. Partner with account management, creative, production, and client teams to foster a collaborative and innovative culture. Share your strategic insights and learnings informally to enhance the knowledge and skills of junior team members. Work across the Group’s integrated communications and consulting pillars to unlock new opportunities and deliver holistic CX solutions. Identify and contribute to opportunities for organic growth within existing client accounts. Plus much more! Your Ideal Experience Around 5 years of experience in CX strategy roles, ideally within integrated or specialist agencies. Strong expertise in CRM, CX, and multi-channel advertising, including digital, social, and content. Demonstrable experience developing and executing customer engagement programs with measurable outcomes. Proven ability to present and defend strategic recommendations to clients. Experience working on retail, financial services, or similar categories is a plus but not essential. M&C Saatchi Group Ambition As part of the M&C Saatchi Group we come together to realise BIG AMBITIONS. And ours is to be the most connected creative company by organising original thinkers in uncommon ways. We’re committed to building a diverse workplace and strongly encourage applications from First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and LGBTQIA+ people. Our flexible work approach, employee-led diversity networks and inclusive career development approach all support and promote one of our core values ‘Walk in Different Worlds’ which helps describe our overall DE&I mission. If you require any adjustments throughout the recruitment process, please let our team know. We celebrate people who embrace our values and BIG AMBITIONS. What WE Value Most Walk in different worlds Make Uncommon Sense Run Towards the Fire (except if there is an actual fire when we run away from it) Roll as one Be excellent to each other Best Bits About Working With Us Our big benefits fuel our big ambitions. There’s our Flexible Flexibility approach supporting your individual flex needs, you can choose to Work From Anywhere in the world and feel supported in planning a family with Family First paid leave policies. Plus, you’ll enjoy a program of inclusive initiatives with our people led networks supporting what we care about with our groups; Queer & Proud, Climate Action, Parents Pod, Wellbeing, FemM&C & Bipoc. WHAT ARE YOUR BIG AMBITIONS? We’d love to hear what your ambitions are and how we can help you realise them with us! #LI-Hybrid #J-18808-Ljbffr