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Customer Experience Strategy Jobs (NOW HIRING)

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Experience Strategy Lead

Develop a point of view on modern digital customer experiences across commerce, CRM, and self ... Experience acting as the primary Experience Strategy or CX lead on large-scale digital ...

Sorenson

Customer Experience Strategist

Salt Lake City, UT · On-site

$95K/yr

Customer Experience Strategy & Journey Design * Identify friction and opportunities across customer touchpoints, channels, products, and service models. * Define current- and future-state journeys ...

New

FAVARH

Customer Experience (CX) Strategist

Hartford, CT

$99K/yr

... customer experience strategy for a major line of business. Acting as the primary CX partner to ... Present CX strategy, progress, and resultsto executive leadership, influencing decisions and ...

New

Intuit

Staff Customer Experience Strategist

San Diego, CA · On-site

$104K/yr

Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the ... experience programs * Partner with Customer Success, Product, Risk, and WFS delivery teams to ...

Intuit

Staff Customer Experience Strategist

San Diego, CA · On-site

$104K/yr

Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the ... experience programs * Partner with Customer Success, Product, Risk, and WFS delivery teams to ...

Pwc

User Experience Strategy Director

New York, NY · On-site

$155K - $410K/yr

Industry/Sector Not Applicable Specialism Customer Management Level Director & Summary The Opportunity As a User Experience Strategy Director, you will lead efforts to enhance customer and employee ...

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Customer Experience Strategy information

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$115.5K

$140.2K

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How much do customer experience strategy jobs pay per year?

As of Sep 5, 2026, the average yearly pay for customer experience strategy in the United States is $140,249.00, according to ZipRecruiter salary data. Most workers in this role earn between $127,500.00 and $152,500.00 per year, depending on experience, location, and employer.

What is customer experience strategy?

Customer Experience Strategy is a comprehensive plan that organizations use to enhance every interaction a customer has with their brand. It involves understanding customer needs, mapping their journey, and designing processes to ensure positive experiences at every touchpoint. This strategy often includes adopting new technologies, training staff, and measuring satisfaction to continually improve. The ultimate goal is to increase customer loyalty, satisfaction, and advocacy.

What are the key skills and qualifications needed to thrive in customer experience strategy, and why are they important?

To thrive in Customer Experience Strategy, you need expertise in customer journey mapping, data analysis, and strategic planning, often supported by a background in business, marketing, or a related field. Familiarity with CRM systems, customer feedback platforms, and analytics tools like Salesforce or Qualtrics is typically required. Strong communication, problem-solving, and stakeholder management skills help professionals drive cross-functional initiatives and foster a customer-centric culture. These skills are essential to effectively design and implement strategies that enhance customer satisfaction, loyalty, and business growth.

What are some common challenges faced by professionals in customer experience strategy roles, and how can they be addressed?

Professionals in Customer Experience Strategy often face challenges such as aligning cross-functional teams around customer-centric initiatives and demonstrating the ROI of customer experience improvements. Navigating organizational silos and integrating feedback from multiple channels can also be demanding. Building strong relationships with stakeholders from marketing, sales, product, and support teams, as well as leveraging data-driven insights, are key strategies to overcome these challenges. Consistent communication and clear metrics help ensure alignment and showcase the value of customer experience efforts.

What is the difference between Customer Experience Strategy vs Customer Experience Manager?

AspectCustomer Experience StrategyCustomer Experience Manager
Primary FocusDeveloping overall customer experience plans and long-term strategiesImplementing and managing day-to-day customer experience initiatives
ResponsibilitiesDesigning customer journey frameworks, setting strategic goalsOverseeing customer interactions, managing teams, ensuring service quality
Required SkillsStrategic thinking, data analysis, cross-department collaborationCustomer service skills, team management, communication
Work EnvironmentCorporate planning, cross-functional teamsCustomer service centers, retail stores, client-facing roles

While Customer Experience Strategy focuses on creating comprehensive plans to enhance overall customer satisfaction, the Customer Experience Manager executes these plans through daily operations and team management. Both roles are essential for delivering a seamless customer journey but differ in scope and responsibilities.

Do customer experience strategy jobs require a degree?

Customer experience strategy jobs typically do not require a specific degree, but a background in business, marketing, or related fields can be beneficial. Skills in data analysis, communication, and customer service are often valued, and certifications in customer experience or related areas can enhance prospects.

What does a customer experience strategist do?

A customer experience strategist develops and implements plans to improve how customers interact with a company's products or services. They analyze customer feedback, identify pain points, and collaborate with teams to enhance overall satisfaction and loyalty, often using data analysis and customer journey mapping tools.
More about Customer Experience Strategy jobs

What cities are hiring for Customer Experience Strategy jobs?

Cities with the most Customer Experience Strategy job openings:

What are the most commonly searched types of Customer Experience Strategy jobs?

The most popular types of Customer Experience Strategy jobs are:

What states have the most Customer Experience Strategy jobs?

States with the most job openings for Customer Experience Strategy jobs include:

Customer Experience Strategy jobs near you
Infographic showing various Customer Experience Strategy job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $140,249 per year, or $67.4 per hour.

Financial Services Digital Customer Experience Strategy Leader

Capgemini

Atlanta, GA • On-site

Full-time

Medical, Retirement, PTO

Re-posted 6 days ago

Capgemini North America rating

7.7

Company rating: 7.7 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

98th of 226 rated it services

Job description

Join Capgemini as a Financial Services Digital Customer Experience Strategy Leader, where you will spearhead the transformation of the customer experience for leading financial institutions. You will be responsible for devising and executing innovative digital strategies that enhance customer engagement and satisfaction across multiple channels. Collaborating with cross-functional teams, you will leverage cutting-edge technologies and industry insights to deliver seamless, personalized customer journeys that drive business growth and loyalty.

This role leads North America Financial Services' Digital Customer Experience (DCX) technology strategy and major transformation deals. The leader owns large pursuit strategy end-to-end-shaping solutions, developing value narratives, estimating, differentiating competitively, and guiding cross-functional teams-while engaging C-suite stakeholders to deliver outcomes in growth, experience, and efficiency. Responsibilities include defining CX vision and maturity, designing journey transformations and operating models, and translating pain points into multi-year roadmaps. The role also sets enterprise CX technology strategy across CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations, ensuring scalable architectures and ROI. Finally, it drives thought leadership and partner ecosystem initiatives with key platforms and fintech/AI partners.

Key Responsibilities:

1. Lead All Large Digital Customer Experience Deals

  • Serve as the executive deal lead for all large and strategic CX transformation pursuits across North America.
  • Own deal strategy, encompassing shaping, solutioning, storytelling, value articulation, estimation, and competitive differentiation.
  • Lead cross-functional pursuit teams (strategy, architecture, delivery, pricing, industry, partner ecosystem) to craft compelling proposals.
  • Engage directly with C-suite stakeholders to define outcomes tied to revenue growth, customer experience improvement, and operational efficiency.
  • Act as the primary executive representative and brand ambassador for all major DCX transformations.

2. Customer Experience Strategy and Consulting

  • Lead CX visioning, maturity assessments, journey transformation strategies, and future state operating model design.
  • Advise financial services leaders on unifying sales, service, marketing, and operations with modern digital, cloud, data, and AI platforms.
  • Translate customer pain points into multi-year, multi-platform transformation roadmaps.

3. Enterprise CX Technology Strategy

  • Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer-centric goals.
  • Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations.
  • Work closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements.
  • Guide clients on platform selection, modernization, integration, and maximizing ROI.

4. Customer-centric program planning

  • Focus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience.
  • Build program plans, value frameworks, governance structures, and executive reporting models for large-scale CX transformations.

5. Market and Thought Leadership

  • Create compelling thought leadership on the future of CX, AI-driven servicing, personalized banking, and connected customer journeys.
  • Present at industry forums and executive briefings, shaping brand perception in the market.
  • Develop frameworks, accelerators, and methodologies that differentiate our CX practice.

6. Partner Ecosystem Leadership

  • Leverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners.
  • Shape co-innovation initiatives and joint go-to-market (GTM) strategies.
  • Stay ahead of platform roadmaps, competitive dynamics, and new capabilities.

Requirements

Required Qualifications:

Education

  • Bachelor's degree (required): Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field.
  • Master's degree (strongly preferred): MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar.
  • Executive education (nice to have): Customer Experience leadership, digital transformation, or financial services leadership programs.
  • Strong plus though not required: platform certifications aligned to the ecosystems referenced in the role, e.g., Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega (architecture/solution consultant tracks).

Experience

  • 20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations.
  • Proven track record leading large, multi-million-dollar technology-enabled CX deals from qualification through close.
  • Deep familiarity with enterprise CX stacks including Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega.
  • Extensive financial services industry expertise (banking, wealth management, insurance, payments, cards, capital markets).

Strategic Leadership Skills

  • Executive-level presence and consultative influence.
  • Ability to build and defend multi-year CX transformation strategies and business cases.
  • Skill in leading cross-functional teams across strategy, technology, delivery, and partner organizations.

Technical and Domain Skills

  • Strong understanding of:
    • CRM and sales transformation
    • Contact center modernization
    • Marketing automation
    • Customer data platforms (CDPs), analytics, and AI
    • Workflow automation and customer operations
    • Knowledge of regulatory and customer lifecycle complexities specific to financial services.

Preferred Qualifications:

  • Experience in top-tier consulting or system integration firms.
  • Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience.

Benefits

This position comes with competitive compensation and benefits package:

  1. Competitive salary and performance-based bonuses
  2. Comprehensive benefits package
  3. Home Office model
  4. Career development and training opportunities
  5. Flexible work arrangements (remote and/or office-based)
  6. Dynamic and inclusive work culture within a globally known group
  7. Private Health Insurance
  8. Retirement Benefits
  9. Paid Time Off
  10. Training & Development
  11. *Note: Benefits differ based on employee level

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group 22.5 billion in revenues in 2024.

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