Experience Strategy Lead

About the role

At MSQ DX, we help complex organizations create smarter digital products and experiences that deliver meaningful customer and business impact. Our teams bring together strategy, technology, design, data, and AI-enabled approaches to solve complex digital challenges. At the center of that work is our Experience Strategy team - establishing the foundation for subsequent experience design and implementation phases by uncovering customer needs, challenging assumptions, and identifying the opportunities that will have the greatest impact.

As Experience Strategy Lead, you'll turn those insights into direction. This is a highly client-facing role - leading discovery, defining and facilitating stakeholder workshops, shaping experience strategies and roadmaps, and building alignment around key priorities and decisions. You'll work closely with Business Analysts and cross-functional teams to connect customer needs, business priorities, data, content, and technology into a clear, actionable experience direction.

You'll also help lead and mentor Experience Strategists while strengthening the approaches, frameworks, and quality of work across the practice.

A portfolio of work is required to be considered for this position.

What You'll Do

• Lead experience strategy across complex digital products, platforms, websites, and customer ecosystems
• Plan and facilitate client workshops, discovery sessions, stakeholder interviews, and strategic readouts
• Define customer journeys, experience principles, user and task flows, information architecture, intent models, and other strategic experience frameworks
• Synthesize research, analytics, customer insight, and business priorities into clear strategic direction and recommendations
• Identify and prioritize experience opportunities, capabilities, and features, translating strategy into actionable roadmaps
• Partner closely with Business Analysts to connect business and technical requirements with customer needs and experience priorities
• Collaborate with Content Strategy and Data & Insights to connect experience direction with content needs, research, measurement, and optimization
• Provide strategic direction as work moves into Experience Design, ensuring solutions remain grounded in the strategy and intended outcomes
• Guide and develop Experience Strategists while helping evolve the frameworks, methodologies, and quality of work across the practice

Your Experience & Skills

• 8+ years of experience in experience strategy, UX strategy, digital strategy, product strategy, service design, UX, or a related discipline
• Experience leading strategy for complex digital experiences, products, platforms, or ecosystems
• Strong background in customer journeys, user and task flows, information architecture, research synthesis, and strategic roadmapping
• Ability to translate customer, business, and data insights into clear priorities and actionable recommendations
• Strong workshop facilitation, client presentation, and executive communication skills
• Experience partnering with Business Analysts and collaborating across design, content, technology, data, and product teams
• Experience guiding or mentoring strategists and elevating the quality of strategic work
• Content strategy experience is a plus
• Agency or consulting experience strongly preferred

Who You Are

• A Systems Thinker: You see how customer needs, business priorities, content, data, and technology intersect - and can turn that complexity into a clear experience direction
• Comfortable with Ambiguity: You bring structure and direction to complex problems without a predefined answer
• A Strong Facilitator & Storyteller: You know how to lead a room, create alignment, and make complex thinking clear and compelling
• A Collaborative Leader: You elevate the thinking, work, and people around you while bringing different disciplines together around a shared direction