At MRM, we believe that every relationship counts. Part of Omnicom, MRM is a relationship marketing agency that builds enduring brand relationships by designing and delivering transformative experiences, with a sharp focus on Experience, Commerce, and CRM.
We combine strategic thinking with deep expertise in data and technology to deliver meaningful, human centered experiences that drive loyalty, growth, and competitive advantage.
About the Strategy & Consulting teamYou will join the Strategy & Consulting team, a multidisciplinary group working across the whole consumer relationship through three connected lenses:
- Enablement – platforms, capabilities, operating models
- Experience – end-to-end services, propositions, and outcomes
This role sits within the Experience capability, but we expect T-shaped Senior Managers with strong core consulting and strategy skills that support their specialisms.
We are seeking a Senior Manager – Experience Strategy & Strategic Design to play a lead role complex, start-to-finish engagements that shape how organisations design and deliver experiences.
You will write evidence-based experience strategy and work closely with UX, UI, and solution designers to direct, collaborate on, and elevate solutions.
The role requires a strong track record of end-to-end engagements and ensuring strategy translates into measurable outcomes.
Your background may be in design, consulting, or strategy. What matters is a track record of influential roles and a proven ability to influence effective solution designs.
What you will do Lead experience strategy- Define experience visions, principles, target states, and prioritized roadmaps, ensuring clear alignment to business objectives.
- Work hand in hand with UX, UI, service, and solution designers, providing strategic intent, guardrails, and prioritisation while bringing the design literacy needed to elevate thinking.
- Oversee research, analytics, and feedback programs; define experience KPIs and governance frameworks; and articulate measurable improvements in experience quality, and performance.
- Frame problems and opportunity areas before solutions or technology choices, balancing customer, commercial, and organizational perspectives to deliver experience-led value.
Be an influential voice in multidisciplinary teams, mentor designers and consultants, advise senior stakeholders, and contribute to pitches, proposals, and long-term client growth.
What we are looking for Proven track record- 10+ years’ experience leading experience, CX, service design, or strategic design work, with clear evidence of delivering start-to-finish, omnichannel initiatives and translating insight into execution.
- Strong problem framing, synthesis, and prioritization skills, with a solid understanding of experience measurement, analytics, and KPIs.
- Deep familiarity with UX methodologies and interaction design principles, able to direct and support design teams without owning detailed execution.
- Confident facilitator and senior stakeholder communicator, experienced in mentoring multidisciplinary teams and operating in complex, ambiguous environments.
- Experience from design, consulting, strategy, or a hybrid path. Local market experience is valued, not essential.
- Experience strategies that clearly guide design and delivery
- Governance and measurement that demonstrate real impact
- Design teams that feel directed, supported, and elevated
- Clients who trust experience strategy as a driver of business value
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