Sr. Lead, Digital Experience

This team sits at the intersection of customer strategy and digital experience design. We are a small group of strategists and digital experience designers who work directly with global clients on research, strategy, and design that shapes how millions of customers experience a brand. Everyone here has a point of view, a high standard for the quality of their output, and a genuine curiosity about what makes people tick and what makes them stay loyal to a brand.

If you want a role where you can move from a UX research debrief to a loyalty experience design session to an executive presentation, all in the same week, this is that role!

Internal title
:
Sr. Lead, Strategic Advisory

• Bachelor’s Degree or College Diploma in Interaction Design, User Experience Design, Graphic Design, Human-Computer Interaction, Psychology, or a related field
• 7-9 years of experience in a professional services, consulting, product, or agency environment, or an equivalent combination of experience and demonstrated design leadership.
• Minimum 5 years leading design projects or teams in a client-facing capacity.
• Proven ability to create wireframes, flows, prototypes, and interaction models using Figma, Sketch, or Adobe XD, working across the full fidelity spectrum from conceptual sketches to handoff-ready artifacts.
• Experience designing and conducting UX research (moderated interviews, usability testing, heuristic reviews) and translating findings into strategic design recommendations.
• Deep familiarity with end-to-end journey mapping, service design, and the ability to connect interaction-level design decisions to broader CX strategy and loyalty mechanics.
• Experience developing service blueprints, ecosystem maps, and multi-channel experience strategies that articulate both user needs and business value.
• Familiarity with loyalty, personalization, and behavioral science concepts is a strong asset, particularly in connecting design decisions to measurable customer behavior.
• Ability to write and present with clarity and conviction, making complex design rationale and strategic recommendations immediately legible to a senior audience.
• A collaborative working style and confidence in client-facing environments, including the ability to challenge a brief, push back on assumptions, and advocate for the user’s perspective in the room.
• Experience guiding or mentoring junior team members, with a genuine interest in building people up as part of your day-to-day work.
• A portfolio demonstrating end-to-end thinking from research through design, with clear articulation of decisions made, problems solved, and impact delivered.

The people who do their best work with us tend to share a few things in common.

• Rigor without rigidity. You take evidence seriously. You know the difference between a hunch and a finding, and you design work that produces real insight rather than confirmation. At the same time, you hold your conclusions loosely. When new information arrives, you update your thinking based on where the data leads.
• Clarity over cleverness. You write and speak to create shared understanding, not to signal sophistication. If you find yourself reaching for jargon, you treat it as a sign that you have not thought something through clearly enough yet.
• Ownership that extends past your deliverable. You care whether the thing actually worked, not just whether you completed your part. When a project hits an obstacle outside your defined scope, you stay with the problem until it is solved.
• First-principles thinking. You can reason through situations you have not encountered before without needing a template or a precedent. Novel problems feel like interesting puzzles rather than paralyzing uncertainty.
• The courage to push back. You will disagree with colleagues and clients when you believe they are headed in the wrong direction. You surface uncomfortable truths rather than letting them fester, and you advocate for what you think is right even when agreement would be easier.

As the Sr. Lead, Digital Experience, you will:

• Lead the end-to-end delivery of digital experience engagements, from UX research and insight…