CX Strategy Director

Director, Customer Experience Strategy


Landor & Fitch is hiring the next CX Strategy Director to join the New York studio. Could this be you?


About Us

Landor & Fitch build some of the world's most agile brands – brands that thrive on change. Landor & Fitch's branding services include strategy and positioning, identity and design, brand architecture, prototyping, innovation, naming and verbal identity, insights and analytics, environments and experiences, engagement and activation, and interactive and media design.


We are proud to be the global partner for Coca Cola, a client with whom we share both values and ambition.


In what has been called the “the biggest advertising pitch in history”, WPP was chosen to connect our talent and skills in a truly borderless way to create an open platform that will multiply the power of creativity for one of the world’s largest and beloved brands.


There’s no magic like the one that comes from outstanding talent collaborating across time zones, regions and markets. It is what we call the “collective ta-da”. That is why being part of OpenX is simply a once-in-a-lifetime opportunity to join a game changer partnership built with one goal in mind: creating the boldest, most innovative ideas in the history of marketing.

Let us tell you more


This role is for a world-class CX thinker / doer to work with some of the very best in the industry to focus and guide brand-building projects across the entire customer journey from initial brand identity development throughout the entire brand ecosystem.


We’re looking for someone who is profoundly human-centric; a leader who inspires and a team player who knows the work only happens when people work together. This role will be embedded throughout the Landor & Fitch process and report to the Executive Director, Brand Experience Strategy.


If you’re someone who is enthusiastic about deeply understanding and explaining customer, brand, product, category and culture we should meet. You will need to show us how and where you’ve applied your insights and strategic vision and why it drove business success.


You Will

You will focus on building deeper strategic client partnerships and growing potential partnerships through creative solutions.


You'll be bringing CX strategy to the table, developing custom ideations for our biggest clients, and connecting insights to brand experiences, product & service innovations, and activation / company culture strategy.


We are looking for a team leader who is capable of empowering cross-functional teams to develop inspiring and scalable innovations and experience strategies for clients. The role will rely heavily on principles of design thinking to drive innovation in omni-channel brands, and other related commercial fields. The ideal background for this candidate will be a proven working history & deep knowledge in customer-journey-based innovation and experience design, with a strong business and operational backbone in how both B2B and B2C brands work, and psychological insight into how humans behave across digital and physical brand ecosystems. This role will involve managing design-thinking driven deliverables and workshops with diverse teams of client stakeholders (including C-suite) and internal and external contributors to co-create strategies that increase customer engagement and improve customer experience – and in the end, the client’s bottom line.


The successful applicant will also be responsible for leading a team to build, lead and analyze workshop outcomes, develop customer experience storyboards, map operational workstreams, build digital experience concepts, model service design programs and identify business requirements to bring them to scale. The candidate will manage the development of these deliverables in parallel with other disciplines.


  • Define the opportunities, insights, and frameworks for the Design Team to act on that result in increased awareness, revenue growth, client identified KPI improvement, and engagement for the brand.
  • Beginning to end partnership with the Design Team as we develop and elevate brands throughout all touch-points, including Physical, Human, and Digital experiences.
  • Define the strategic vision and contribute to overall brand growth.
  • Crafts compelling storylines and informed brand experience strategies grounded in consumer insight and data.
  • Works with (and coordinates work with) internal or external partners in customer insights, digital design, service design, prototyping and other key fields as needed
  • Develops and facilitates workshop approaches, agendas, exercises to motivate groups of stakeholders to co-create common vision around future-state retail customer experience
  • Analyzes and articulates the Customer Experience work in a visual and written form – developing clear business vertical or workstream requirements for digital, service, interior, communications, marketing etc.
  • Encourages and supports team development and practice growth – pushing boundaries into new services lines and value for clients we partner with
  • Leads research into best-in-class customer experience programs, customer insights, retail trends and technology.


So, what are we looking for?

  • 8+ years experience driving brand experience, retail strategy, design thinking or innovation consulting, go-to-market campaigns in a digital/interactive/mobile/web environment.
  • 4+ years experience Track record of building cases for, managing and communicating strategic initiatives to both key stakeholders and diverse internal creative teams.
  • Demonstrated ability to problem solve using Customer Experience design-thinking methodology - integrating service, operations, digital and experiential design with help from brand, marketing, and other tools
  • Knowledge of cross-channel customer journey mapping techniques and storyboarding
  • Excellent communication skills among peers, client stakeholder and other disciplines.
  • Ability to simultaneously tackle multiple projects and challenges with enthusiasm.
  • Passion to rapidly build expertise on new businesses and industry verticals.
  • Excellent public speaking and presentation skills.
  • Ability to work in cross-functional teams in high pressure situations.
  • Demonstrated knowledge of design-oriented research and customer insights methodologies
  • Demonstrated experience communicating broad strategic initiatives to key stakeholders.
  • MBA preferred, but not required.


Our Commitment to Diversity & Inclusion

We believe diversity brings creativity, which is at the heart of everything we do. We are actively engaging in creating an environment free of discrimination, where our people and their uniqueness can shine and be celebrated. We're working to set new standards for the industry band we are always striving to create a culture that celebrates equity and belonging.

Landor & Fitch is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity or expression, sexual orientation, marital status, or any other legally-recognized protected basis under federal, state, or local law.

Employment acknowledgement*