CX Strategist

Overview

*THIS ROLE IS HYBRID! MUST BE ABLE TO GO ONSITE 3 DAYS A WEEK IN MORRISTOWN, NJ*

This is an exciting opportunity to shape the future of consumer experience within a leading pharmaceutical company undergoing a significant digital transformation. Aquent Studios is looking for a visionary Consumer Experience (CX) Strategy Lead to define and drive end-to-end strategies for their patients, customers, and staff. In this highly impactful role for one of our top client in the pharmaceutical industry, you will champion the user, ensuring seamless and intuitive experiences across a diverse range of digital products and services.

As the CX Strategy Lead, you will be instrumental in establishing a new CX function within the client company. Your work will involve evangelizing the importance of user-centricity, delivering strategic frameworks, and demonstrating adaptability in a dynamic environment. You will lead the development of innovative digital solutions that enhance accessibility, integration, and reliability within the healthcare ecosystem. Your strategic insights will serve as a guiding light for cross-functional teams, pushing the boundaries of what’s possible in consumer experience.

In this role, you will:

• Develop and deliver comprehensive CX strategies across the organization’s digital product portfolio, establishing clear plans, principles, research-backed insights, and measurement frameworks.
• Collaborate closely with direct and indirect team members to define, document, share, and maintain the overarching user experience strategy, rollout, and operational processes for all digital products and solutions.
• Ensure CX strategy execution aligns with agreed-upon milestones, proactively mitigating risks and optimizing process efficiency.
• Effectively reallocate resources to meet critical priorities under tight deadlines, leading a team of both internal and external CX strategy professionals.
• Mentor, guide, and empower the team to stay abreast of industry trends, fostering continuous learning and professional growth in CX strategy.
• Champion consumer experience excellence at all organizational levels, influencing product and service strategy direction.
• Serve as an influential leader, representing CX Strategy across business and corporate functions, including product and service development.
• Integrate CX Strategy seamlessly within the consumer experience and digital development lifecycle, acting as a strong advocate for CX within Digital, partner organizations, and stakeholder groups.
• Drive significant positive change in how CX collaborates with Global Business Units, R&D, Corporate, and Engineering teams.

Required Skills & Experience:

• Strong analytical capabilities with the ability to synthesize qualitative and quantitative data to identify key challenges and insights.
• Excellent communication and presentation skills to effectively convey recommendations.
• Proven ability in strategic CX planning, including developing plans based on product roadmaps, team maturity assessments, existing knowledge gaps, and business priorities.
• Strong business acumen with a clear understanding of value generation and business modeling.
• Deep understanding of digital product management principles, including agile methodologies and CX integration, to provide expert guidance to Digital product owners.
• Knowledge and practical application of CX measurement frameworks, both qualitative and quantitative, to establish effective efficacy metrics.
• International experience with a strong understanding of cultural sensitivities in a global role.
• High emotional intelligence to effectively manage diverse stakeholders across the organization and build consensus.
• Bachelor’s degree or equivalent work experience in Design, HCI, MBA, or a related field.
• A minimum of 7 years of hands-on experience as a CX/UX strategist within a large global enterprise, agency, consulting firm, or start-up/scale-up, specifically in the context of digital product or software design.
• Solid understanding of how to create, measure, and refine consumer experience strategies based on user research, human factors, customer feedback, and market data.
• A strong and effective user-centric perspective.
• Professional-level English communication skills (both verbal and written) for candidates based outside of the USA.

Preferred Skills:

• Master’s degree in a relevant field.
• Familiarity with the pharmaceutical or health technology industry.
• You are a vibrant and engaging storyteller with strong business communication and presentation abilities for all levels of the company.
• Demonstrated agility, decisiveness, resilience, transparent communication style, and openness with strong attention to detail.
• Comfortable with change and ambiguity, demonstrating natural confidence in a shifting environment.
• Proven ability and interest in helping to lead cultural shifts within an organization, including digital transformation initiatives.
• Intellectual curiosity that inspires others.
• Cultural curiosity and a willingness to work in an international environment.