Job Description

At AKQA (part of WPP), our Experience Design team shapes how brands connect with customers through thoughtful, human-centred experiences. As digital ecosystems evolve and AI-enabled tools become more embedded in delivery, CX Strategy plays an increasingly important role in connecting research, service design, data, and cross-disciplinary collaboration to create seamless customer journeys.

As a Experience Strategist, you’ll support the development of CX strategy across key client accounts, helping to turn customer insights into clear, actionable experience improvements. You’ll contribute to CX roadmaps, assist in service blueprinting, and help translate research into strategic outputs that improve both customer and business outcomes.

At AKQA, you’ll work in an innovative and inclusive culture, surrounded by some of the brightest minds in their fields. You’ll have opportunities to learn and grow within a creative and technically advanced team, with ongoing personal and professional development. Our hybrid studio model supports collaboration, flexibility, and craft.

ROLE REQUIREMENTS

• Support the development of CX strategy across client accounts, ensuring alignment to customer and business needs.
• Assist in building CX concepts, journey maps, and future-state experience ideas.
• Conduct and synthesise qualitative and quantitative research, including surveys, stakeholder interviews, workshops, and contextual inquiry.
• Support competitor and market analysis to inform strategic thinking.
• Contribute to the development of personas, customer journeys, and service blueprints.
• Help translate insights into clear CX opportunities, principles, and recommendations.
• Support multi-channel CX strategy development and contribute to design system thinking.
• Work collaboratively across disciplines to identify opportunities to improve quality and efficiency.
• Create high-quality presentations, decks, and supporting strategic documentation.
• Champion customer-centric thinking across projects and client workstreams.
• Help develop case studies showcasing CX outputs and learnings.

QUALITIES & CHARACTERISTICS

• Some experience in CX strategy, service design, or experience design roles.
• Familiarity with human-centred design methodologies and research approaches.
• Ability to support and conduct qualitative and quantitative research activities.
• Experience assisting in workshops, interviews, and co-creation sessions.
• Strong analytical skills with growing ability to translate data into insights.
• Exposure to personas, journey mapping, or service blueprinting.
• Interest in multi-disciplinary design environments and design systems.
• Collaborative, proactive, and eager to learn in fast-paced client environments.