Experience Strategy Principal

Job Summary

A company is looking for an Experience Strategy Principal to architect the future state of customer experience and define service delivery at scale.

Key Responsibilities

• Lead operational analyses and synthesize insights into recommendations for cost savings and strategic investments
• Translate complex analytical findings into actionable recommendations for senior leadership decisions
• Create data-backed business cases for enterprise-wide initiatives and mentor junior team members

Required Qualifications

• Deep expertise in architecting enterprise-level customer experience strategy and operating frameworks
• Strong financial acumen with experience in building business cases and financial modeling
• Proven track record in CX strategy, service model design, or enterprise-wide transformation initiatives with 10+ years of relevant experience
• Advanced structured problem-solving skills with the ability to analyze large datasets
• Bachelor's degree in Business, Finance, STEM, Humanities, or a related field; advanced degree or relevant certifications are a plus