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Customer Experience CX Strategist

Los Angeles, CA, US • Posted 3 days ago • Updated 3 days ago

Full Time

No Travel Required

On-site

$150,000 - $180,000/yr

Stanley David and Associates

Fitment

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Job Details

Skills

Customer Experience
Strategist
CX strategy
IT Service Management

Summary

Must Have Technical/Functional Skill

The CX Strategist is a natural leader, responsible for defining and driving experience strategy across critical IT and service journeys. This role connects user needs, business priorities, and IT delivery to ensure experience improvements are measurable, governed, and aligned to enterprise outcomes.

This individual will partner closely with Service Delivery, IT, and business stakeholders to embed experience-first thinking into governance, prioritization, and transformation initiatives

• 8+ years in CX strategy, service design, digital transformation, or HCD

• Experience embedding experience governance within IT or enterprise environments

• Strong facilitation, storytelling, and executive communication skills

• Experience mapping experience initiatives to measurable business outcomes

• Proven experience in business analysis, or operating model design.

• Strong analytical and problem-solving skills with attention to detail.

• Excellent written and verbal communication skills.

Proficiency in process mapping tools (e.g., Visio, Lucidchart, Figma) and documentation platforms.

• Familiarity with ITIL / Service Management environments

• Background in XLA, VoC/VoE, or experience measurement frameworks

Roles & Responsibilities

Governance & Standards

• Define and evolve experience principles, frameworks, and standards across initiatives

• Establish experience KPIs aligned to business and operational metrics

• Ensure consistency across user-facing touchpoints and service journeys

Portfolio Alignment

• Identify and prioritize critical user journeys impacting cost, risk, and productivity

• Translate VoC/VoE insights into actionable roadmap recommendations

• Partner with Service Delivery governance forums to embed experience reviews

Experience Strategy & Blueprinting

• Lead persona development, journey mapping, and service blueprinting efforts

• Identify friction, inefficiencies, and opportunity areas across IT services

• Drive experience-led transformation pilots with measurable outcomes

• Change & Engagement

• Facilitate cross-functional workshops and design sprints

• Promote experience-first decision making across IT and business teams

• Communicate wins, impact, and progress to executive stakeholders

• Conduct detailed assessments of existing processes and workflows to understand current practices and identify areas for improvement.

• Gather and analyze data through interviews, workshops, observations, and documentation reviews.

• Prepare reports summarizing findings, including process inefficiencies, bottlenecks, and risks

• Develop clear guidelines, templates, and frameworks to support the implementation of standard operating models.

• Support change management initiatives to ensure effective adoption and integration of new processes and operating models

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91097129
Position Id: 8951052
Posted 3 days ago

Company Info

About Stanley David and Associates

We strive to add value and work as true partner with our clients

Stanley David And Associates is a recruitment specialist in the area of IT and Engineering and we stay firmly in our area of expertise, doing what we love.

We know the players and the companies and invest a lot of time getting to know candidates and clients in equal measure. This ensures a swift, cost effective and perfect placement whether it s permanent or interim.

In addition we have a reputation for having the best understanding of the market landscape, for sourcing great candidates

-We have a Global Footprint with offices in 3 countries USA, UK and India.

-SDNA Global have built up an incredible reputation within the IT strategic hiring.

-We work with Tier1 and Tier 2 IT Outsourcing companies for Leadership hiring needs in UK, Europe, USA and Indian geos.

-Each SDNA member has over 5 years of experience in Talent Acquisition

-We have successfully closed roles in countries UK, USA, Germany, Sweden, Dubai, France, Netherlands, Switzerland, Austria, Hungry, Spain, Italy, Norway, Denmark, Nigeria and South Africa

-Telecom, Media and Hi-tech

-Health care and Life Sciences

-Energy and Utilities

-CPG, Retail and Transport

-Banking and Financial Services

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