Director, CX Strategist

Updated: April 16, 2024
Location: New York City, NY, United States
Job ID: 3854

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The Director, Customer Experience Strategy, is an integrator and architect to craft a tailored experience in partnership with subject matter experts that:

  • Crafts sticky experiences that (re)positions the brand value to the moment of need with a relentless goal of reducing motivational friction
  • Ensures mindset and channel-appropriate content delivery designed to (re)motivate brand engagement and product use
  • Serves as strategic connective tissue with other CX, Content, Brand, and Medical Strategists to create a cohesive brand experience design


The position is responsible for client-specific ownership of the developing and executing customer experience strategies, and an emphasis on search efforts. The role is a core part of an integrated strategy team that includes Medical, Brand, Content, and CX strategy with the support of Behavioral Scientists.

In this role, you will own ongoing insights and critical recommendations to evolve the businesses we support.

  • Leads day-to-day experience design project execution across various accounts independently, leveraging behavioral science and data-centric SYNH resources that support faster identification of experience-based strategies to support breakthrough creative ideas with agility
  • Leads the development and facilitation of customer journey workshops, internal working sessions (e.g., GSW-X and brand or tactical planning), and CX experience design working sessions
  • Develop digital/CX strategies, including the creation of client-facing presentations with detailed solutions and relevant recommendations in conjunction with internal stakeholders to drive value for clients
  • Drives the development of our strategic work, including customer journey mapping, persona development, CX experience design, omnichannel readiness assessment activities for new business pitches
  • Team player who can build and maintain relationships in a multi-discipline, high-performance environment
  • Be the CX champion within the Ad group, promoting and driving knowledge of our customer-centric approach, detailing the work necessary to deliver measurable business impact and improved customer experiences
  • Responsible for proactively sharing relevant best practices and identifying relevant solutions to grow the business within their in-line agency teams


  • 8+ years relevant experience of online advertising experience is required; experience working with omnichannel/data-driven marketing programs
  • Bachelors degree or equivalent experience preferred
  • Practical experience working on campaigns that leverage marketing automation, resulting in strategic familiarity with MarTech stacks (i.e., Marketo, AEM, SalesForce, Veeva, etc.)
  • Strong CRM experience leveraging customer insights and data to develop multi-channel CRM strategies, including business logic and content strategy development.
  • Comfortable use of marketing analytics programs (Google Analytics, Omniture, CoreMetrics, SEMRush, SimilarWeb, etc.)
  • Understand SEO/PPC and paid search best practices and how search engines index and evaluate website content
  • General understanding of channel planning, multi-channel marketing, digital ecosystem or digital strategy as it relates to customer experience.
  • Possess the proven ability to understand customer needs, generate creative solutions, and build on-going relationships
  • Strong interpersonal and verbal communication skills and the ability to articulate clearly and effectively over the phone, through email, and in writing.
  • Excellent organizational skills and the ability to juggle multiple responsibilities
  • Ability to think critically about complex relationships and strategies and identify trends and opportunities
  • A driving curiosity and ability to thrive in scenarios where our job is to translate ambiguity into specificity and action

The annual base salary for this position ranges from $130,000 to $150,000. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidates qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.

At GSW, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesnt align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

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Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.

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