Lead Experience Strategist

1 month ago

Melbourne, Australia RGA Careers Page Full time

**Lead Experience Strategist**:
As a Lead Experience Strategist at R/GA, you are a problem-solver, a relentless advocate for the customer, and an architect of seamless experiences.

At R/GA, we design business and brands for a more human future.

We believe our best work comes from audacious combinations of people and skills to create something new. We are a network of talent, operating as a team of 1,600 multidisciplinary, collaborative people with the power of big and the speed of small.

**On any given day you might**:

- Conduct in-depth interviews with target customers for a new proposition
- Facilitate a workshop with clients to create a vision for the future of their business
- Synthesise insights from myriad sources to identify the most valuable opportunities
- Meet with the R/GA account leadership team to plan a new project
- Conduct competitor and trend analysis for a new client
- Run a survey to size the market opportunity for a new initiative
- Create a prioritised roadmap of initiatives to achieve a desired future state for a new app
- Work with experience designers and visual designers to ideate and bring new experiences to life
- Design and input into mindset creation, customer journey development and service blueprinting for a digital product
- Advise project teams on CX measurement best practices

**You'd be the right fit if you**:

- Have experience consulting with clients or internal stakeholders to unpack and solve their problems
- Love bringing together diverse teams to collaborate on an exciting challenge
- Are adaptable and flexible, able to switch between different projects in a fast-paced environment
- Have a growth mindset and an insatiable appetite for learning
- Appreciate the value of data and creative thinking to inform and accelerate bringing a vision to life
- Have experience working with complex businesses and multi-channel ecosystems to create seamless experiences across channels
- Have an eagerness to generate insights and ideas, but equally excited to roll up your sleeves to get the work done, alone or with others
- Work with autonomy and a high degree of personal responsibility
- Have exceptional presentation and storytelling skills

**You bring**:

- 7+ years of experience in Service Design, Customer Experience Strategy or relevant school experience
- Proficiency in an array of research methodologies, qualitative and quantitative
- A point of view on specific areas of interest within customer experience, industry trends or sectors and confidence in promoting them both internally and externally from the agency channels

**Our Values**:
**Our purpose is to create a more human future. We lead by our six values**:

- We're **kind humans**. We're not "resources", we're real people. We treat everyone with integrity and respect, and leave our egos in the elevator.
- We're **outsiders**. We go where others won't to uncover hidden opportunity. We challenge tradition and ignore the status quo. We don't care what everyone else is doing, only what we're doing next.
- We're** better together**. None of us are as good as all of us. Brilliant ideas can come from anywhere, but more often than not ours come from everyone. We thrive on our differences and actively collaborate across regions, time zones, and cultures.
- We're **changemakers**. We choose to embrace change. We don't just react to today; we act on tomorrow. We want to change the world (and we're not afraid of changing ourselves in the process).
- We're **radical optimists**. We're in love with the possibility, but never blind to the reality. We can tease out the potential in any problem, and once we find the silver lining, we'll get to work mining it.
- We're** always learning**. We stay relentlessly curious, forever looking for new ways of doing things. We know there's no such thing as perfection, and that's fine, because the journey is just as important as the destination.

**Diversity**

No-matter who you are, where you're from, who you love, follow in faith, disability (or superpower) status, ethnicity or the gender you identify with (please do tell us your pronouns), you're welcome at R/GA. If you have any requests or requirements to support you throughout any interview process, please do let us know.

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