CX Strategy Director

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    "description": "<p><span style=\"font-family: Arial,sans-serif; font-size: 13.999999999999998pt\">CX Strategy Director</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Seniority: Director Level</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">-----</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">thelab is looking for a strategic leader who can complement creative vision with logic, rigor, and data-driven thinking. As Director of CX Strategy, you'll own the foundation of how we approach customer experience: translating business goals and customer insights into clear direction, managing our product roadmap from a design perspective, and confidently representing our design thinking to clients and stakeholders.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">You'll build the foundation for how we make design decisions—ensuring they're grounded in research, validated by data, and aligned with business outcomes. You'll be the bridge between our creative vision and the rigor required to execute at scale across ecommerce, B2B platforms, and along customer journey touchpoints.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">-----</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Core Responsibilities</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Your role is to be the strategic operations partner—the person who ensures design is grounded in reality (customer needs, business metrics), strategically aligned, and outcomes-focused.</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Strategy &amp; Roadmap — Build design-informed roadmap; ensure design has early input</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Research Integration — Synthesize customer insights into design briefs</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Client Communication — Run discovery session, lead design strategy, present roadmaps with research-backed rationale</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Cross-Functional Leadership — Bridge alignment with design, product, engineering around outcomes</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Domain Expertise — Deep ecommerce knowledge; B2B fluency</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">-----</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Key Areas of Expertise</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Strategy &amp; Roadmap</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Partner with the ECD, product leadership, analytics leadership, and design team to build a design-informed product roadmap that balances creative vision with business goals</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Engage design as an input to early-stage planning</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Document design strategy, rationale, and key decisions for transparency and team alignment</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Research Integration &amp; Insights Translation</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Lead research synthesis workshops to turn raw customer data into actionable design directions</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Translate quantitative data (analytics, conversion metrics) and qualitative insights (user interviews, testing) into CX journey maps and use cases</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Support clients and designers in understanding the connection between research findings and design decisions</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Client Communication &amp; Presentations</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Lead and collaborate with design presentations to clients—articulating why we made decisions, grounded in research and strategy</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Lead discovery calls and strategic workshops to uncover true customer needs</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Translate client feedback into design direction without losing creative intent</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Build client confidence through clear communication and documented rationale</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Establish success metrics with clients upfront; report on design impact post-launch</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Cross-Functional Leadership &amp; Alignment</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Help align design, product, and engineering around shared outcomes and design direction</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Partner with copy and content to ensure messaging supports design decisions</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Facilitate design critique sessions focused on strategy and outcomes (not just aesthetics)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Mentor design team on data-driven thinking, research literacy, and client management</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Domain Expertise</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Develop deep ecommerce expertise (conversion optimization, funnel clarity, personalization, product discovery)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Help build secondary B2B experiences (user adoption, workflow clarity, enterprise workflows)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Stay current on industry trends, competitive landscape, and design patterns</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Advise on best practices and emerging opportunities</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">---</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Required Experience</span><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\"><br><br></span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">8+ years in design, product strategy, or UX leadership roles</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">5+ years of hands-on executional experience with ecommerce and/or B2B digital products</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Proven track record managing stakeholder relationships and presenting to senior leadership</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Strong research literacy — can read analytics, synthesize user research, and translate findings into strategy</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Portfolio or case studies demonstrating strategic thinking (not just beautiful design)</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Excellent communication skills: explain design rationale clearly to non-designers and clients</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Comfortable with ambiguity — can shape direction without requiring perfect specs upfront</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Understanding of design principles and craft — you respect design and understand what excellence looks like, even if you don't execute it</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">---</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Nice-to-Have</span><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\"><br><br></span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Experience with design systems and how to maintain consistency at scale</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">AI/automation fluency — curious about design-to-code tools and research synthesis with AI</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Conversion optimization background</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Data analysis skills — can interpret metrics and identify patterns</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Workshop facilitation experience</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">---</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Team Structure</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">You'll be joining a design department with:</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Executive Creative Director focused on vision, culture, and strategic positioning</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">UX/UI Design Director focused on design systems and visual consistency</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">CX Design Director focused on customer journeys and experience execution</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Copy + Content Director</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Team of multi-disciplinary designers</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Data + Analytics Lead</span></li>\n</ul>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">---</span></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">What We Offer</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Culture</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Creative excellence with space to do your best work</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">True work-life balance</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Collaborative team of UX designers, strategists, and developers</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Benefits</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Salary: $155,000/year </span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Comprehensive health, dental, vision insurance</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">401(k) with company match</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Unlimited PTO </span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Hybrid work Tues-Thurs in Madison Square Office</span></li>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Latest UX tools and technology</span></li>\n</ul>",
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