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Director, Experience Strategy (Telecom/B2B)

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Bounteous is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing.

Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000+ expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success.

We are seeking an exceptional Experience Strategist to lead a high-impact initiative for one of our top clients. In this role, you will be responsible for gathering and translating research, insights, and customer behavior data into actionable strategies that drive exceptional customer experiences.

You will influence and guide a matrixed multi-disciplinary team across research, data analytics, marketing strategy, and design to unlock growth opportunities and continuously optimize the end-to-end customer journey.

This is a pivotal role requiring a balance of strategic vision, hands-on leadership, and operational excellence. You will help define and prioritize initiatives, develop customer-centric strategies, and ensure seamless execution of insight generation, journey optimization, and experience design initiatives.

Information Security Responsibilities

Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Role and Responsibilities

Strategic Leadership & Vision
Define and evolve experience strategies aligned to client priorities, growth goals, and market dynamics.
Identify customer experience gaps and lead the creation of actionable strategies to address them.
Inspire and align cross-functional teams around a shared innovation agenda.
Champion a test-and-learn culture grounded in customer insights and data-driven decision making.

Insight Generation & Research Leadership
Direct the development of case studies, insight shares, and rapid research sprints to inform strategic decisions.
Oversee the delivery of market intelligence, competitive analysis, and trend briefings.
Synthesize external signals (industry trends, emerging technologies, competitor moves) and internal customer data to identify opportunities.

Experience Optimization & Journey Enhancement
Lead the creation and testing of customer experience hypotheses using data, voice of customer (VOC), and behavioral analysis.
Guide the execution of customer journey audits and opportunity mapping, prioritizing A/B tests and optimization roadmaps.
Facilitate strategic planning sessions that integrate insights to shape roadmap recommendations and resource prioritization.

Cross-Functional Team Interactions
Coordinate and influence a team of specialists across:
Data & Analytics: Insight generation and performance measurement
Performance Marketing: Opportunity surfacing at the intersection of media and experience
UI/UX Design: User-centered design to bring ideas to life
Collaborate closely with client stakeholders and internal leaders to ensure alignment, clarity, and impact.

Skills and Capabilities

Strategic Acumen: Ability to think critically and holistically about customer experience, market dynamics, and business goals.
Analytical Expertise: Strong command of data interpretation, performance analysis, and translating insights into action.
CX Methodologies: Journey mapping, VOC analysis, persona development, and opportunity mapping.
Hypothesis-Driven Testing: Familiarity with rapid-cycle testing frameworks, A/B testing, and iterative optimization.
Executive Communication: Ability to distill complex ideas into clear narratives and influence senior stakeholders.
Leadership & Collaboration: Proven success in leading cross-functional teams and driving alignment.
Trend Spotting & Innovation: Proactive approach to monitoring industry trends, customer behavior shifts, and emerging technologies.

Tools and Platforms

Data & Analytics: Adobe Analytics, Tableau, Power BI, SQL, Excel
Research & VOC: Qualtrics, Medallia, SurveyMonkey, social listening tools
CX & Journey Mapping: Miro, Lucidchart, Adobe XD
Testing & Optimization: Adobe Target, Evolv
Project Management: Jira
Design & Prototyping: Figma, Sketch
Presentation & Storytelling: PowerPoint, Google Slides (visual storytelling)

Preferred Qualifications

8+ years of experience in customer experience strategy, digital transformation, management consulting, or related field.
Proven success in translating insights into experience design and optimization.
Experience leading multi-disciplinary teams in fast-paced environments.
Expertise in customer analytics, performance marketing, and/or digital experience optimization.
Strong interpersonal skills and executive presence.
Telecom and/or B2B industry experience a plus.

$150,000 - $160,000 a year

Individual pay is determined by many factors, including experience, relevant education or training, and organizational needs. The mid-range to maximum of the salary range is generally reserved for individuals who are highly experienced in the role.

We invite you to stay connected with us by subscribing to our monthly job openings alert here.

Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community.

Bounteous is willing to sponsor eligible candidates for employment visas.

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CEO of Bounteous

Keith Schwartz

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Average salary estimate

$155000 / YEARLY (est.)

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$150000K

$160000K

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What You Should Know About Director, Experience Strategy (Telecom/B2B), Bounteous

As the Director of Experience Strategy at Bounteous, located in New Jersey, you'll take the reins on a high-impact initiative that shapes the way our clients engage with their customers. Your primary mission will be to gather insights, research, and customer behavior data to craft actionable strategies that elevate the entire customer experience. You'll represent the voice of the customer while leading a diverse, multi-disciplinary team spanning research, analytics, marketing, and design. This role is all about fostering innovation, so you'll champion a culture that encourages testing and learning based on genuine customer insights. Collaborating closely with clients and internal leaders, you'll define and prioritize strategies that drive engagement and growth. With your expertise, you'll ensure that all initiatives are optimized for peak performance through insightful research, A/B testing, and a relentless focus on customer-centric design. We're looking for someone with strategic vision, leadership skills, and a knack for turning complex data into clear narratives. If you possess as much passion for experience optimization as you do for tech trends and customer behavior, we want to hear from you. This is a fantastic opportunity to play a critical role in a top-tier digital transformation consultancy that’s changing the way brands connect with their customers.

Frequently Asked Questions (FAQs) for Director, Experience Strategy (Telecom/B2B) Role at Bounteous

What are the responsibilities of the Director, Experience Strategy at Bounteous?

The Director of Experience Strategy at Bounteous plays a key role in gathering and interpreting research and data to devise actionable strategies for enhancing customer experiences. Responsibilities include leading a multi-disciplinary team, defining customer-centric strategies, executing insights generation, and optimizing customer journeys.