Director, CX Strategy

As Director, CX Strategy, you will lead and grow One North’s CX strategy capability within our CX/UX Strategy team and across our multidisciplinary delivery organization. You will guide high-impact customer and employee experience engagements for complex clients while helping define how the practice scales, evolves, and creates value.

 

About You

You are a senior CX Strategy leader with deep craft expertise, strong business acumen, and a clear point of view on how customer and employee experiences shape organizational growth. You see the bigger picture across ecosystems, services, journeys, teams, and technologies, and you know how to turn ambiguity into focused direction.

You are also an experienced people leader who develops talent, builds trust, and creates the conditions for strategists to do their best work. You can shape, market, and deliver strategy capabilities for complex enterprise clients while contributing to agency growth, client relationships, and practice evolution. You bring a practical, responsible point of view on AI—knowing where it creates value, where it introduces risk, and how to help teams and clients use it with rigor, transparency, and accountability.

The Opportunity

In this role, you will partner with senior agency leaders to strengthen strategy offerings, develop talent, improve delivery quality, and expand client relationships. This is a senior leadership role that spans business growth, capability development, client advisory, practice operations, program leadership, team development, and responsible AI adoption. You will help define where AI fits in CX strategy delivery and solutions, guide teams on appropriate and safe use, and advise clients on the implications of AI for experiences, roles, workflows, governance, and operating models.

Inside One North, you will create practical systems, operating models, and ways of working that help teams deliver more consistently and effectively. You will set a clear practice vision, translate that vision into measurable goals, and inspire shared ownership across the CX strategy team and broader crossfunctional organization.

The Director, CX Strategy will ideally be based in the Chicago area for a light hybrid onsite/remote work model, but we are open to remote locations across the U.S.

Core Responsibilities

Practice Leadership & Vision:

• Continually evolve the CX strategy practice vision in partnership with agency leadership, connecting practice priorities to business goals, client needs, and market opportunities.
• Shape the growth of the practice by initiating priority programs, cross-functional efforts, internal projects, new ways of working, and emerging technology exploration.
• Grow and lead a team of strategists through hiring, onboarding, coaching, mentoring, role definition, and individualized development planning.
• Lead managers, principals, and leads by supporting their autonomy, strengthening their practice leadership, and enabling ownership of process, delivery, and team development.
• Coach teams, remove obstacles, manage escalations, and step in when needed to support complex client, stakeholder, or executive relationships.
• Foster a culture of knowledge sharing, critique, experimentation, and learning through team rituals, cross-functional forums, presentations, and events.
• Improve operational effectiveness through scalable frameworks, operating models, methods, and tools that increase consistency, quality, and impact.
• Identify, select, and manage the facilities, tools, resources, and vendor relationships required to support practice needs.

Client & Business Growth:

• Establish and grow long-term client relationships in partnership with account and sales teams, serving as a trusted advisor and identifying opportunities for deeper partnership.
• Advise clients on enterprise transformation, experience innovation, organizational change, responsible adoption of emerging technologies including AI, and experience strategy.
• Help senior clients understand how emerging technology changes customer experiences, employee experiences, roles, processes, operating models, decision-making, and measurable business outcomes.
• Lead cross-functional teams through strategic discussions, discovery conversations, opportunity solutioning, scoping, estimating, and engagement planning.
• Represent One North’s CX strategy expertise through sales & capability presentations, thought leadership, conference presentations, panels, and executive conversations.

Delivery Leadership:

• Direct complex, end-to-end CX strategy engagements as one of our most senior-level practitioners, providing project team oversight for delivery and client relationships.
• Shape and lead strategy work across customer and employee experiences, including journey management, omnichannel orchestration, service design, experience architecture, future visioning, and road mapping.
• Shape and lead research, analysis, synthesis, and insight generation across complex multimodal research efforts, ensuring assumptions, limitations, and validated findings are documented.
• Collaborate with brand, design, technology, data, product, and content leaders to align teams around a cohesive experience strategy and ensure it is effectively implemented.
• Help clients make better decisions by connecting customer insight, analytics, experimentation, and business metrics to strategic recommendations.
• Guide the design of experiences that are transparent, trustworthy, measurable, and grounded in real user needs, including appropriate user control, feedback paths, fallbacks, support models, and escalation points.
• Ensure AI-assisted work maintains strategic rigor by validating outputs, distinguishing facts from hypotheses, checking source quality, and avoiding unsupported claims.

Capability, AI Innovation, & Responsible Practice:

• Lead the development of new CX strategy capabilities that evolve the business and align to agency strategy, market opportunities, industry trends, and client demand.
• Define where emerging technologies, including AI, fit in CX strategy delivery, including appropriate use cases, workflow patterns, tools, quality expectations, team enablement needs, and client-facing applications.
• Develop reusable AI practice assets, such as prompt templates, workflow playbooks, evaluation checklists, decision logs, risk registers, service patterns, measurement plans, and governance inputs.
• Lead responsible AI enablement across the practice by identifying high-value use cases, coaching teams on effective adoption, and building sustainable systems that improve decisionmaking, quality, speed, and long-term business value.
• Uphold expectations for safe AI use, including confidentiality, intellectual property protection, data sensitivity, approved tools, human review, source validation, bias awareness, and appropriate escalation.
• Partner with design, technology, data, legal, security, and delivery stakeholders to identify risks, define guardrails, and operationalize controls for AI-enabled work.
• Create and maintain practice capability documentation, including methodologies, processes, examples, templates, delivery tools, capability materials, quality standards, and enablement resources.
• Partner with our AI Innovation experts to define learning loops and measurement approaches for AI-native experiences, including adoption, satisfaction, trust, quality, effectiveness, exception handling, and business-value indicators.

Power Skills

• Effective communication: Communicates with clarity, precision, and tact across audiences, channels, and levels of seniority.
• Ambiguity management: Creates direction and momentum when problems, inputs, or outcomes are not yet clear.
• Decision quality: Makes timely, well-reasoned decisions that move teams, clients, and the organization forward.
• Results orientation: Consistently delivers outcomes, even in complex or high-pressure situations.
• Accountability: Holds self and others accountable for commitments, quality, and impact.
• Purpose-driven leadership: Connects people to a compelling vision and motivates action around shared goals.
• Emotional intelligence: Uses empathy, self-awareness, and sound judgment to build trust and strengthen teams.
• Adaptability: Adjusts approach in real time to meet the needs of different clients, teams, and situations.
• Trust building: Earns confidence through honesty, integrity, follow-through, and authenticity.

Required Experience

• 10 or more years of experience in CX, UX, product strategy, service design, or a related strategy discipline within an agency, consultancy, or complex enterprise environment
• 3 or more years of people leadership experience, including experience leading managers, leads, or senior practitioners
• Proven ability to build and lead strategy teams, manage a portfolio of complex work, and develop operating models that improve team effectiveness
• Deep expertise in human-centered research, strategy, service design, journey management, and experience innovation
• Experience advising executives and senior stakeholders across operations, marketing, CX, UX, EX, technology, data, product, and digital experience initiatives
• Demonstrated expertise in user research, data analysis, synthesis, storytelling, and presentation development
• Experience guiding executive-level meetings, workshops, discovery sessions, and strategic conversations
• Demonstrated ability to build trusted, long-term client relationships and contribute to business development efforts
• Demonstrated experience leading responsible AI adoption in strategy, research, design, consulting, or delivery environments, including quality control, governance considerations, workflow enablement, client advisory, and measurement of AI-enabled outcomes
• Experience designing or enabling AI-supported solutions, including human-centered AI touchpoints, services and workflows, trust and consent flows, measurement plans, operating model implications, and end-user support considerations
• Experience leading internal teams through cross-functional process improvement or operating model change
• Experience collaborating with business analysts, data analysts, product owners, marketers, brand strategists, content strategists, designers, technologists, CMS teams, CRM teams, and other delivery partners
• Strong leadership and interpersonal skills with the ability to influence cross-functional teams and manage competing priorities
• Ability to travel to internal and client sites up to 25% of the time, including internationally

*Don’t check all the boxes? We encourage you to apply anyway. We know smarts grow from a breadth of experiences. Don’t disqualify yourself before you have the chance to be considered. We’d love to meet you.

Benefits

• Our comprehensive benefits program includes Blue Cross Blue Shield PPO Health coverage, as well as a health savings account with employer-funded contributions.
• We also offer Dental and Vision insurance. All of our full-time employees are eligible for Life/AD&D insurance and Short/Long Term Disability insurance free of cost, with the option to add additional voluntary coverage if desired.
• One North’s 401(k) plan allows employees to save for retirement through pre- or post-tax contributions along with employer-matched funds for maximized savings potential.
• Our Transportation Benefits enable employees to also make pre-tax contributions to pay for parking and public transit needs.
• We know how important unwinding can be for inspiration, innovation and productivity. Our full-time employees earn 4 weeks of paid time off, in addition to company paid holidays. Employees begin to accrue additional time off once they reach their 3-year and 10-year anniversaries with the business.
• One North also understands how critical it is for parents to bond with their new additions. We provide paid Parental and Primary Caregiver Leave to assist and support employees who experience a new birth, adoption or foster placement of a child.
• We also offer an Employee Perks Program that offers member-only discounts and corporate rates on everything from pizza and the zoo, to movie tickets, car rentals, and hotels.

We reserve the right to pay above or below the base salary range of $135,300-$202,920 based on factors unrelated to sex, race, or any other protected classification.

Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.

Please click on the following link to learn more about our full-time internal employment benefits: https://www.teksystems.com/en/careers/benefits.

The expected posting close date is September 8, 2026.

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