Strategy Director, Experience

Landor is looking for a Strategy Director, Experience to join our Columbus studio. Could this be you?  

We are Landor. 

We are part of WPP.

What you’ll do

You will focus on building deeper strategic client partnerships and growing potential partnerships through creative solutions. You’ll be bringing CX strategy to the table, developing custom ideations for our biggest clients, and connecting insights to brand experiences, product & service innovations, and activation / company culture strategy.

We are looking for a team leader who is capable of empowering cross-functional teams to develop inspiring and scalable innovations and experience strategies for clients. The role will rely heavily on principles of design thinking to drive innovation in omni-channel brands, and other related commercial fields. The ideal background for this candidate will be a proven working history & deep knowledge in customer-journey-based innovation and experience design, with a strong business and operational backbone in how both B2B and B2C brands work, and psychological insight into how humans behave across digital and physical brand ecosystems. This role will involve managing design-thinking driven deliverables and workshops with diverse teams of client stakeholders (including C-suite) and internal and external contributors to co-create strategies that increase customer engagement and improve customer experience – and in the end, the client’s bottom line.  

The successful applicant will also be responsible for leading a team to build, lead and analyze workshop outcomes, develop customer experience storyboards, map operational workstreams, build digital experience concepts, model service design programs and identify business requirements to bring them to scale. The candidate will manage the development of these deliverables in parallel with other disciplines. 

• Define the opportunities, insights, and frameworks for the Design Team to act on that result in increased awareness, revenue growth, client identified KPI improvement, and engagement for the brand.
• Beginning to end partnership with the Design Team as we develop and elevate brands throughout all touch-points, including Physical, Human, and Digital experiences.
• Define the strategic vision and contribute to overall brand growth.
• Crafts compelling storylines and informed brand experience strategies grounded in consumer insight and data.
• Works with (and coordinates work with) internal or external partners in customer insights, digital design, service design, prototyping and other key fields as needed
• Develops and facilitates workshop approaches, agendas, exercises to motivate groups of stakeholders to co-create common vision around future-state retail customer experience
• Analyzes and articulates the Customer Experience work in a visual and written form – developing clear business vertical or workstream requirements for digital, service, interior, communications, marketing etc.
• Encourages and supports team development and practice growth – pushing boundaries into new services lines and value for clients we partner with
• Leads research into best-in-class customer experience programs, customer insights, retail trends and technology.

What you’ll need 

• Demonstrated ability to problem solve using Customer Experience design-thinking methodology – integrating service, operations, digital and experiential design with help from brand, marketing, and other tools
• Knowledge of cross-channel customer journey mapping techniques and storyboarding
• Excellent communication skills among peers, client stakeholder and other disciplines.
• Ability to simultaneously tackle multiple projects and challenges with enthusiasm.
• Passion to rapidly build expertise on new businesses and industry verticals.
• Excellent public speaking and presentation skills.
• Ability to work in cross-functional teams in high pressure situations.
• Demonstrated knowledge of design-oriented research and customer insights methodologies
• Demonstrated experience communicating broad strategic initiatives to key stakeholders.

Please note that this role requires regular onsite travel and in‑person collaboration in Bentonville, Arkansas.

We believe the best work happens when we’re together, fostering creativity, collaboration, and connection. That’s why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

We build brands. We build futures. Landor, a WPP company, is an equal opportunity employer. We consider all applicants without discrimination or regard to particular characteristics, committed to a culture of respect where everyone belongs and can progress in their careers.

#LI-DNI #LI-DNP