Customer Experience Strategist

SH/FT is a client services firm specializing in marketing technology and data solutions. We partner with Fortune 500 companies and emerging leaders to implement scalable, future-proof solutions that drive measurable growth. As key partners to leading martech platforms, we bring deep expertise across technology, data analytics, business strategy, and campaign operations.

The Strategist, Customer Experience helps ambitious B2B and B2C brands build the strategies, frameworks, and digital experiences that drive measurable growth. As we expand our Customer Experience practice, we are seeking a strategic digital experience leader who thrives at the intersection of user behavior, data-driven insights, and digital capabilities.

In this client-facing role, you will own the digital experience strategy across UX, web personalization, SEO, and UI and creative direction. You will bring structured frameworks, a strong point of view, and execution rigor to complex engagements. You possess the practical fluency in enterprise platforms (like AEM and Optimizely) needed to design scalable testing and publishing programs. Partnering closely with platform engineers and design specialists, you will ensure your strategies translate seamlessly from concept to reality—working alongside senior clients who trust you to challenge the status quo and push their digital ecosystems forward.  

UX Strategy & Research 

• Lead client discovery including stakeholder interviews, expert heuristic reviews of existing web experiences, and usability testing. You’ll evaluate what’s working, what’s broken, and why.
• Translate findings into journey maps, IA frameworks, sitemaps, content strategy and wireframe-level recommendations that development and design teams can act on.
• Facilitate client workshops including discovery, alignment, co-creation — with the confidence to challenge assumptions in the room.
• Partner with Shift’s internal Decision Science team to research buyer behavior and audience intelligence and use it to connect those insights to web experience implications.
• Establish experience principles and strategic guardrails that guide design execution.

Web Personalization & DXP

• Define personalization strategy: audience segmentation logic, behavioral triggers, content variant frameworks, and lifecycle-based experience rules — all tied to measurable business outcomes.
• Design strategies grounded in how marketing teams use DXP tools like AEM or Optimizely. You have likely authored content and published pages, run experiments, and configured audience rules in these platforms, giving you foundational understanding to advise clients and guide engineers through bringing strategy to life in the build. 
• Lead testing and experimentation strategy including writing strong hypotheses, designing test structures, interpreting results, and driving iteration. 
• Experience with both B2B and B2C web environments and ability to advise clients who have varying buying cycles lengths, traffic volumes, need for 1:1 and account-level targeting and personalization. 

SEO 

• Conduct and interpret technical SEO audits and translate findings into prioritized recommendations.
• Build content SEO strategies grounded in search intent mapping, keyword architecture, and topical gap analysis. Integrate SEO thinking into UX and personalization strategies. 
• Speak fluently to how AI is reshaping search — generative engine optimization, AI overviews, answer engine visibility and what that means for how clients structure and prioritize content.

UI Direction & Design Systems

• Provide directional guidance on design systems, component governance, and UI standards to help govern quality. 
• Review work in Figma; write creative briefs and UI direction that give designers a clear strategic frame to work within.
• Ensure UX strategy translates through to visual and interactive execution; partner closely with UI team members on handoff and quality review.
• General understanding of accessibility standards (WCAG 2.1/2.2) and how design system decisions affect performance and SEO.

• Partner with Client Success to own stakeholder relationships within your accounts, build trust, surface expansion opportunities, and act as the strategic voice on web and CX workstreams.
• Write and present recommendations to VP and C-suite audiences. Lead client workshops and onsites. Create CX thought leadership content and frameworks to help educate client stakeholders. 

Experience & Expertise

• 6+ years in digital experience strategy with experience leading and advising client or senior leadership discussion. Previous agency or consultancy experience preferred. 
• Experience designing personalization strategies, including audience frameworks, content rules, and test structures.
• Working fluency in SEO—able to interpret technical audits, develop content strategy briefs, and integrate search capabilities into early UX and personalization decisions.
• Strong UX capabilities —able to produce sharp artifacts, including journey maps, IA documentation, heuristic reviews, and usability findings.

Skills & Capabilities

• Skilled at leading discovery and working sessions and translating complex CX concepts effectively across technical (engineering) and executive (CMO) audiences.
• Working knowledge of how marketing teams use Web and DXP systems like Adobe Experience Manager and Optimizely, especially content pushing, personalization testing capabilities. No certification or administrative experience required. 
• Strong design literacy with the ability to write creative briefs, provide structured feedback as a reviewer in Figma, and ensure UI execution aligns with overarching strategy.
• Proven problem solver with the ability to find patterns, adapt across diverse industries (e.g., Financial Services, SaaS) and both B2B and B2C brands.
• Skilled at managing multiple projects in fast-paced environments with a high level of precision.
• Clear communicator with excellent written, verbal, and interpersonal skills.
• Flexibility to travel for client onsites. 

Mindset

• Self-directed, detail-oriented, and accountable. Able to manage workload independently and prioritize effectively.
• Able to flex with changing needs, connect work to outcomes, and support client decision-making.

• Competitive compensation aligned with your experience and impact
• Remote flexibility 
• Collaborative culture that values diverse perspectives and innovative thinking
• Work that makes a measurable difference for your clients

SH/FT is a consultancy built for transformation. We bridge the gap between marketing, data, and technology to unlock growth for some of the world's most recognized brands. At SH/FT you'll shape the future of how organizations connect with their customers through intelligent architecture, scalable systems, and the power of data-driven strategy.

The salary range for this role is $135,000 to $155,000. Salary is based on several factors including but not limited to skillset, relevant education, level of experience, certifications, and scope of responsibilities.

In addition to base salary, SH/FT offers benefits such as medical, dental, vision, STD/LTD, Life/AD&D, Flexible Paid Time Off, and various other ancillary benefits and perks.

We welcome and encourage applications from people with disabilities under the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Candidates must have current US or Canada work authorization. For US candidates, this employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.

No relocation assistance can be offered at this time.

All inquiries are held in strict confidence.