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Leads experience strategy and UX research, testing, design, and service design initiatives for client digital experiences. Develops personas, journey maps, information architecture, wireframes, prototypes, measurement plans, and roadmaps. Facilitates workshops, translates customer insights into actionable solutions, guides cross-disciplinary teams, critiques visual design, and advocates for accessibility and customer experience. The role also requires client communication, project leadership, and managing multiple engagements.

Lead a portfolio of strategic client accounts as a trusted advisor to drive retention, expansion, and $5–7M account growth. Develop strategic account plans, manage financial health and pipeline, lead cross-functional teams to execute digital initiatives (websites, apps, media, integrations), produce briefs and SOWs, and leverage digital and AI solutions to deliver measurable client outcomes.

Serve as the primary client liaison to manage day-to-day relationships, coordinate cross-functional teams, drive account strategy and growth, own scope and project management, deliver performance reporting and recommendations, and mentor junior staff to ensure timely, on-budget execution and client satisfaction.

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