CX Strategist

Merge Storytelling and Technology

We MERGE storytelling with technology by offering marketing and technology clients full-service capabilities including strategy, creative, experience engineering, performance marketing, media, and marketing operations platforms. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Kate Spade NY, Coach, The Northface, Meta, Subway, BlueCross BlueShield, Abbott, Supernus, Seqirus, GE Healthcare, CVS/Aetna, Brigham Health, Indiana University Health, and Eaton Vance to name a few. With 750+ employees across offices in Chicago, Boston, NYC, Atlanta, Denver, Kansas City, Costa Mesa, and Montreal, MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers.

Promote Health, Wealth & Happiness

We are committed to promoting health, wealth, and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage minds and hearts to do the best work of their careers.

As our Customer Experience Strategist, you will…

Be interested in human behavior, experience design, and digital marketing. Someone who takes note of their own experiences and is intensely curious about what goes into creating great solutions for others and wants to gain experience in the strategy, research, and measurement aspects of bringing great experiences to life for people and businesses.

You have an interest in and some experience with different methods for evaluating various types of problems, from generative research that helps identify early-stage opportunity areas to evaluative research to gauge the extent to which a potential solution fits the bill. You’re curious about how smart work gets produced, just as eager to roll up your sleeves with tech and creative partners, as you are to work with customers and clients. 

You’re eager to learn and dive into any task or opportunity to partner with colleagues. You crave an organization where your contributions will make an impact. You want it all wrapped up in a culture that is passionate and insanely committed to bringing new products to life and creating awesome cross-channel experiences.

Be Accountable and Responsible

Supporting research, ideation, and innovation:

• Supporting lead facilitators in crafting and running workshops, work sessions, ideation, innovation, and co-creation/co-design activities
• Helping with research ops and research admin (e.g. scheduling, topic evaluation and backlog maintenance, evaluation of screeners and guides)
• Supporting and helping to conduct qualitative research
• Analyzing and synthesizing qualitative and quantitative research
• Conduct heuristic evaluations and competitive reviews.

Leading customer-centric activities and maintenance, keeping the customer (patient, member, student, employee, etc.) at the center of planning and delivering meaningful experiences.

• Journey mapping (crafting new maps; maintenance and updating of existing maps)
• Persona development, maintenance, and updating
• Other types of mapping, service design, design thinking, and HCD-focused activities as appropriate

Championing CX within MERGE:

• Maintaining our internal CX knowledge repository
• Staying current with trends, insights, new concepts, new technologies and platforms, and thought leadership that is relevant to our business and our clients
• Working with the teams to identify and define problems, challenges, and opportunities within projects/engagements or more holistically for a client and to recommend solutions
• Partner with creative, tech, and account leads to build on your recommendations for a cohesive and integrated approach.

These are the qualifications we’re looking for:

• 1-3 years of experience in strategy, CX, and/or related fields, preferably in an advertising agency or consulting firm
• Proficiency in Microsoft Office suite and/or Google Workspace, as well as tools such as Miro/Mural, UXPressia, etc. 
• Basic research skills, including a working understanding and exposure to qualitative & quantitative methods, and hands-on familiarity with conducting secondary research
• An understanding of accessibili