Experience Strategist

At AKQA (part of WPP), our Strategy team works where creativity and technology meet to create what’s next. As an Experience Strategist, you’ll help shape where our most ambitious clients grow next. You’ll work across the full customer journey, from first interaction through to engagement, loyalty, membership, and advocacy. You’ll build strategies that create real value for both people and brands. You’ll spot emerging shifts in culture, behaviour, and technology, test ideas early, and turn what you learn into clear direction. You’ll connect thinking with making, helping turn new ideas into work that can be designed, built, and delivered in the real world.

Responsibilities

Shape strategy across key accounts and help identify where future growth will come from; Build CRM, lifecycle, loyalty and membership strategies that strengthen long-term customer relationships; Turn customer insight, data and market signals into clear, practical recommendations; Write strong briefs that guide creative and experience work, and stay involved as it is developed; Work closely with Creative, Experience, Data and Technology teams to bring ideas to life; Stay curious about new technology and AI, and form clear views on what matters; Contribute to new business pitches and help grow the practice; Work with analytics teams to understand results and improve the work; Support and mentor other strategists, working with openness and respect

Requirements

5–7 years’ experience in strategy, CRM, CX, customer engagement or loyalty; Strong experience building CRM, lifecycle, loyalty or membership strategies for well-known brands; Able to turn customer insight and data into clear actions; Understands how retention, personalisation and long-term customer value work in practice; Comfortable working without clear answers and building clarity over time; Able to form strong points of view and share them with senior stakeholders; Good judgement in identifying what is useful versus what is noise; Works well across creative, data, technology and experience teams; Understands how strategy connects to business outcomes; Collaborative, generous and focused on helping others do better work

Benefits

Innovative and inclusive culture; Opportunities to learn and grow within a multidisciplinary team; Ongoing personal and professional development; Hybrid studio model supporting collaboration, flexibility, and craft