Customer Experience Strategist

About SH/FTSH/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 Role 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. What You'll Accomplish 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 & DXPDefine 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 SystemsProvide 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.​​​​​​​Client Leadership & Practice GrowthPartner 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. What You Bring Experience & Expertise6+ 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 capabilit