Senior Manager Experience Strategy & Strategic Design

At MRM, we believe that every relationship counts. Part of Omnicom, MRM is a relationship marketing agency that builds enduring brand relationships by designing and delivering transformative experiences, with a sharp focus on Experience, Commerce, and CRM.

We combine strategic thinking with deep expertise in data and technology to deliver meaningful, human centered experiences that drive loyalty, growth, and competitive advantage.

About the Strategy & Consulting team

You will join the Strategy & Consulting team, a multidisciplinary group working across the whole

consumer relationship through three connected lenses:

Enablement platforms, capabilities, operating models

Engagement communications, journeys, interactions

Experience end-to-end services, propositions, and outcomes

This role sits within the Experience capability, but we expect T-shaped Senior Managers with strong

core consulting and strategy skills that support their specialisms.

Role purpose

We are seeking a Senior Manager Experience Strategy & Strategic Design to play a lead role

complex, start-to-finish engagements that shape how organisations design and deliver experiences.

You will write evidence-based experience strategy and work closely with UX, UI, and solution designers to direct, collaborate on, and elevate solutions.

The role requires a strong track record of end-to-end engagements and ensuring strategy translates into measurable outcomes.

Your background may be in design, consulting, or strategy. What matters is a track record of influential roles and a proven ability to influence effective solution designs.

What you will do

Lead experience strategy

Define experience visions, principles, target states, and prioritized roadmaps, ensuring clear

alignment to business objectives.

Direct and collaborate on solution design

Work hand in hand with UX, UI, service, and solution designers, providing strategic intent,

guardrails, and prioritisation while bringing the design literacy needed to elevate thinking.

Insight, measurement, and governance

Oversee research, analytics, and feedback programs; define experience KPIs and governance

frameworks; and articulate measurable improvements in experience quality, and performance.

Strategic framing and commercial impact

Frame problems and opportunity areas before solutions or technology choices, balancing

customer, commercial, and organizational perspectives to deliver experience-led value.

Leadership and client advisory.

Be an influential voice in multidisciplinary teams, mentor designers and consultants, advise

senior stakeholders, and contribute to pitches, proposals, and long-term client growth.

What we are looking for

Proven track record

10+ years experience leading experience, CX, service design, or strategic design work, with

clear evidence of delivering start-to-finish, omnichannel initiatives and translating insight into

execution.

Strategic and analytical capability

Strong problem framing, synthesis, and prioritization skills, with a solid understanding of

experience measurement, analytics, and KPIs.

Design and delivery literacy

Deep familiarity with UX methodologies and interaction design principles, able to direct and

support design teams without owning detailed execution.

Leadership and collaboration

Confident facilitator and senior stakeholder communicator, experienced in mentoring

multidisciplinary teams and operating in complex, ambiguous environments.

Background

Experience from design, consulting, strategy, or a hybrid path. Local market experience is

valued, not essential.

What success looks like

Experience strategies that clearly guide design and delivery

Governance and measurement that demonstrate real impact

Design teams that feel directed, supported, and elevated

Clients who trust experience strategy as a driver of business value