Senior CX and Engagement Strategist

As a Senior CX and Engagement Strategist, you will work with organisations to design and deliver meaningful, measurable customer experiences from the point of acquisition through to retention that inspire connection and drive impact. Blending data insight with creative strategy and bringing a deep understanding of how marketing technology can be leveraged, you will design acquisition and engagement approaches that build awareness, drive conversion, deepen relationships, and deliver measurable growth.

Working with clients across sectors from charities and membership bodies to cultural and public institutions across various projects, the role leads in defining and driving the strategic approach for our clients in how they engage their audiences, ensuring outcomes are value focused and that delivery of work is of the highest standard.

Responsibilities

• Lead the strategic development of customer-centric strategies aligning audience insight, brand, content, new ways of working and technology to deliver clear, measurable outcomes.
• Establish CX Governance models and frameworks that define how the organisation scales engagement.
• Define audience acquisition strategies and plans and drive campaign strategies and optimisation, managing campaign delivery personnel.
• Have a keen interest and insight on the role of SEO and CRO in driving audience engagement.
• Define audience segments, journeys, and value drivers using data, analytics, and research, translating complex insight into actionable plans.
• Partner with data, content, and creative teams to design personalised experiences that nurture relationships through retention and advocacy.
• Define the strategic requirements for the experience stack (CRM, CDP, AI) working with tech experts to ensure technical architectures are designed to deliver long-term business intelligence and customer value.
• Establish measurement and optimisation frameworks that connect marketing and engagement activity to KPIs, using dashboards, reporting, and experimentation to improve performance.
• Translate data findings into clear stories and recommendations for clients and internal teams, fostering a culture of evidence-based decision making.
• Build and manage strategic client roadmaps, aligning engagement strategies with organisational priorities and operational realities.
• Play a key role in contributing to new business activity and client growth, showcasing expertise in audience insight, performance, and engagement strategy.
• Coach teams and clients to adopt data-informed, technology-enabled marketing practices that drive sustainable growth.
• Establish and maintain feedback loops to measure client satisfaction and drive continuous improvement.
• Balance big-picture strategic thinking with tactical and pragmatic approaches.
• Manage and foster deep and trusted client relationships especially across senior and executive leadership levels.
• Ensure staying abreast of sector, industry and audience trends to open opportunities.
• Lead on new business proposals and pitches and participate actively in helping us win exciting and challenging new projects by helping to shape the pitch narrative and making our ideas a compelling story for potential clients.
• Represent the agency as a thought leader in NFP, Membership, Visitor attractions, and commercial sectors, contributing to blogs, whitepapers, and public speaking engagements.

About You

Professional knowledge and experience

• Significant experience in digital experience and transformation programmes, with a focus on designing and delivering joined up customer and supporter experiences across channels.
• Significant experience in designing and delivering activity across marketing and engagement channels including social media, SEO and CRO.
• Active and experienced problem solver, able to apply CX strategy frameworks, journey mapping, and service design techniques to uncover insight and shape practical, human-centred solutions.
• Strong data literacy able to interpret qualitative and quantitative insight, identify trends, and translate them into strategic recommendations and performance improvements.
• Strong facilitator and communicator, confident in leading discovery sessions, co-design workshops, and stakeholder engagement with senior client teams.
• Comfortable navigating ambiguity, able to make sense of complex client challenges, structure them into clear opportunities, and define actionable pathways toward desired outcomes.
• Detail-oriented, skilled in breaking down intricate journeys, systems, and processes into understandable and relatable models that inform design and decision-making.
• Proven ability to build trust and influence stakeholders at all levels, from executive sponsors to delivery teams, aligning around shared vision and measurable goals.
• High commercial and strategic acumen, balancing user needs, organisational objectives, and technical feasibility to drive impact and sustainability.
• Proficient with customer data, analytics, and experience measurement tools, using insight to inform strategy and demonstrate value.
• Understanding of marketing and experience technology ecosystems (e.g. CMS, CRM, CDP, analytics, automation), and how they enable personalised, consistent customer journeys.
• Understanding and keeping abreast of emerging technologies such as AI, personalisation, and automation and their implications for customer experience and engagement.

Desirable

• Deep understanding of the challenges and opportunities in the nonprofit, membership, cultural, and public sectors, and how experience strategy supports mission-led organisations.
• Experience in new business development or proposal support, crafting compelling narratives that connect audience insight with strategic opportunity.
• Experience working within multi-disciplinary digital teams, bridging strategy, design, and technology to deliver cohesive, experience-led solutions.
• Understanding of Agile, Lean, and human centred design methodologies, and how they apply to CX and engagement.
• Experience applying AI, automation, or personalisation in enhancing user journeys and service efficiency.

Technical skills

• Digital Strategy Development.
• Research & Insight.
• Understanding of UX principles and design thinking.
• Product management practices (Agile, Scrum, Lean).
• Digital transformation and related technical architectures systems (e.g. CRM, CMS).
• Knowledge and understanding of emerging tech (AI, automation) and their strategic relevance.
• Workshop design and delivery (e.g. discovery workshops, stakeholder alignment).
• Strategic storytelling and presentation (PowerPoint, Keynote, Prezi).
• Stakeholder management and influencing senior decision-makers.
• Digital governance models and structures.
• KPI and impact framework creation (input/output/outcome logic).
• Familiarity with analytics platforms (Google Analytics 4, Hotjar, etc.).
• Empathy mapping and emotional intelligence.
• Strategic foresight and trend analysis.
• Management consulting frameworks (e.g. McKinsey 7-S, Porter's Five Forces) (desirable).
• Change management frameworks (e.g. Kotter's, ADKAR) (desirable).

Behaviours

• Passionate about creating experiences that deliver genuine value to audiences and drive transformative outcomes for clients.
• Adaptable and resilient, able to thrive in ambiguous, fast changing environments where collaboration and creativity are key.
• Naturally collaborative and empathetic, with strong interpersonal skills that build trust across disciplines and with clients.
• Curious and committed to continuous improvement and innovation, staying informed about shifts in user behaviour, technology, and design practice.
• Embodies the agency's values, championing purpose-driven work, open collaboration, and a culture of respect and inclusion.

About Us

We are the digital experience agency for changemakers. We are committed to delivering purposeful and positive impact for people, planet and society, in restless pursuit of a better world. We take pride in creating award-winning digital experiences, products and services that are measurably ethical, inclusive, accessible, sustainable and joyful.

Our changemaker clients include UNICEF UK, Breast Cancer Now, The Trussell Trust, Woodgreen, The Royal Academy of Arts, Zoological Society London, Historic Environment Scotland and Fauna & Flora. Part of the TPXimpact group - a Certified B Corporation, we are a team of 130 digital product leaders, creative designers, user experience designers, engagement specialists, software engineers and experience strategists.

TPXimpact is a digital transformation company, and Certified B Corporation, on a mission to build a future where people, places and the planet are supported to thrive. Combining vast expertise in human-centred design, data, experience and technology, we help the public, private and third sectors with their digital transformation journey, delivering high quality solutions that improve services, experiences and outcomes. We're passionate people who work in close collaboration with our clients to create sustainable solutions ready for an ever-evolving world.

We're an inclusive employer, and we care about diversity in our teams. Let us know in your application if you have accessibility requirements during the interview. We encourage hybrid working; our team is based across the country, both remotely and from our offices and hubs. Depending on your project, you will be typically expected to attend a Leeds, London or Manchester office once a week.