CX Strategy Manager
Customer Experience & Innovation Consultant (CX Strategy Manager)
Work Arrangement: 100% Remote
Eligible Hiring Locations: Mexico City, Costa Rica, São Paulo (Brazil), or Lima (Peru)
Employment Type: Full-time
Seniority Level: Manager / Lead
Compensation: USD $5,600–$6,300 per month
About the Opportunity
We are looking for an experienced Customer Experience & Innovation Consultant to join an international team focused on digital business transformation, customer experience strategy, service design, and product innovation.
In this role, you will help organizations rethink how they engage with customers, translating business challenges, customer research, and data-driven insights into innovative strategies, connected experiences, and actionable roadmaps.
The ideal candidate combines strategic thinking, customer-centric design, business consulting, and strong data and CRM strategy expertise, with the ability to lead multidisciplinary teams and collaborate directly with clients.
Key Responsibilities
Lead customer experience strategy, digital transformation, service design, and product innovation initiatives.
Identify and frame customer and business challenges, translating insights into actionable strategic recommendations.
Develop customer experience strategies, value propositions, business cases, and strategic roadmaps.
Conduct and synthesize customer research, behavioral analysis, customer journey mapping, and service blueprinting.
Identify critical moments across the customer journey to improve engagement, satisfaction, loyalty, and business outcomes.
Define customer data and CRM strategies, including segmentation, personalization, customer lifecycle management, and loyalty initiatives.
Translate research findings, customer data, and business insights into measurable initiatives and solutions.
Design and facilitate strategic workshops, stakeholder sessions, and collaborative working meetings.
Collaborate with cross-functional teams, including strategists, designers, engineers, product managers, and business stakeholders.
Lead project workstreams, ensuring quality, timelines, budgets, and client satisfaction.
Support business development activities, strategic proposals, and new consulting opportunities.
Mentor junior team members and contribute to the development of consulting capabilities and best practices.
Required Qualifications
5–8 years of experience developing customer experience strategies, connected products, services, or digital transformation initiatives.
Strong background in customer experience strategy, strategic consulting, service design, or product innovation.
Demonstrated experience in customer data strategy and CRM, including segmentation, personalization, customer lifecycle, loyalty, and data-driven engagement.
Proficiency in customer research, customer journey mapping, service blueprinting, and experience modeling methodologies.
Experience developing value propositions, business cases, prioritization frameworks, and strategic roadmaps.
Ability to connect digital and non-digital products and services into cohesive customer experiences.
Proven experience leading multidisciplinary teams or strategic project workstreams.
Experience working directly with clients and senior stakeholders.
Strong workshop facilitation, executive presentation, storytelling, and communication skills.
Ability to translate complex research and business information into clear, actionable recommendations.
Experience working in fast-paced, multicultural, and internationally distributed environments.
Strong business acumen, analytical thinking, and a proactive, entrepreneurial mindset.
Advanced English proficiency (C1 or higher), both written and spoken, with the ability to confidently lead client meetings, facilitate strategic workshops, deliver executive presentations, and communicate with international stakeholders.
Preferred Qualifications
Experience with Agile methodologies and modern product management practices.
Familiarity with CRM and Customer Data Platforms (CDPs), such as Salesforce, Adobe Experience Platform, or Microsoft Dynamics.
Experience in service-oriented industries, including retail, financial services, healthcare, or insurance.
Exposure to business development, strategic consulting proposals, or revenue-generating initiatives.
Experience supporting globally recognized brands or delivering exceptional strategic work for mid-sized organizations.
What We're Looking For
We are seeking a strategic, customer-focused professional who can connect business strategy, customer insights, service design, technology, and data to create meaningful and measurable customer experiences.
You should be comfortable navigating complex business challenges, facilitating strategic conversations, influencing stakeholders, and transforming innovative ideas into practical initiatives.
Position Details
Work Model: Fully remote
Employment Type: Full-time
Eligible Hiring Locations: Mexico City, Costa Rica, São Paulo, or Lima
Monthly Compensation: USD $5,600–$6,300
Career Level: Manager / Lead
Project Scope: International customer experience, innovation, and digital business transformation initiatives
If you have a strong background in Customer Experience Strategy, Service Design, Innovation, and Data & CRM Strategy, we encourage you to apply and explore this opportunity.
