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デジタル・ストラテジー・ディレクター / Digital Strategy Director

Wunderman Thompson

Department: Experience

Expertise: Consulting, CX

Location: Tokyo, Japan

Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

The Digital Strategy/CX Strategy Director will solve customer issues by creating overwhelmingly superior customer experiences through the strategy based on accurate and deeper customer analysis and assist others on the CX team in delivering excellence. This role will identify end customer challenges from a variety of data to derive Human insights to create differentiated Human-Centered Design experiences through the power of creativity from full funnel experiences to email, social and channel experiences. As such, the position holder has in-depth knowledge of data and analytics, technologies, experience strategy, current trends, persona building, customer journey mapping, culture, trends, creative and digital communications. He/she is a collaborative, innovative, and visionary strategy professional who works with planning, data, tech and creative teams to create customer experiences with all touch points and across media and formats.

 

Key points

  • Experience with Digital (CRM, Social, and web) strategy
  • Experience with data, tech and commerce strategies.
  • Passionate about online and offline experience strategy
  • Loves working with teams from different disciplines
  • Extensive qualitative and quantitative research experience
  • High Proficiency bi-lingual in Japanese and English

 

What you’ll do

  • Be the strategic lead for several national and international clients.
  • Identify opportunities and inspire clients and colleagues about design thinking, service design and user experience
  • Understand client needs and propose the right project approach and a scope
  • Guide or conduct qualitative user research to find relevant insights.
  • Guide or develop personas, customer journeys, value propositions, business models, technology maps, customer experience strategies, channel up and brand down experience strategies, including precise recommendations based on market opportunities.
  • Present and discuss research, customer experience and service design concepts, and user experience strategies in meetings with existing and potential clients.
  • Keep an eye on cultural and social trends relevant to the business, and ensure the strategy is relevant to local consumers.
  • Share latest experience trends from around the world to keep teams up-to-date.
  • Guide on development of testing frameworks to help validate success, viability and optimization
  • Lead the implementation of customer experience design and contribute to the client’s business challenges
  • Work closely with account management team and transformation teams to handle multiple account engagements, brainstorm ideas and ensure each approach is on strategy and shows creative bravery
  • Utilize data driven human insights and technology to design new "customer experiences" that uncover not only customers' apparent needs, but also latent needs that even the customers themselves were unaware of.
  • Be involved in all phases of deliverable development in customer analysis, personas, customer journey, engagement ideas, prototyping, validation, finalization, and its improvement.
  • Leverage customer data to derive human insights to innovate the customer experience with all touch points including products, services, and platforms, across a variety of media formats.
  • Start with an understanding of the customer as the starting point for everything and practice a methodology to show the results of customer experience innovation with data measurements.
  • As a customer experience expert, have a deep understanding and curiosity about all areas of business, marketing, customer insight, culture, design, and technology, and keep yourself updated and inspire your team members with innovative ideas.

 

Who you are

  • Strong client-facing skills.
  • Experience with defining and discussing a project approach and scope
  • Comprehensive understanding of customer experience strategy, digital strategy, design thinking and service design.
  • Understanding of brand positioning and marketing communications.
  • Experienced in developing customer experience and creative strategies.
  • Experience with full-funnel CRM strategies and optimization
  • Experience with qualitative and design research, depth interviews, observation and shadowing as well as quantitative research.
  • Ability to present ideas clearly and concisely.
  • Show thought leadership, by writing and/or presenting trends, ideas and vision.
  • Experience in working closely with strategy, data, tech, account and creative teams.
  • Successful track-record of managing multiple client assignments simultaneously.
  • People / team management skill
  • Excellent oral and written communication skills.
  • Fluency or high proficiency in English and Japanese

 

At Wunderman Thompson, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect.  As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Wunderman Thompson is a WPP agency.  For more information, please visit our website and follow Wunderman Thompson on our social channels via Twitter, Facebook, LinkedIn, and Instagram.  

Note: We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

When you click the "Submit Application" button below, this will send any information you add below to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

When you click the "Submit Application" button above, this will send any information you add below to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.