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Customer Experiential Strategist

Location: Atlanta, GA.
Company Description:

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading nonprofit organizations have partnered with us to build and maximize the value of their customer portfolios. We are champions for meaningful progress, and we aim to be a force for good—for our people, our clients, the industry, and our society. We keep our people at the center, creating space for growth, understanding, and learning so they can grow. We embed diversity in our mindset, products, and teams to empower an inclusive, equitable, and culturally fluent environment. Building this culture within our teams makes us better collaborators and clients, driving better outcomes. Merkle is an agency of dentsu.

Job Description:

Do you enjoy finding ways to make things fit together? Do you ask the more profound questions of what people care about and what are the opportunity spaces for brands? Merkle is looking for an experienced Customer Experiential Strategist who will develop methods to enhance a brand's visibility and market share. Reporting to the VP of Strategy, you will conduct rigorous analysis and market research to understand our client's business and customer behavior, then use that information to develop brand positioning and marketing strategies. You enjoy digging for the possibilities, making sense of them, and inspiring teams with clear, relevant insights and observations. You are a cultural observer and compelling storyteller with a passion for brands and the consumer experience.


  • Conduct design thinking activities to define and bring the strategy for large, ambiguous problem spaces
  • Collaborate in diverse teams to simplify complex problems into compelling design solutions
  • Prepare and facilitate workshops for large, diverse groups and projects
  • Scope, plan, and conduct primary, secondary and analogous research
  • Lead teams in the synthesis that builds insights, reframe problems, produces and refines solutions
  • Tell stories to communicate insights, frameworks, ecosystem-level solutions, and new business models, and their possible effects
  • Develop customer journey maps that enhance existing customer experiences and inform new opportunities
  • 4+ years of experience in customer experience or service design in consumer-facing products with experience delivering new customer experiences to market.
  • 2+ years of retail industry experience or equivalent consumer-facing domain experience
  • BA/BS in business, design, innovation management, related field, or equivalent experience. Master's degree a bonus.
  • You love ambiguous problems and can capture a clear design strategy; You excel in making the complex, simple, and clear
  • You can guide the design process from framing a challenge to research and insights, concept and implementation
  • Experience with PowerPoint or media modeling tools
Additional Information:

The anticipated salary range for this position is $83,760 – $121,300. Salary is based on various factors, including relevant experience, knowledge, skills, other job-related qualifications, and geography. A range of medical, dental, vision, 401(k) matching, paid time off, and other benefits also are available. For more information regarding dentsu benefits, please visit https://dentsubenefitsplus.com/.  

Employees from diverse or underrepresented backgrounds are encouraged to apply. Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company based on age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and specific state or local laws. To request or discuss accommodation, please reach out to [email protected]

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