Senior Experience Strategist

    • Job Tracking ID: 513029-800867
    • Job Location: Boston, MA
      Boston, MA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Employee
    • Date Updated: December 10, 2021
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
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Job Description:

What We’re Looking For:

Mad*Pow’s greatest asset is our people. We are a purpose-driven, strategic design consultancy working with industry leaders to create social impact. Since 2000, we have leveraged strategic design and the psychology of motivation to create innovative experiences and compelling digital solutions that are good for people and good for business.

As our Senior Experience Strategist, you are a talented, passionate, and multifaceted individual with digital and service design experience and proven business savvy to help our clients understand, envision, and execute human centered experience strategies. In this role, you will join a team of strategists who apply service design thinking to define the "fuzzy front end" of experience innovation and develop and communicate strategic vision for subsequent experience design and development efforts. A Mad*Pow Experience Strategist should have expertise in service design methodologies, and experience applying customer experience, human centered design, and behavior-based research methodologies to inform strategies and service solutions for our clients.

This is a full-time position to be based out of our Boston, MA or Portsmouth, NH offices, but will consider remote working arrangements for the right candidate. If you are curious, collaborative, and confident and always thinking about the human on the other end of a design or strategy process, you might be Mad*Pow’s next addition.


Experience and Skills

What You’ll Do:

  • Lead consultant teams to understand and articulate pain points and opportunities within existing experiences, and collaborate with relevant stakeholders to define and articulate new experiences that reflect a deep understanding of human behavior, service design, value proposition design, and systems thinking
    • This includes the visual communication of business ecosystems, customer experiences, operational processes, and strategic roadmaps
    • Communication of complex ideas in a manner easy for others to grasp, including storytelling and presentation skills suitable for C-suite executives
    • Participate in and lead ethnographic experience research efforts to understand people’s needs, frustrations, and behavioral motivations and translating those findings to relevant business and experience insights
    • Select and apply appropriate experience strategy tools and methods to identify opportunities for customer experience innovation, and help clients understand and prioritize those opportunities to inform business solutions
    • Facilitate workshops and training sessions on experience strategy and service design for the public and Mad*Pow clients
    • Coordinate project activities, managing own and other’s time as appropriate, supporting and facilitating internal and external communication with client teams
    • Contribute to internal process development efforts

What You’ll Need:

  • Background
    • 5+ years of relevant experience with a background in business or design strategy, UX, service design, or related fields
  • Required Skills
    • A passion for and familiarity with best practices in experience strategy, service design, value proposition design and business model design; futures thinking, strategic foresight, systems thinking and/or behavioral science are a bonus
    • Expertise in common experience strategy and service design tools and methods, including experience journey mapping, ecosystem mapping, service blueprinting, narrative storyboarding, jobs to be done, persona development, and touchpoint concepting via UX flows, screen sketching or mockups, physical and service prototyping, etc.
    • Ability to plan and conduct research activities such as competitive landscape analysis, heuristic analysis, literature reviews, experience audits, including contextual inquiry and related ethnographic methods, experience interviewing, etc.
    • Ability to clearly articulate the connection from research insights to actionable design and strategy decisions through storytelling and effective client presentations
    • Ability to facilitate client meetings, workshops, and other collaborative working sessions
    • Highly collaborative with strong verbal and written communication skills; proactive and not just a "fly on the wall" in meetings and work sessions
    • Demonstrated understanding of professional services environment that focuses on providing value for clients in balance with human centered innovation
    • You can dress up occasionally and meet our clients (some travel in non-pandemic times)
    • You absolutely love what you do and enjoy sharing it with others

What Mad*Pow is All About:

Mad*Pow leverages strategic design and the psychology of motivation to create innovative experiences and compelling digital solutions that are good for people and good for business. To give a sense of what our team is all about, these are the values that guide our work:

  • Deliver design excellence
  • Thrill clients
  • Thrive in an empowering work environment
  • Adapt to emerging market trends and innovate continuously
  • Build trust through open and honest communication
  • Focus on profits, stability, and responsible growth

Job Benefits

Why Work With Us? 
We are a laid-back company that prides itself on working hard to deliver high-quality work while maintaining a positive work/life balance. We have a family-first mentality, and with this comes excellent benefits, including the following: 

Financial Wellbeing:

  • Competitive & equitable pay 
  • 401(K) with company match 
  • Employer-paid life insurance 

Health and Wellness:

  • Health, dental, vision, and accident insurance available to all employees and dependents 
  • Health Reimbursement Arrangement (HRA) plan
  • Health savings account (HSA) and flexible spending account (FSA)
  • Employer-paid Employee Assistance Program (EAP)

Flexibility and Time Away:

  • Flexible vacation policy 
  • Flexible work hours and/or remote work arrangements 
  • Paid leave benefits including parental leave, family caregiver leave, disability, sick pay, bereavement, and jury duty
  • Extended company holidays 
  • Company-wide winter break 
  • Summer Fridays 
  • Paid volunteer time

Professional and Personal Development:

  • Annual continuing education stipend
  • Collaborative workshare sessions 
  • Cross-department training

EEO Statement:

Mad*Pow is a proud Equal Opportunity Employer, and our goal is to be a diverse workforce that is representative, at all job levels, of the people we serve and the work we design. At Mad*Pow, we celebrate difference and thrive on it for the benefit of our employees, our designs, and our clients. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.