CX Strategist

Job Description

About the team:

Accenture Song in ANZ brings together strategy, data, creativity and technology to help Australia and New Zealand’s leading brands grow. Our team operates from Melbourne and Sydney, partnering across the broader Song network.

We’re a cross‑functional unit embedded within Song’s marketing transformation and activation capabilities—covering first‑party data strategy, omnichannel campaign execution, analytics & reporting, and marketing technology enablement. Our Customer Experience (CX) team partners with clients to design and orchestrate seamless journeys across channels, leveraging insights, design thinking, and advanced analytics. We work closely with Strategy & Consulting, Technology, and Operations to ensure every experience is relevant, measurable, and scalable.

About the role:

• Customer journey mapping: touchpoints, pain points, opportunities

• Research & insight: qualitative/quantitative, VOC, personas

• Strategy & positioning: value proposition, experience design, messaging alignment

• CX metrics: NPS, CSAT, CES, CLV, churn analysis, closed-loop feedback

• Design thinking: problem framing, rapid prototyping, user testing

• Operational excellence: process optimization, SOPs, governance

• Cross-functional leadership: stakeholder alignment, change management

• Channel orchestration: omnichannel consistency, channel ROI

• Tooling & analytics: CRM, journey analytics, data visualization

• Communication: executive storytelling, dashboards, performance reviews

Qualification

Qualifications

• 8+ years in CX strategy, service design, or experience consulting roles.

• Proven ability to lead customer journey mapping and design thinking engagements.

• Strong research skills (qualitative & quantitative) and experience with VOC programs.

• Familiarity with CX metrics (NPS, CSAT, CES) and governance frameworks.

• Hands-on experience with CRM platforms, journey analytics tools, and data visualization (Tableau/Power BI).

• Excellent communication and stakeholder management skills; ability to influence senior executives.

• Project management expertise: timelines, milestones, risk tracking, and deliverable ownership.

• Exposure to omnichannel orchestration and channel ROI analysis.

• Experience in competitive benchmarking and market insight generation.

• Knowledge of martech ecosystems and integration with CX programs.

• Degree in Marketing, Business, Design, or related field; postgraduate qualifications desirable.

Locations

Melbourne

Sydney

Additional Information

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