Company Description
Taking a people-centred approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.
Job Description
Role Summary
As Chief Experience Officer you will provide strategic leadership to support teams anticipating, understanding, and accessing client’s business problems, and personally lean into CMO / CTO relationships. You will bring equal understanding of brand, business, and customer, and in doing so bring more horizontal creativity to our product. Specifically connecting CX into our marketing, product and commerce solutions, you will support client’s growth via connected, integrated digital experiences, fluid design systems, product innovation, service design and relevant application of emerging technology.
In this newly created UK group role , you will be the figurehead for an Experience community of practitioners across Strategy, Design, CRO, Service Design, UX, Brand and UI; supporting teams to work more efficiently, with greater passion and effort, and with high quality output to elevate the craft of Experience Design.
You will be the tone setter, evangelist, and thought leader on modern and evolving user experiences, nurturing client relationships, and guiding teams towards creating impactful brand interactions in the evolving landscape of consumer experience, marketing, digital products, and connected spaces.
Pivotal in dentsu’s evolution towards a stronger “Experience positioning”, you will collaborate with regional and global counterparts to develop and strengthen dentsu’s position within Customer Experience.
Responsibilities
Client Engagement & Customer Experience Leadership:
- Engage with key clients alongside account teams, offering expertise in customer experience design and brand interaction strategies, supporting our client service and growth teams.
- Educate clients on our capabilities in enhancing customer and digital experiences, aligning these with their business objectives to drive growth.
- Develop and present content for analyst engagements, responses to RFIs/RFPs, and external communications focused on media relations and partnerships, emphasizing experience design.
- Main and foster a public-facing brand and position of thought leadership in the space of modern experience design, customer experience strategy, and human-centered experience transformation.
- Evangelise ‘Experience’ externally and within dentsu: Working as an ambassador for our E&C services to build awareness, understanding and respect for the practice. The CXO should be expected to be a go-to person always able to support on industry & craft trends and opportunities.
Partner Collaboration & Experience Innovation:
- Cultivate relationships with regional and global partners.
- Spearhead initiatives with major partners like Microsoft, Google, Meta, Salesforce, Adobe, and other key technology partners focusing on enhancing customer experience strategies.
- Work with emerging partners and Dentsu Innovation Initiative (DII) investment companies on developing customer-centric solutions.
Team Leadership & Experience Vision:
- Lead in building top-tier teams specialized in experience design and experience strategy across the realm of digital products, digital experience, and marketing.
- Drive the vision for integrating customer experience insights and technology in developing transformative business solutions and brand experiences.
- Codifying our product, from CX mapping to innovation development
- Position dentsu and Merkle as a frontrunner in customer experience solutions for the next decade.
Business Connectivity & Experience Integration:
- Serve as a liaison between UK&I, regional and global teams, including dentsu in Japan where appropriate fostering opportunities and collaboration in experience design.
- Work in close proximity with our Technology lead and Effectiveness experts.
Thought Leadership in Experience Design:
- Engage in activities promoting thought leadership in customer experience trends, technology’s influence on consumer interactions, and dentsu and Merkle's expertise.
- Collaborate with experts, media, analysts, and industry leaders to advocate dentsu and Merkle's vision in experience design.
- Represent dentsu and Merkle in various forums, including academic institutions, focusing on customer experience innovation.
Organizational Design & Customer-Centric Methodology:
- Work with dentsu & Merkle and leadership in contributing to a global experience design community.
Focus on organizational design, enhancing capabilities, and adopting customer-centric methodologies
Qualifications
Key Skills & Experience
- Proven experience in a leadership role focused on Customer Experience, Digital Experience, or Brand Experience.
- Extensive experience and heritage working across growth and delivery in a design firm or digital consultancy.
- Proven history leading experience strategy development for clients at the SVP and C-Suite level.
- Experience of collaborating across regions on complex client opportunities and initiatives.
- Expert-level knowledge of "what good looks like" in modern design and UX-thinking.
- Strong understanding of technology and how it can be utilized to enhance customer experiences.
- Demonstrable ability to build and maintain client and partner relationships.
- Excellent leadership and team management skills, with experience of nurturing high-performing teams.
- Expert ability to pitch confidently and win both hearts and minds in high stakes presentations.
Additional Information
Dentsu is an equal opportunity employer. We do not discriminate based on sex, gender identity, race, color, national origin, religion, sexual orientation, disabilities or any other protected basis because we believe the best and brightest come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.
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