New York

Associate Director, Experience Strategy

Your community:

We’ve always been ambitious for the work and optimistic for the world, pushing what’s possible, exploring new ways of doing things and using our creativity to make a difference.  Our strategy community makes sense of the complex and ambiguous nature of our client challenges and provides the clarity and cut through needed to move the business forward.  

Your role:
This role is to help shape our projects with a clear view into the user experience and journey, skillfully navigating brand architecture and experience issues and delivering consistently as the go-to experience expert on the team. You should be hands-on and versatile; going deep into the experience and brand to ensure insights and recommendations have tangible impact, providing real-world perspective and user-centric insight in the face of change.

You are responsible for: 

Shaping the approach to experience strategy on brand strategy and design projects 

  • Partnering with brand strategists and brand designers internally and client-side
  • Having a strong grasp on experience strategy fundamentals like mapping customer journeys, articulating experience principles, and developing brand ecosystems 
  • Leading aspects of pitches and helping to win them
  • Working across multiple projects - up to three at any one time
  • Learning about our change offer and helping your clients explore how we could help bring customer experience thinking into their organization
  • Helping to complement and cross-train our Strategy community by introducing them to new experience skills, tools and approaches 
  • Creating notional mock-ups and comps that bring your thinking to life 
  • Being curious and collaborative with other disciplines to help address your clients business challenges and make the impact they desire 
  • Identifying where experience strategy would add value to new/existing projects 
  • Build your leadership skills so that you can shape and guide other team members
  • Acting as an ambassador for Wolff Olins both internally and externally


You should:

  • Have sufficient UX experience across all fundamental aspects of experience strategy to comfortably partner with brand strategists on projects and build trust with clients. 
  • Be confident collaborating and presenting experience strategy to clients and teams to help them see new perspectives and unlock new opportunities.
  • Have a wide  range of experience strategy and design tools, skills and methods to help you manage and deal with ambiguous and complex client challenges, and be able to bring your ideas to life with tangible demonstrations, mock-ups and comps.

You will:

  • Be an effective communicator —in writing or person, you should be persuasive and articulate. You enjoy presenting and can clearly express your point of view.  You listen to others and feel comfortable challenging convention with conviction
  • Build long-lasting relationships—you enjoy expanding your network and quickly establish rapport with your team and clients, with an interest in beyond transactional interactions to bringing everyone on the journey with you
  • Push the boundaries—always seek to push the work further, having the ability to understand the core issue and trust your judgement.  You enjoy learning at pace and often on the job. You take the initiative to gain further sight from multiple mediums. 
  • Cultivate optimism—you are optimistic for the world and our work, seeing challenges and opportunities, and thrive in bringing clarity to ambiguity. You are receptive to feedback, actively encouraging others to critique work to push it forward.
  • Show resilience—you should have the confidence to give clients the confidence to change. You work well under pressure and feel comfortable speaking and answering questions in a variety of settings and audiences. You are comfortable disparate inputs and viewpoints 
  • Create new ways forward —You enjoy studying dynamics and principles at play within any challenge and putting forward new concepts and solutions.  You should be inventive, imaginative, and determined to discover or create new ideas to make our work impactful and transformative.