Senior Experience Strategist

ZS•Philadelphia, PA

fulltime

Business Development and Sales

5+ years

About the role

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, our most valuable asset is our people. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning; bold ideas; courage and passion to drive life-changing impact to ZS.

Our most valuable asset is our people .

At ZS we honor the visible and invisible elements of our identities, personal experiences and belief systems—the ones that comprise us as individuals, shape who we are and

make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.

Within ZS' Business Technology group, the Digital Experience & Design Expertise Center (DXD) works with clients to design effective technology solutions that support & enhance critical business processes and manage the implementation of those solutions.

The DXD team, specifically, spearheads a variety of user experience engagements from large scale business transformation and customer experience initiatives to interactive dashboards, Web portals, and applications for mobile and desktop.

Senior Experience Strategist We seek a Senior Experience Strategist to work with our clients to form and create engaging experiences across channels to ensure interactions are meaningful between customers and businesses. If you are passionate about working at the intersection of strategy, design, research and technology to deliver meaningful innovation through human-centered design practices, and seek to contribute to a new and rapidly-growing expert team, then we want to speak with you. A passion for and expertise or background in health and health-related experience design is a distinct asset. As the largest health-focused consultancy in the world, we have a unique opportunity and responsibility to shape and improve health futures for all stakeholders.

What You’ll Do:

Design and deliver new services, products, and brand experiences that solve customer problems, increase brand value, and inspire people.
Create best-in-class human-centered design deliverables to articulate customer research insights and strategies, crafting a range of design artifacts including experience maps, user journeys, service blueprints, and personas.
Partner and collaborate with cross-disciplinary teams throughout all phases of the design process, from client alignment and context understanding to opportunity exploration, strategy setting, and creating actionable design expressions.
Execute qualitative customer research using design, behavioral, ethnographic, and market research techniques, applying insights to inform design decisions.
Elicit requirements through stakeholder interviews, working from problem statements, articulating business objectives, and asking the right questions to inform design thinking processes.
Lead rapid iteration cycles and design sprints to prototype experiences across various mediums, realizing final solutions.
Present design solutions with precision and personality to a variety of business stakeholders, clients, and internal colleagues through polished verbal and visual communication.
Plan and facilitate Design Thinking workshops to foster creative collaboration and evangelize customer centricity with clients and colleagues.
Integrate AI technologies to enhance user experience and drive innovation in design solutions.

What You’ll Bring:

Open to candidates with backgrounds in design research/ethnography, design strategy, and service design (and related disciplines), who are eager to develop their skillset across these qualifications.
Bachelor’s degree required (Master’s preferred) in design, design strategy, design research, service design, industrial design, psychology, anthropology, or a related discipline focused on social science and design communication, with a demonstrated record of academic success.
3-5+ years of experience applying Design Thinking methods to achieve successful business outcomes; experience in the Life Sciences and Healthcare industry is an additional asset.
Experience with the user-centered design (UCD) process and designing complex, multi-channel customer experiences.
Familiarity with digital product management and agile methodologies.
Exposure to and comfort with foresight/futures and service design methodologies will be considered an important asset.
Fluency in design research techniques such as ethnography, contextual inquiry, user interviews, and usability testing, alongside in-depth practice applying findings from research studies to the experience design process.
Basic visual design capabilities will also be considered an asset.
Ability to travel for research and to client locations (10-25%) to work with teams and provide in-person expertise.

Additional Skills:

Curious, results-driven, confident, and committed to professional growth. Candidates will thrive in our team culture that embraces challenges and initial ambiguity while playing hard and working hard.
Ability to work independently, prioritize time effectively, and respond quickly. Will actively contribute to formulating business strategies and experience design recommendations.
Strong interpersonal skills with the ability to listen and build rapport with research participants, designers, and cross-disciplinary project teams. Comfortable working in cross-functional teams, including designers, business consulting teams, and project managers.

*Please include a link to your portfolio, if available*

How you’ll grow:

Cross-functional skills development & custom learning pathways
Milestone training programs aligned to career progression opportunities
Internal mobility paths that empower growth via s-curves, individual contribution and role expansions

Perks & Benefits: At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well‑being, financial future, time away, and professional development. With robust skills‑building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you’ll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community. For details on total rewards in United States, visit ZS US office locations | Where we work | ZS.

Hybrid working model: We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.

Travel: Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.

Considering applying? At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.

If you’re eager to grow, contribute, and bring your unique self to our work, we encourage you to apply.

ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

To complete your application:

Candidates must possess or be able to obtain work authorization for their intended country of employment. An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.

NO AGENCY CALLS, PLEASE.

Find Out More At:

www.zs.com

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