Jobs / Senior Customer Experience (CX) Strategist
Jobs at AKQA

Senior Customer Experience (CX) Strategist

AKQA Tokyo
EN: business
JP: business
Employment Type
Full time

Job Description

Strategists at AKQA make our clients’ business their business. Driven by an innate curiosity and a passion for problem solving and learning, they harness their cutting-edge knowledge of brands, technology, culture and societal trends to provide unique outlooks and solutions for our clients.

Senior Customer Experience (CX) Strategists at AKQA work with multi-disciplinary teams of product managers, UX designers, and technologists to drive projects related to CX, strategy formulation, digital product concept development and prototyping. You will create high quality deliverables by applying customer-centric strategic thinking to clients’ projects.

You will work closely with Strategy Directors to explore insights at the core of the customer experience, define the desired customer experience, and lead the formulation of various strategies for its realisation. You will apply customer-centric thinking and methods, guiding the project to success from both business and customer perspectives. Additionally, you may create business cases to explain commercial, social, and environmental future outcomes in collaboration with clients.

At AKQA in Tokyo, you can work in an innovative and inclusive culture surrounded by some of the most talented people in their fields. You’ll have the opportunity to learn and grow within a creative and technically advanced team, with access to ongoing personal and professional development.


  • Champion customer-centric principles and processes, ensuring outcomes meet both business and customer goals.
  • Develop the account CX strategy assets and produce key deliverables to the highest quality, while developing the craft of CX strategy and mentoring junior and mid-weight CX practitioners.
  • Demonstrate expert knowledge of all aspects of the customer-centric approach, and the ability to apply this knowledge flexibly across a variety of project types.
  • Successfully guide projects by representing both business and user perspectives from a customer-centric lens. 
  • Collaborate with teams from different disciplines to develop integrated solutions. 
  • Develop and provide innovative strategies that meet client objectives. 
  • Create high quality, commercially viable and attractive proposals and presentations that effectively respond to client needs. 
  • Manage multiple projects simultaneously and ensure timely delivery of high-quality results. 
  • Build and maintain quality relationships and engagement with key clients.
  • Contribute to a team culture that embraces diversity and inclusivity, promotes work-life balance, fulfillment, and job satisfaction. 
  • Ensure that AKQA can continue to provide cutting-edge solutions by being well-versed in industry trends and best practices.


  • Extensive experience in business strategy; implementation of innovative, interactive, customer experience-focused solutions.
  • Experience developing and implementing innovative, interactive, customer experience-focused solutions for clients in various industries. 
  • Experience explaining and applying strategy and policy roadmaps, business and customer needs. 
  • Experience planning, conducting, analysing research methods, and using accumulated data to effectively apply insights to new clients, products, and services. 
  • Experience verifying research and ultimately deciding which direction to productise or produce. 
  • Experience collaborating with multidisciplinary teams to develop integrated solutions. 
  • Proficiency in Japanese and English; verbal and written communication.
  • Ability to build effective relationships with a variety of stakeholders, providing leadership and inspiration. 
  • Ability to innovate and think creatively to achieve results. 
  • Ability to proactively seek solutions to any internal and external needs identified.
  • Ability to foster a culture of positivity, passion, and energy for the client's business.

About the Company

AKQA is a design and innovation company that employs 2,200 professionals across 20 countries. Awarded the Cannes Lions Grand Prix for Design in 2021, and named by Gartner as one of the world’s leading marketing agencies in 2021. Winner of Fast Company’s World Changing Ideas in 2021 and recognized as a Fast Company Best Workplace for Innovators in 2020. Most recently, AKQA was awarded the Great Place to Work Certification.

AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA’s ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, colour, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.