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Director of Engagement Strategy

New York, NY Chicago, IL
Req ID: 8431


Position at VMLY&R

About Us: VMLY&R

VMLY&R Health is a global brand and customer experience agency that harnesses creativity, technology, and culture to create connected health experiences. But what does that mean? It means we're a creative agency that is built on the promise of collaboration and human connection. Creating connected brands isn't just what we do — it's what we're known for and who we are. We empower our clients to excel at the intersection of "brand" and "customer experience," starting with simple goals: Create work that becomes part of people's lives; promote value for our clients; improve health outcomes and, in the best of cases, help the world.

We're committed to building a united global network of creators and thinkers, regardless of their age, race, skin color, religion, disability, sexual orientation, gender identity or expression. With over 12,000 employees across the globe, our influence is made stronger by applying our collective experiences to tell stories that not only sell products and experiences, but also guarantee positive representations of all communities.

Our unique culture is rooted in a great deal of care for you and your success. Above all else, we are committed to strengthening your experience by ensuring your inner potential continues to be discovered.

We also offer about a dozen employee resource groups (ERGs) that allow you to tap into your personal identities, interests and passions. Our ERGs celebrate ethnic diversity, life as a working parent or caregiver, neurodiversity, the LGBTQ+ community, wellbeing, and more. Regardless of your interests, there is no shortage of opportunities to get involved, so tap into our global network and find where you can make your ideas come to life.

As an Experience Strategy (XS) Director, you will quarterback a human-centered approach to translating human empathy and an understanding of the world into meaningful and impactful experiences. We work to anticipate emerging opportunities at the intersection of people, culture, technology and business, identifying where to play and how to win for our clients. As an XS Director, you will lead by understanding the root of client business challenges, framing problems in unexpected ways, and providing inspiration and clarity through thought leadership. Experience strategy is core to the VMLY&R CX practice, providing leadership across strategy, customer experience, digital strategy, business design and innovation.

XS Directors often operate independently, leveraging a team of junior experience strategists and cross-functional CX teams to help drive projects. XS Directors are expected to manage the investigation, synthesis and business impact of CX efforts. Like all strategists on our team, you’ll be expected to inspire change through innate curiosity, a drive for impact, and an orientation that puts strategy into immediate action.


  • Be human-centered in all you do
  • Cultivate a deep understanding of the intersection of consumer motivations and client business needs
  • Execute environment and trends analysis, translating insights into client-specific “so-what’s”
  • Orchestrate workshops with clients and senior leaders to drive strategic discussions and alignment
  • Design the business rationale for CX efforts and architect the roadmap to ensure strategy connections to action
  • Help clients make informed, smart decisions on behalf of their customer and business
  • Lead key client deliverables and work independently from experience strategy leadership
  • Be a thinker and a doer. An innovator and a visionary. A structured advisor (internal and external) with a creative imagination.
  • Partner with Account Management, Technology and Creative to grow the business
  • Grow the VMLY&R Experience Strategy and CX footprint through thought leadership and IP development

Required Skills

  • Demonstrated competency with engaging clients and diagnosing the root of the business challenge
  • Ability to work in an ambiguous environment; strong problem solving and troubleshooting skills, and a superior critical thinker
  • Proven ability to rapidly synthesize large quantities of information from a wide range of qualitative and quantitative research techniques, identify critical observations and insights, and summarize driving implications and opportunities
  • Ability to effectively lead, influence and negotiate across different disciplines, internal and external, to achieve desired outcomes
  • An innovator and visionary with a creative imagination and a way of working that inspires creativity
  • A demonstrated passion, familiarity, and curiosity with design thinking methodology
  • Strong communication skills and ability to work with senior clients

Required Experience

  • Minimum of a bachelor’s degree and a multidisciplinary background, including developing business strategy, marketing strategy, consumer insight, and/or account planning
  • MBA is preferred
  • 7-10 years of overall research, strategy, or planning experience with at least 5 years of strategic leadership experience with clients

Our Benefits

As the world leader in communications services, we rely on the creativity of our people to deliver the best work for our clients. In return, we invest in our employees by offering them a diverse suite of benefits from best-in-class carriers, with enough choice and flexibility to keep them and their families healthy and happy today and tomorrow.

  • Corporate gift matching program
  • Paid time off for volunteering
  • Paid parental leave
  • Ranked No. 1 in advertising for our adoption assistance program
  • Corporate discounts
  • VMLY&R Diversity, Equity, and Inclusion (DEI) team, which guides, celebrates, and promotes cultural literacy; increases employee engagement; recruits and retains a diverse workforce; and builds internal opportunities for people to learn and grow.

VMLY&R is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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