Experience Strategist

50 Farringdon Road, London EC1M 3HE, GB


Company description

About us

We believe in the power of ingenuity to build a positive human future.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are over 4000 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists.

We operate globally from offices across the UK, US, Netherlands and Nordics.

PA. Bringing Ingenuity to Life.

Job description

Do you crave collaboration and love creating insights that help organizations improve their agility in response to a rapidly changing market?

PA is leading the way in Digitising the Ministry of Defence; a space that is growing rapidly in utilising the latest trends, user centred methodologies, Digital Technology, and Data.

If you are a strategic thinker, passionate about technology while delivering impactful experiences, thrive in a collaborative consulting environment, eager to change the world of Defence and determination to deliver brilliant work, we invite you to apply.

What you’ll do 

As an Experience Strategist within our Digital Strategy & Experience team. You will work collaboratively with our fantastic, multi-disciplinary teams delivering the Digitisation strategy. You will be passionate about the possibilities for innovation and bringing new ways of working to facilitate large scale change, fast decision making, and improved Defence outcomes in a challenging, evolving, and exciting space.

Flexible working - We are guided by our client work and needs; however, you have autonomy to manage your time and diary to suit your work/life balance.

Responsibilities include:

You’ll lead the full lifecycle of customer experience strategy and management, from insight, to as-is mapping, vision setting & principles, future experience development, proposition/initiative ideation and prioritisation, roadmapping, CX op model, and defining and measuring CX KPIs and optimisation, including:

  • Customer Insights and Research: either independently, or in collaboration with our human insights primary research team, conduct qualitative and quantitative research to gain deep customer insights, analyse data, and identify pain points and opportunities throughout the end-to-end, omnichannel customer journey
  • Journey Mapping and Persona Development: Develop customer journey maps and personas that capture key touchpoints and ‘moments that matter’, pain points, and opportunities, providing a foundation for experience design and improvement.
  • Proposition and Roadmapping: create benefits-driven roadmaps based on prioritised initiatives (front and back of house), capabilities and enablers
  • Solution Implementation: Support clients in implementing recommended strategies by providing guidance, overseeing execution, and tracking the impact on customer experience metrics.
  • Data-Driven Decision Making: Utilise data analytics, A/B testing, and user feedback to measure the effectiveness of experience initiatives, optimise customer journeys, and deliver data-driven recommendations to clients.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams, including designers, delivery and technology experts, to align experience strategies with business objectives and ensure seamless execution.
  • Thought Leadership: Stay abreast of industry trends, customer experience methodologies, and emerging technologies, contributing to thought leadership initiatives within the firm and sharing insights with clients.
  • Stakeholder Management: Build strong relationships with clients, manage expectations, and effectively communicate strategic recommendations and project progress to stakeholders at various levels of the organisation.


Key Skills and Experience:

  • 7+ years of experience in service design, experience strategy, customer experience, user experience, or a related field, preferably within a Consulting Firm, Defence or Public Sector.
  • Strong understanding of user-centered design principles, customer journey mapping, and persona development.
  • Proficiency in qualitative and quantitative research methodologies, including user interviews, usability testing, and data analysis.
  • Experience working with cross-functional teams and managing client relationships in a consulting environment.
  • Familiarity with customer experience tools and platforms (e.g., customer journey mapping tools, analytics tools, CRM systems).
  • Excellent communication and presentation skills, with the ability to effectively convey complex ideas and recommendations to both technical and non-technical stakeholders.
  • Strong problem-solving abilities, strategic thinking, and attention to detail.
  • A passion for delivering exceptional customer experiences and driving business outcomes.

The personal attributes we’d expect for someone to be successful in this role are:

  • Confident, articulate and persuasive – clear thinking, crisp argument, summarises well, tells good stories backed with robust detail and data
  • Imaginative, innovative, creative, curious – enjoys generating ideas, novel directions, solving complex problems, entering new territory, uncovering, probing, digging into the detail
  • Able to have full and frank conversations – sensitive and robust in equal measure
  • Ambitious for the quality and impact of the work, and for the performance of the team
  • Warm – matches depth of expertise with genuine approachable friendliness and integrity to build high-trust relationships and foster an environment of inclusivity and psychological safety

Additional information

Life At PA encompasses our peoples' experience at PA. It's about how we enrich peoples’ working lives by giving them access to unique people and growth opportunities and purpose led meaningful work.

We believe diversity fuels ingenuity. Diversity of thought brings exciting perspectives; diversity of experience brings a wealth of knowledge, and diversity of skills brings the tools we need. When we bring people together with diverse backgrounds, identities, and minds, embracing that difference through an inclusive culture where our people thrive; we unleash the power of diversity – bringing ingenuity to life.

Find out more about Life at PA here.

We are dedicated to supporting the physical, emotional, social and financial well-being of our people. Check out some of our extensive benefits:

  • Health and lifestyle perks accompanying private healthcare for you and your family
  • 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days
  • Generous company pension scheme
  • Opportunity to get involved with community and charity-based initiatives
  • Annual performance-based bonus
  • PA share ownership
  • Tax efficient benefits (cycle to work, give as you earn)

Additional Information

We recruit, retain, reward and develop our people based solely on their abilities and contributions and without reference to their age, background, disability, genetic information, parental or family status, religion or belief, race, ethnicity, nationality, sex, sexual orientation, gender identity (or expression), political belief veteran status, or other by any other range of human difference brought about by identity and experience.

We are on a journey towards ensuring our workforce is diverse at all levels and that our firm is representative of the world around us. We welcome applications from underrepresented groups. Adjustments or accommodations - Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Please note: We like to recruit lots of great people into this role, across all ranks. You will see this advertised year-round and will be individually reviewed by our recruiting team who will reach out to you dependent on your suitability at this time or in the future.

Adjustments or accommodations - Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Contact the team

We look forward to hearing from you.