Experience Design Director (CX)

Posted Date 3 months ago(21/10/2020 3:33 AM)
Job ID
# of Openings
Information Architecture/UX


Leader of the Experience Design practice - focused on developing the GOJ capability enabling total customer/brand experience for our clients. Managing a cross-functional team of strategy-design-technology in the delivery of digital-enabled marketing experiences (in service of brand, commerce, service, or loyalty objectives).


  • Articulate critical client problems around CX and develop solutions based on category understanding, client capability, competitive landscape, cultural tension, and customer insights.

  • Conduct CX assessment on client’s current engagement platforms, such as official website, e-commerce platform, Social media, Apps, and other emerging platforms. Identify improvement opportunities on architecture, interface, functionality, and overall experience in support of business objectives.

  • Lead regular study on competitive and leading practices, keep up with emerging CX trends. Shape perspectives on CX design principles and apply to different client situations.

  • Articulate customer needs and expectations on a given platform via deep understanding of customer persona & journey as well as understanding of client business problems.

  • Develop platform positioning, defining the roles of each platform and how they interact with one another. Articulate the objective of a given platform and develop platform strategy, underpinned by a few key user scenarios.

  • Collaborate closely with Creative colleagues to outline information architecture, design interface, and visual expression. Work closely with Delivery colleagues to run UAT and continuously optimize overall experience.

  • Analyze users’ overall on- platform journey (landing, browsing, click through, drop off, etc.) and recommend on how to optimize path to purchase / booking / action.

  • Elevate the standard of effectiveness and creativity through pursue of high-quality work, on- job training to teams, case writing, and collaboration with different business units across whole company.

  • Potentially manage a team 10 people. CX Research & Strategy, CX/Service Design, and CX Operations (PMO/Tech). 


  • Fluent English and business Japanese a minimum.
  • Ideally 10-15 years of experience in strategy, marketing, UX, Internet Companies, Design House, tech start-up, or consulting. Or demonstrate strong desire and potential to learn and do the above.

  • Bachelor’s degree or higher. Marketing, Psychology, Design majors preferred.

  • Influencing skills, collaborator, inspiring, leadership, flexibility.

  • Ability to handle ambiguity, pop-culture omnivore, good sense of humor, and an engaging personality. 


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