Lead Experience Strategist

H&R Block

Full Time

Senior

101k-162k

17 days ago

Job Description

About the Role

Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block! H&R Block is seeking a Lead Experience Strategist to spearhead innovation and drive our 2030 strategy forward. This pivotal role will guide product and operational teams across the omni-channel end-to-end journey, facilitating discovery, identifying signature moments, and ensuring seamless experience delivery.

Key Responsibilities

Provide visionary leadership and strategic direction to product and fieldOps teams, ensuring alignment with overall business goals and harmony with customer needs.
Develop and implement strategies to deliver cohesive and compelling omni-channel experiences across all touchpoints.
Lead discovery processes to uncover customer insights, identify opportunities for innovation, and define signature moments within the customer journey.
Collaborate with cross-functional teams to ensure the smooth transition from strategy to execution, maintaining high standards of experience delivery.
Facilitate alignment across product teams, ensuring consistency and coherence in the delivery of in-person and digital experiences.
Establish and monitor key performance indicators (KPIs) to measure the success of experience strategies and initiatives.
Engage with stakeholders to communicate strategies, gather feedback, and drive buy-in for experience initiatives.
Stay abreast of industry trends and best practices, continuously refining strategies to enhance customer experiences.
Develop and maintain experience strategy frameworks, playbooks, and collaborative software templates (Miro / FigJam).

Requirements

Minimum of 8 years of experience in experience strategy, product management, design or related roles, with a proven track record of driving innovation and delivering exceptional customer experiences.
Bachelor's degree in Design, Research, HCI or related field; Master's degree preferred.
Strong strategic thinking and problem-solving skills.
Excellent communication and collaboration abilities.
Proficiency in customer journey mapping and experience design.
Expertise in cross-functional collaboration and workshopping.
Ability to work effectively in a fast-paced, dynamic environment.
Familiarity with digital and in-person experience delivery.

Nice to Have

Experience in digital and in-person experience delivery.

Qualifications

Educational background in Design, Research, HCI or related field; Master's degree preferred.

Benefits & Perks

Competitive compensation and benefits to support your health and well-being.
Participation in incentive compensation or short-term incentive plans.
Medical and prescription drug coverage.
H&R Block Retirement Savings Plan (401(k)).
Employee Assistance Program.
Virtual fitness center programs.
Associate discount program.
Automatic enrollment in Business Travel Accident Insurance.
Additional benefits detailed at blockbenefits.com.

Working at H&R Block

Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. We value challenges as opportunities, teamwork, and making a meaningful difference.

Apply Now