Director, CX Strategy

Director, CX Strategy

VML Canada

VML Canada is seeking a visionary Director of CX Strategy to lead and elevate our customer experience practice for premier Canadian and American clients. Reporting to the CSO of VML Canada, you will be a strategic orchestrator — bridging business objectives, human insights, and technological capabilities to drive transformation.

This is a leadership role designed for someone to help shape the overarching vision, influence executive stakeholders and drive business growth. You will not only individually contribute but also act as a catalyst for cross-disciplinary integration, ensuring our solutions create meaningful value for both people and brands.

What You'll Do

Lead the development of enterprise-level CX strategies, translating complex business challenges into cohesive, human-centric brand experiences across digital and physical ecosystems.
Orchestrate close partnerships with clients and cross-functional agency leadership (Creative, Technology, Data, Account) to architect solutions that drive measurable business impact and transformation.
Drive business development and agency growth by identifying organic opportunities, leading strategic pitches, and framing innovative approaches to complex client problems.
Establish and champion measurement frameworks, ensuring all CX initiatives are tied to clear KPIs, business outcomes, and continuous optimisation.
Champion thought leadership within the agency and for our clients, keeping teams ahead of cultural, technological, and industry shifts to inspire forward-looking work.
Mentor and elevate a Strategist within the CX practice to foster a culture of curiosity, rigorous problem-solving, and cross-disciplinary collaboration.
Who You Are

You are a systems thinker who excels at connecting the dots across disciplines — seamlessly translating high-level business intent into actionable, innovative execution. You are an empathetic and collaborative leader who builds trust with executive clients and internal teams, fostering an environment where diverse perspectives shape the best solutions. You are a bold, adaptable problem-solver who navigates ambiguity with confidence, champions brave ideas, and continuously challenges the status quo to drive meaningful impact.

What You'll Need

7+ years of experience in strategic leadership roles spanning CX, Digital Strategy, Product, or Service Design, with a proven track record of orchestrating large-scale brand ecosystems.
Expertise in enterprise marketing fundamentals, digital transformation, and integrating emerging technologies (e.g., AI, CRM, CMS, loyalty/membership programs) into cohesive customer journeys.
Demonstrated experience in leadership, senior-level client management, and contributing to successful business development or pitch efforts.
Come prepared to discuss:, your POV on the future of brand experience, and a track record of how your strategic vision directly influenced business outcomes.