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Experience Strategist

New York, New York, United States

Experience Strategist

Proto’s Experience team designs the systems through which organizations deliver value and evolve. That includes the journeys customers take, the tools teams use, and the processes that enable innovation. We work upstream—clarifying intent, mapping complexity, and structuring solutions that align behavior, technology, and strategy.

As an Experience Strategist, you’ll help model the interactions, workflows, and frameworks that shape how organizations build and scale experiences. You’ll contribute to interdisciplinary projects that span product, service, and operational design—translating insight into clear, actionable structure. This role combines analytical thinking, strong communication, and curiosity about how things work—technically, behaviorally, and organizationally.

What you will do:

  • Design customer journeys, service models, and strategic frameworks that connect experience with business and delivery goals;
  • Conduct and synthesize research across users, stakeholders, systems, and industry context;
  • Collaborate with product, engineering, design, and operations teams to ensure strategic alignment and execution;
  • Develop models and diagrams that clarify logic, workflows, and system behavior;
  • Contribute to working sessions, synthesis efforts, and client-facing deliverables;
  • Help transform research and strategy into tools and models teams can use to make decisions and drive change.

Qualifications:

  • 2–3 years of experience in experience strategy, service design, UX strategy, or a related field;
  • Familiarity with frameworks like jobs-to-be-done, journey mapping, and systems modeling;
  • Interest in how user experience connects to underlying platforms, processes, and organizational systems;
  • Comfort working in multidisciplinary teams and navigating ambiguity;
  • Ability to bring structure and clarity to complex or loosely defined challenges;
  • Proficiency with diagramming and collaboration tools (e.g., Figma).

Bonus Experience (Not Required):

  • Exposure to scripting or low-code tools (e.g., Python, JavaScript, Zapier, Retool);
  • Experience working in complex service environments (e.g., healthcare, logistics, finance, education);
  • Understanding of business logic, data flows, or platform infrastructure;
  • Interest in innovation methods, organizational change, or AI-assisted workflows.

In New York City, the base salary for this position is $80-95K. Individual compensation varies based on job-related factors including years of relevant skills and experience, level of responsibility, and qualifications. This position reports into our Partner, Head of Experience.

Proto is a New York based company with offices at 3 World Trade. Our staff is encouraged to work-from-office on days of their choosing based on personal preferences, collaboration moments, client meetings, and all-company gatherings. We also support workplace flexibility and have made work-from-anywhere available to all staff (within a 3-hour time zone of eastern standard time zone). Our core business hours are generally 9:30am-6:00pm EST; however, due to our client service model and collaborative working culture, individual working hours fluctuate to reflect client deadlines and deliverables.

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