Tokyo, Japan

CX Strategist and Service Design Lead

Lead CX Strategist/Service Designer





As a CX Strategist and Service Design Lead you’re a high-performing leader who ensures the experiences created by AKQA are of the highest quality possible. Your role involves: exercising an intellectual curiosity; championing customer-centric processes and techniques; building and managing client relationships; fearlessly telling clients things they may know, but are afraid to hear; and, collaborating with interdisciplinary project teams to inform innovative solutions. You will guide  junior CX and Service Design practitioners, ensuring that they are also able to meet the standards expected by the agency and the client.

You have the knowledge, skill-set, and experience to lead CX Strategy and Service Design projects from end-to-end. It’s also important you lead by example and demonstrate your craft. You work with design and other disciplines to prepare and deliver presentations. 


The ultimate responsibility of a CX Strategist and Service Design  Lead is to lead AKQA CX and Service Design projects and produce key deliverables to the highest quality. You will actively manage the expectations of key stakeholders, both internally and externally, to ensure we are meeting the needs of our clients while delivering an exceptional end result.



Key Responsibilities



  • Provide leadership, inspiration and positively influence others.
  • Inspire innovation and creative thinking to deliver results.
  • Empower team members and encourage responsibility and accountability.
  • Foster a culture of proactivity, passion and energy for clients’ businesses.
  • Embody a culture of continuous improvement, embracing diversity and inclusion
  • Support AKQA’s local leadership team initiatives.
  • Foster cross-discipline collaboration and readily provide consultation and assistance to the broader team.
  • Ensure AKQA’s Values are reflected in our work and team
  • Embody a culture of continuous improvement, embracing diversity and inclusion.
  • Celebrate successes.


  • Plan the activities and estimate the effort required for proposed work.
  • Ensure all output from the team is of the highest quality.
  • Design processes, workflows and protocols, and ensure they are complied with.
  • Knowledge management and retention across CX.



  • Develop the ability of individual team members through assigning tasks that stretch and challenge their knowledge, ensuring the highest quality of delivery standards at all times.
  • Contribute to a team culture and environment that promotes and supports work/life balance, fulfillment and job satisfaction.


Business Growth

  • Deep understanding of AKQA’s clients’ businesses and their business objectives.
  • Work with discipline teams to align design, creative and technology with client needs and business objectives.
  • Work with CST to define and expand clients’ digital ecosystems.
  • Work with CPs (at times lead) to identify and convert opportunities.
  • Quality creation of commercially viable and attractive proposals and presentations.
  • Promote market leading service and product solutions to AKQA’s clients.
  • Develop case studies for CX Strategy and Service Design output, innovations and processes.
  • Ensure the quality of key client relationships and engagement.
  • Respond effectively to client needs.
  • Surprise and Delight.





  • Proven experience (10+ years) in account management or consulting with large Japanese enterprises, specifically in end-to-end customer experience.
  • Strong understanding of customer experience principles, methodologies, best practices, and digital technologies that bring the vision to life.
  • Excellent interpersonal and communication skills, with the ability to effectively engage and influence stakeholders at all levels.
  • Demonstrated ability to lead and motivate teams to achieve project goals.
  • Proficient in both Japanese and English. (written and spoken).



  • Identify opportunities to improve quality and increase efficiency through cross-discipline collaboration.
  • Champion customer-centric principles and processes ensuring outcomes meet both business and customer goals.
  • Apply solid CX Strategy and Service Design principles while looking for opportunities to innovate.
  • Demonstrate expert knowledge of all aspects of the customer-centric approach and the ability to apply them flexibly across a variety of project types.
  • Embody a CX Strategy and Service Design mindset having successfully engaged human centered design frameworks, methodologies and research for clients.
  • Be able to lead accounts as a consultant to clients across various solution frameworks (i.e agile).
  • Lead teams to deliver end-to-end CX Strategy and Service design projects.
  • Ensure the quality of key client relationships and engagement.
  • Ensure AKQA are up-to-date on the latest CX Strategy and Service Design assets, trends & methodologies.


Technical Knowledge

  • Workshop facilitation
  • Stakeholder & customer interviews
  • Ethnography
  • Develop, deploy and synth quantitative surveys
  • Contextual Inquiry 
  • Research Synthesis
  • Data Collection
  • Data Analysis
  • Statistical Analysis
  • Heuristic CX reviews
  • Landscape & competitor reviews
  • Lead Ideation and innovation development
  • CX roadmaps
  • Customer experience mapping
  • Persona mapping
  • Service Blueprints
  • Digital CX strategy
  • Multi-channel CX strategy
  • CX measurement frameworks


AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA’s ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.


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CX Strategist and Service Design Lead — Tokyo


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