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Consulting
Hybrid Adhoc/Occasional
Full time
Mexico City Mexico
Consulting
Brand Experience
City
Mexico City
Country
Mexico
About This Role
The Experience Strategist leads experience design for the New Product transformation, translating qualitative insights into actionable, future-state journeys that directly inform process design, requirements, and implementation. This is a strategic, synthesis-driven role operating at the intersection of customer experience, operations, and delivery. The role ensures that personas, journeys, and service blueprints are grounded in real operational and platform realities, and that experience intent remains tightly connected to execution throughout the initiative.
This is not a purely visual UX role nor a standalone research role. Instead, it requires strong strategic thinking, facilitation skills, and the ability to bridge CX vision with operational feasibility in a regulated, multi-stakeholder environment.
What You Will Work On
Experience Discovery & Insight Synthesis
  • Lead interviews, discovery sessions, and cross-functional workshops
  • Synthesize insights into experience themes and Moments That Matter
Persona Development
  • Develop and maintain decision-useful personas
  • Ensure personas actively inform journeys, design decisions, and process discussions
  • Journey Mapping & Future-State Visioning
  • Create current-state and future-state journeys
  • Ensure journeys are end-to-end, multi-persona, and platform-aware
Service Blueprinting & Experience Artifacts
  • Develop service blueprints linking experience to operations and systems
  • Produce implementation-ready artifacts that inform delivery teams
  • Execution Continuity & Collaboration
  • Partner with Process and BA teams to preserve experience intent during implementation
  • Support scenario simulations and feasibility validation
  • Ensure experience principles translate into real delivery decisions
What You Will Bring
Experience
  • 5+ years in experience strategy, service design, or CX roles
  • Experience in complex, multi-persona ecosystems (B2B2C preferred)
  • Insurance, healthcare, or financial services experience strongly preferred
  • Experience in regulated, platform-based environments
  • Strong persona development and journey mapping expertise
  • Service blueprinting and insight synthesis
  • Excellent facilitation and storytelling skills
  • Platform-aware, execution-oriented design mindset
  • Ability to bridge CX strategy with operational reality

Tools & Methods
  • Journey mapping and blueprinting tools (e.g., Miro, FigJam)
  • Workshop facilitation methods
  • BPMN familiarity (interpretation level)
  • Confluence, SharePoint, and collaboration tools
Language Requirements
  • Fluent English (client-facing)
What You Can Expect
  • An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.
  • Compensation commensurate with your qualifications, experience, and other factors including geographic location, market and operational factors. 
  • Total Rewards include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off and Paid Sick Time (in geographies where legally required).
What We Do
At RGP, we're creating a future where businesses produce their best work without constraints. We've built a global network of over 2,600 experts across four regions, providing a comprehensive suite of solutions across on-demand talent, next-generation consulting, and outsourced services to support organizations at every stage of their growth journey. Trusted by Fortune 100 companies and emerging disruptors alike, we challenge conventional ways of working, drive growth, and pave the way for long-term success through bold innovation and fearless collaboration.

Our values guide everything we do and strengthen our commitment to people. By combining smart processes, human-centered design, and advanced technology, we celebrate our team's excellence and ensure we grow together. We believe in the power of continuous learning and development to drive both individual and organizational success. It’s time to rethink how work gets done. Dare to Work Differently® with RGP.

RGP is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, or any other legally protected trait and encourage all applicants to apply. 
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