Freelance CX Director

Freelance CX Director. Personalisation, global luxury brandRemote (UK-based) £575 per day, outside IR35 Start 2 November 2026A global jewellery brand wants its website, app, emails and stores to change based on how each customer shops.This first project is about working out what that looks like, what they can do now, and where they want to get to. You''ll lead the CX side, working with the agency''s strategy director and the brand''s teams around the world.What you''ll be doing:Reviewing the brand''s existing adaptive and personalisation workCo-leading 6-8 stakeholder interviewsAuditing 2-3 best-in-class adaptive experiences, in and out of sectorMapping the current customer journey and what can adapt today, where, and by whenCo-designing and running a full-day north star workshopDrafting the definition of adaptive experiences and the key moments that matterWriting the CX sections of the playbackWhat we need:CX experience in personalisation or adaptive experiences across channelsJourney and capability mapping, stakeholder interviews and workshop facilitationYou can translate data and martech (CDP, CMS, CRM) into what the experience can actually doYou spot friction in a journey and turn it into a moment worth adaptingComfortable leading sessions with senior global clientsNice to have:Solid agency experience backgroundRetail, luxury or fashion E-commerceGlobal brands with local marketsOmni-channel CRM (email, SMS, web)Measurement frameworks for experience programmesDates: 2 to ..... full job details .....