Freelance CX Director

Freelance CX Director. Personalisation, global luxury brand

Remote (UK-based)
£575 per day, outside IR35
Start 2 November 2026

A 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 work
• Co-leading 6-8 stakeholder interviews
• Auditing 2-3 best-in-class adaptive experiences, in and out of sector
• Mapping the current customer journey and what can adapt today, where, and by when
• Co-designing and running a full-day north star workshop
• Drafting the definition of adaptive experiences and the key moments that matter
• Writing the CX sections of the playback

What we need:

• CX experience in personalisation or adaptive experiences across channels
• Journey and capability mapping, stakeholder interviews and workshop facilitation
• You can translate data and martech (CDP, CMS, CRM) into what the experience can actually do
• You spot friction in a journey and turn it into a moment worth a...