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 adapting
• Comfortable leading sessions with senior global clients

Nice to have:

• Solid agency experience background
• Retail, luxury or fashion e-commerce
• Global brands with local markets
• Omni-channel CRM (email, SMS, web)
• Measurement frameworks for experience programmes

Dates:
2 to 20 November, 5 days a week
23 to 27 November, 1 day
A likely extension from 14 December 2026 to 19 February 2027, so you'll need to be free to carry on.

If this sounds like you, apply with your CV and portfolio or case studies.

*Rates depend on experience and client requirements