Digital Experience Strategy & Research Director

Job Description:

We Dream. We Do. We Deliver. 

At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.  

We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. 

Why Choose Merkle?

Innovation at Our Core: As part of dentsu’s global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we’ve been innovating to meet the changing needs of our clients. 

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees’ network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions. 

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You’ll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way. 

Job Summary

We are seeking a Digital Experience Strategy & Research Director to join our growing Experience Design (DX) practice in Lisbon. This role will be central to shaping and delivering strategic and research-led design programmes for our clients across industries. You will bring expertise in customer experience strategy, digital product management, and research, ensuring our work delivers measurable value for both users and brands. 

As a senior member of the practice, you will be responsible for leading client-facing delivery; scoping, planning, and executing strategic engagements and research programmes, while collaborating closely with designers, technologists, data specialists, and account leads. This is a delivery-focused role with no line management responsibilities, ideal for someone who thrives in hands-on project leadership and strategic advisory. 

Key Responsibilities

• Experience Strategy: Lead the definition of digital experience strategies (web, app, omnichannel) that connect customer needs with business goals, brand positioning, and technology capability. 
• Product Management: Apply product ownership/management expertise to help clients define product visions, prioritise backlogs, and shape roadmaps that translate strategy into execution. 
• Research Leadership: Plan, design, and deliver user research programmes, from exploratory discovery through to usability testing and validation, leveraging both qualitative and quantitative methods. 
• Insight to Action: Translate customer and market insights into actionable product and design recommendations, frameworks, and roadmaps. 
• Client Engagement: Act as a trusted advisor to senior client stakeholders, presenting and facilitating workshops, research readouts, and strategic recommendations with clarity and impact. 
• Cross-Disciplinary Collaboration: Work closely with experience designers, data analysts, and technologists to ensure strategies and roadmaps are practical, evidence-based, and execution-ready. 
• Delivery Excellence: Scope, manage, and deliver strategy, product, and research projects on time and within budget, ensuring quality and consistency across engagements. 
• Thought Leadership: Contribute to the evolution of the Experience Design practice by bringing new perspectives on research, innovation, and product strategy. 

Key Skills & Experience 

• Proven Experience: 8+ years in experience strategy, product management/ownership, service design, or related fields, ideally within a consultancy, agency, or digital transformation environment. 
• Product Management Expertise (Required): Strong knowledge of product management principles, including defining product vision, shaping roadmaps, backlog management, and aligning cross-functional teams. 
• Research Expertise: Skilled in applying research methodologies (qualitative interviews, usability testing, ethnography, surveys, analytics) and integrating insights into product and experience strategies. 
• Strategic Acumen: Ability to shape and articulate digital product and experience strategies that align with broader customer experience and brand ambitions. 
• Client-Facing Confidence: Skilled in engaging senior stakeholders, facilitating workshops, and communicating complex insights in a clear, compelling way. 
• Delivery Skills: Strong project leadership and organisational skills with experience managing multiple workstreams and deadlines. 
• Collaboration: Comfortable working in cross-functional teams across design, data, media, and technology. 
• Industry Range: Exposure to multiple sectors (e.g. e-commerce, financial services, healthcare, FMCG) is an advantage. 
• Language: Fluent in English 

Expectations of the Role 

• Deliver high-quality, insight-driven strategy, product, and research work for a range of Merkle clients. 
• Act as the strategic, product, and research lead on projects, from discovery through delivery. 
• Provide clear, actionable recommendations that drive both customer impact and business performance. 
• Work collaboratively with Lisbon-based teams and global Merkle colleagues across EMEA. 
• Champion the value of product management, research, and experience strategy within Merkle’s CXM proposition. 
• Contribute to proposals and business development efforts when required, showcasing expertise and credibility.

*Work visa sponsorship is not available. For local documentation (NIF, NISS), please consult Portuguese authorities. 

Additional Information

Benefits And Perks:

🌴25 Vacation Days

🤝 Enjoy 2 additional volunteering days to support your passion project 

💖 Mental Health: Benefit from 3 extra wellness days on top of your vacation days and a Mental Health First Aider and Employee Assisstance program to support your well-being 

🏥 Health insurance (also possible for family members) 

💻 Cutting Edge Technology & Latest IT tools 

🏢 Software-House Environment

⌛ Agile and Flexible working hours 

🌍 Hybrid work system (remote friendly) 

✈️ Digital nomad policy 

🚀 Focus on career development 

🎓 Full access to Dentsu Academy, our global online learning platform 

🍻 Beers, foosball, and ping-pong! #workhardplayhard 

🥐 Free breakfast every second Tuesday of the month 

🛍️ Employee Discounts

🎉 Team & Company events 

💸 Referral bonus program 

*At dentsu, Diversity, Equity, and Inclusion (DEI) is central to our vision: "To be at the forefront of people-centered transformations that shape society."  

We cherish the unique talents and perspectives of all individuals, welcoming applicants regardless of gender, gender identity, nationality, religion, ethnicity, cultural background, sexual orientation, age, physical or mental ability. By embracing diverse perspectives, we create meaningful change and sustainable growth for our people, clients, and society. Our hiring decisions are guided by qualifications and role-specific requirements, ensuring a workplace free from discrimination and harassment. 

#Li-Hybrid #Li-Merkle

Location:

Lisbon

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent