Customer Experience Strategist
£50,000–£65,000 + bonus | Hybrid – 2 days a week in South West London
We’re working with an established data, technology and customer experience consultancy that combines strategy, insight, analytics, UX, CRM and marketing technology to help major organisations improve how they engage with their customers. The business is performing well, with a strong pipeline of new projects and plenty of opportunity for its strategy team to work on interesting, high-profile customer challenges.
They’re now looking for a Customer Experience Strategist to join their growing strategy practice.
This would suit someone who enjoys getting underneath a client brief, identifying the real customer and commercial challenge, and turning insight into a clear strategy and practical roadmap. You’ll work across customer experience, CRM, contact strategy, channel optimisation and broader transformation projects, helping clients make better use of their data and deliver more relevant customer experiences.
You’ll be involved from the strategic thinking through to helping clients work out what should actually happen next, so this isn’t a role for someone who wants to produce a deck and walk away.
The team is looking for someone who can balance big-picture thinking with an understanding of how customer strategies are executed across channels, data and technology.
You’re likely to have 5+ years’ experience in customer strategy, CRM, CX, planning or a related consultancy/agency environment.
You should be comfortable developing customer journeys and omni-channel contact strategies, using behavioural and customer data to shape recommendations, and presenting a clear point of view to senior stakeholders.
Experience working with marketing technology or a marketing cloud platform would be useful, as would experience building longer-term customer roadmaps and contributing to pitches or new-business opportunities.
This is a good opportunity for someone who wants genuinely varied strategic work within a consultancy that sits at the intersection of customer experience, data and technology, rather than a purely creative or brand strategy environment.
Salary: £50,000–£65,000 + bonus
Hybrid: 2 days per week in the South West London office