CX Strategist

Role Overview

We’re seeking a Customer Strategy Manager to join the Marketing Advisory and Customer Technology team. This is a highly collaborative, client-facing role is responsible for shaping and delivering holistic customer strategies for growth accounts. You will bring vision and purpose to client and internal teams, coach and enable more junior team members, and apply strong business acumen to ensure work is both excellent and commercially viable. You’ll bring a problem-solving, creative mindset to every engagement, balancing a 360-degree focus on customer and business outcomes with measurable, results-oriented thinking.

Key Responsibilities

Solve client business problems through deep strategic experience and a human-centred design approach.
Lead highly collaborative, client-facing engagements, including running meetings and workshops to align diverse stakeholder groups.
Create high-quality baseline strategy artefacts that meet or exceed expected standards, such as roadmaps, performance reporting, research briefs and customer journey maps.
Develop holistic, end-to-end strategies for growth accounts that can be delivered by delivery teams.
Design, host and facilitate client workshops that translate ambiguity into clear direction.
Build roadmaps in partnership with delivery managers and client stakeholders.
Support sales as a Strategy subject matter expert on opportunities, applying strong business acumen to link strategy to commercial outcomes.

Bring a creative, problem-solving mindset to engagements, thinking laterally and iteratively to open up new possibilities and value for clients

Skills & Qualifications

8+ years’ experience in a strategy role within an agency or consultancy environment.
Excellent written and verbal communication skills, both internally and with clients.
Proven ability to engage and influence senior stakeholders within a business.
Strong facilitation skills and the ability to problem-solve in real time, including in front of a room.
Project management expertise: timelines, milestones, risk tracking, and deliverable ownership.
Exposure to omnichannel orchestration and channel ROI analysis.
Experience in competitive benchmarking and market insight generation.
Knowledge of martech ecosystems and integration
Tertiary qualifications in a related field.