Customer Strategy Manager

Location: London / Hybrid
Contract: Permanent

An established organisation undergoing an exciting period of development is looking to appoint a Customer Strategy Manager to strengthen its approach to customer understanding, insight and experience.

This is a highly visible role for someone who can bring together customer strategy, insight and research to help an organisation better understand its customers and ensure those insights translate into meaningful business decisions.

The successful individual will combine strong strategic thinking with a hands-on approach. You will be comfortable conducting and interpreting research, identifying customer trends and needs, developing customer journeys and turning complex information into clear recommendations for senior stakeholders.

Key responsibilities

• Develop and evolve a clear customer strategy aligned with wider organisational priorities.

• Build a detailed understanding of customer needs, behaviours and experiences.

• Use a combination of qualitative research, quantitative insight and operational feedback to identify opportunities and challenges.

• Develop and improve customer journey and experience frameworks.

• Partner with data and insight specialists to identify the questions that need answering and translate findings into meaningful recommendations.

• Turn customer evidence into clear strategic priorities and practical actions.

• Work across multiple business areas to ensure customer considerations are reflected in decision-making and new initiatives.

• Engage directly with operational teams to understand the realities of the customer experience.

• Produce compelling, evidence-led recommendations and presentations for senior stakeholders.

• Build strong relationships across Strategy, Insight, Operations and other relevant functions.

About you

We are looking for someone with genuine professional experience in customer strategy, customer insight, consumer insight, customer research or customer experience strategy.

You are likely to have:

• Strong experience developing customer or consumer strategy.

• A good understanding of qualitative and quantitative research methodologies.

• Experience using customer insight to influence business strategy and decision-making.

• Knowledge of customer journey mapping and customer experience.

• Excellent analytical and problem-solving skills.

• The ability to simplify complex information and communicate a clear point of view.

• Strong stakeholder management and influencing skills.

• Experience working across different functions and bringing stakeholders together around a common objective.

• A hands-on mentality and willingness to personally develop research, analysis and strategic outputs.

• Experience working within a complex or multi-stakeholder organisation would be beneficial.