Customer Strategy Lead

Skills

About the Role

You will act as a strategic advisor to segment and brand leadership, bringing the voice of the customer into critical business decisions. Rather than producing research yourself, you will connect customer understanding, market dynamics, competitive context and commercial performance to shape growth strategy, portfolio choices, proposition development and customer experience priorities. You'll sit as a virtual member of a leadership team, frame the critical questions the business needs to answer, synthesize diverse inputs into clear narratives, and shape the learning agenda for your segment alongside the wider Insight team. You will be based in London and work in a hybrid arrangement of three days per week in the office.

Requirements

• Significant experience in customer insight, strategy, consulting or a closely related field, ideally in consumer technology, subscription, financial services or adjacent categories
• Proven track record of partnering with senior stakeholders on major strategic or commercial decisions such as portfolio strategy, brand positioning, proposition development, experience design or go-to-market
• Experience synthesising multiple data and insight sources including qual, quant, analytics, CX and market intel into concise decision-ready outputs
• Demonstrated impact in turning insight into action, influencing real changes in products, experiences, communications or commercial strategy
• Strategic, structured thinking with ability to frame problems and prioritise questions
• Strong storytelling and communication skills for senior audiences
• Commercial acumen and understanding of brand growth, P&Ls and customer behaviour
• Collaborative and credible working style across teams in a matrix environment
• Ability to influence without authority

Responsibilities

• Act as a trusted advisor to the Segment Lead or Brand Lead and their virtual leadership team on segment strategy, performance, customer base and competitive context
• Frame and refine critical business questions such as portfolio choices, proposition direction, target audiences, pricing and packaging, and experience priorities
• Bring a customer- and evidence-centred perspective into business planning, roadmap discussions and major investment or trade-off decisions
• Represent the voice of the customer in key forums, challenging constructively and highlighting risks and opportunities
• Synthesize evidence from customer insight, analytics, CX, market intelligence, commercial performance and external trends into strategic recommendations
• Develop compelling narratives, presentations and workshops that help leaders move from evidence to decision
• Support stakeholders in evaluating strategic options and trade-offs relating to growth, customer experience, proposition development, portfolio choices and go-to-market decisions
• Ensure insight programmes and strategic initiatives result in tangible business action
• Work with stakeholders and Insight team colleagues to frame projects against the right strategic questions
• Define and maintain a prioritised learning roadmap for the business area
• Spot knowledge gaps and emerging questions and translate them into clear briefs and programmes of work
• Act as a connector across functions, joining up signals across teams and sources into a unified view of customer needs and market dynamics
• Play a leading role in developing the quarterly State of Play integrated customer narrative

Benefits

• Company-paid private medical insurance, dental and vision benefits
• Employee Assistance Programme (EAP) for mental health and wellbeing support
• Group Personal Pension Plan with auto-enrolment for eligible employees
• Employee Stock Purchase Plan (ESPP)
• Unlimited Paid Time Off after statutory annual leave is used, plus company holidays
• Tuition Reimbursement up to £5,150 per calendar year
• Wellness Reimbursement up to $450 per year
• Sustainability Allowance of $500 annually for sustainable home improvements
• Adoption assistance, family support services, legal assistance plans and employee discounts