Head of Customer Strategy

Overview

In this role you will lead the customer strategy to uncover insights that drive growth and improve experience across international markets. You will transform customer and operational data into actionable improvements, partnering with senior leaders to embed customer insight in strategic decisions. You’ll shape the organisation’s voice of the customer and guide cross-functional teams to enhance retention and service delivery. This is a high-visibility opportunity to influence strategy and customer-centric execution at executive level.

Pay / Benefits

• Hybrid working arrangement
• Early finish on Fridays
• Enhanced annual leave entitlement
• Enhanced maternity, paternity and sickness benefits
• Health Cash Plan
• Employee Assistance Programme

Responsibilities

• Develop and lead the organisation's customer strategy framework across international markets
• Establish and manage a global Voice of Customer programme
• Analyse customer feedback, commercial data and operational metrics to identify trends and opportunities
• Understand customer expectations, loyalty drivers and attrition causes
• Conduct structured customer interviews to gain qualitative insights
• Identify opportunities to improve processes, service delivery and customer experience
• Analyse customer journeys to find inefficiencies and friction points
• Provide evidence-based recommendations and drive continuous improvement initiatives
• Present findings and business cases to the Managing Director and Senior Leadership Team
• Embed customer-centric decision-making across the business and support long-term strategic objectives
• Track performance indicators and demonstrate impact of initiatives
• Monitor and evaluate implemented improvements

Key requirements

• Proven experience in Customer Strategy, Business Improvement, Transformation, Customer Experience or Operational Excellence
• Strong commercial and analytical capability with ability to translate data into actionable recommendations
• Experience influencing senior stakeholders and driving organisational change
• Experience delivering customer-focused improvements with measurable outcomes
• Experience presenting insights to executive or board-level audiences
• Strong stakeholder management and communication skills

• Stakeholder management
• Communication skills
• Influence and negotiation
• Data analysis and interpretation
• NPS and CSAT familiarity
• Voice of Customer methodologies

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