Customer Experience Strategy Consultant

Job Title: Customer Experience Strategy Consultant Location: London Working Pattern: Hybrid – 2–3 days per week in the office Salary: Up to £65,000 10% bonus benefits About Us We are a leading consultancy specialising in Data, Marketing Technology, and Customer Experience. We help clients achieve meaningful results through exceptional service, deep domain knowledge, and innovative, tech-enabled solutions. Our team supports clients in acquiring, developing, and retaining customers through smart, insight-led strategies. We combine high-quality consumer data with advanced technology to deliver impactful, measurable results. Our key areas of focus include: Digital Transformation, Strategy & Consulting, Consumer Data, Analytics & Insight, Marketing Systems Design & Integration, Hosted Customer Management Services, Multi-Channel Campaign Execution How We Work We hire and nurture the very best talent, empowering our people to deliver exceptional work. In a fast-moving market, our core values set us apart: Uncompromising on quality and value Flexible, creative, and solution-focused Respectful and professional in every interaction Honest, accountable, and collaborative The Role We’re looking for an experienced Customer Experience Strategy Consultant to help shape and grow our customer experience (CX) offering. Reporting to the Director of Customer Experience, you’ll lead engagements that drive meaningful, data-informed transformation for our clients. You’ll play a hands-on role in defining and evolving our CX services – from customer journey mapping and communications strategy to operating models and transformation roadmaps. This role requires strong omnichannel knowledge, an understanding of customer behaviour and data, and the ability to build relationships and trust at senior levels. Key Responsibilities Deliver high-impact customer strategy and planning projects Partner with client teams to grow and retain accounts Help shape and evolve our CX propositions in line with client needs and market trends Share relevant industry innovations with clients and colleagues to drive added value What We’re Looking For Minimum Requirements: 5 years of experience in customer strategy, CX, or marketing consulting Strong ability to assess client challenges and define tailored strategic responses Experience in building omnichannel customer journeys and engagement strategies Confidence in using customer and behavioural data to inform decisions Ability to juggle multiple projects and lead client conversations with clarity and impact Familiarity with marketing execution platforms (e.g. Salesforce, Adobe, etc.) Strong communication and stakeholder management skills Solid understanding of customer performance metrics and behaviours across channels Preferred Experience: Industry experience in retail, financial services, travel, or gaming Background in improving internal processes and workflows Involvement in new business pitches or proposals Experience developing long-term customer strategy roadmaps for clients What We Offer Innovation Culture: We value curiosity and creativity. Everyone is encouraged to dedicate 5% of their time to innovation, learning, and experimenting with new approaches. Career Progression: Promotion is based on merit, not time served. You’ll have the freedom to grow your career in the direction that suits you best, with no limits on progression. Flexibility: We promote collaboration but understand the importance of work-life balance. This role involves around three days in the office or at client sites, with two days remote. Learning & Development: You’ll receive a tailored training plan from day one, including external consulting courses, bespoke programmes, and internal workshops to support your goals. Benefits Package: Enjoy a comprehensive benefits package, including pension, health and wellness support, and a range of flexible options tailored to your lifestyle.