Customer Experience - Experience Strategist

CACI Limited; Greater London; Hybrid; GBP 75,000 - 105,000; Full time

Job summary

CACI Limited in London is seeking an Experience Strategist to drive growth in our Customer Experience Strategy services. You will report to a Principal Consultant and help shape offerings, ensuring best-in-class, customer-first strategies that drive delivery excellence.

Lead omni-channel projects, influence senior stakeholders, and collaborate with teams to expand client relationships across brands while staying ahead of industry trends and innovations.

Qualifications

• 6-8 years of relevant industry experience.
• Ability to interrogate a client brief, understand the strategic challenge and define an appropriate response.
• Knowledge and experience of building customer journeys and contact strategies for omnichannel execution.
• Ability to extract insights from customer and behavioural data to inform marketing strategy.
• Proven experience in presenting to and aligning client stakeholders behind your strategies.

Responsibilities

• Deliver best-in-class customer strategy and planning services to our client base.
• Grow existing client accounts with client services teams.
• Future-proof services by developing propositions meeting client needs and growth opportunities.
• Stay informed of industry innovations and provide clients with innovative digital ideas.

Skills

Omnichannel strategy

Stakeholder management

Data-driven marketing

Workshop facilitation

Campaign planning

CRM

Presentation skills

Cross-functional leadership

Tools

Marketing Cloud platform

Job description

Job Role: Experience Strategist

Job Type: Permanent

Base Office: London

Working Structure: Hybrid

About the job:

We are looking for an enthusiastic experience strategist to drive the growth of CACI Customer Experience Strategy services. Reporting to a Principal Consultant within the team, you will help shape our offering, and ensure we offer best-in-class, customer-first strategies that focus on client performance, driving excellence in delivery and execution. Our Customer Experience team helps clients reach their performance targets by offering a full range of services – from channel optimisation to strategic planning and business transformation. Expertise in areas such as CRM, Customer experience and campaign planning allow us to have broad, impactful conversations that paint a clear roadmap for change.

You must have strong omni-channel strategy experience, a solid understanding of data-driven customer marketing, and be adept at influencing senior stakeholders. The successful candidate will have a positive can-do attitude, be an inspiring and driven leader, confident and articulate with clients, and keen to make their mark.

Within our team you will have the opportunity to work on several household brands including PlayStation, Easyjet, William Hill, News UK, B&Q and more.

Responsibilities:

• Work on delivering best in class customer strategy and planning services to our client base
• Work with the client services teams to grow existing client accounts
• Future-proof our services by developing propositions that meet client needs and provide growth areas for the business
• Stay abreast of industry innovations and trends; ensuring the teams are well informed of relevant advances, and clients are provided with innovative digital ideas that add value to their business

Minimum skills and experience:

• 6-8 years of relevant industry experience
• Ability to interrogate a client brief, understand the strategic challenge and define an appropriate response
• Knowledge and experience of building customer journeys and contact strategies for omnichannel execution
• Ability to extract insights from customer and behavioural data to inform marketing strategy
• Proven experience in being able to present to and align client stakeholders behind your own strategies
• Demonstrable ability to critically evaluate and consider alternative strategic approaches and bring a considered point of view
• Self-starting and entrepreneurial, brings suggestions to support our development/ improvement in ways of working as a team
• Proven experience in workshop development and orchestration
• A good level of data literacy (in both communications/ performance and in understanding user and customer behaviour across channels). This should also extend to understanding how the outputs to analytical exercises can inform insight-driven strategies (for instance, through modelling and cohort analysis)
• The ability to self-orientate, create project plans and proactively identify work to be done (as opposed to working exclusively from client briefs)
• Excellent communicator both in writing and presentation
• Ability to work on multiple projects simultaneously in a dynamic environment
• An understanding of campaign execution technology, with experience of at least one marketing cloud platform

Preferred skills and experience:

• Solid sector experience that could include industries like retail, financial services, betting and gaming, or Food & Beverage
• Experience creating or improving operational processes across teams
• Able to support new business opportunity responses (building proposals, scopes of work and pitching)
• Experience in overseeing or managing others in project teams
• Knowledge of briefing and working with creative teams to produce concepts and assets

Experience in working with clients to build and develop longer term customer strategy – creating a roadmap of initiatives that can be worked through incrementally over time

Equal Opportunities:

CACI is proud to be an equal opportunities employer. Embracing the diversity of our people, we are on a journey to build a truly inclusive work environment where no one is treated less favourably due to ethnic origin, age, sex, gender identity, veteran status, religion or belief, sexual orientation, marital status, and disability or health condition, actively working to prevent discrimination.

As a Disability Confident employer, we will;

• Provide reasonable adjustments in the recruitment process where requested (contact a member of the recruitment team on 020 7602 6000 to discuss individual requirements further).
• Offer people with health conditions and disabilities, meeting the minimum criteria for a role, an interview.
• Our people are unique and we encourage, and support them, to be confident in contributing to our inclusion journey.