Customer Experience Strategist

CACI Limited; London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading data and technology consultancy is seeking an experience strategist to drive the growth of customer experience services. The successful candidate will handle customer strategy planning and work with iconic brands like PlayStation and Easyjet. This role requires strong omni-channel strategy experience and the ability to influence senior stakeholders effectively.

Benefits

Equal-opportunity employer

Diverse working environment

Qualifications

• 5+ years relevant industry experience.
• Ability to define strategic responses to client briefs.
• Experience in influencing cross-functional teams.

Responsibilities

• Deliver best-in-class customer strategy services.
• Grow existing client accounts with client services teams.
• Stay updated on industry innovations and trends.

Skills

Omni-channel strategy

Data-driven marketing

Stakeholder influence

Project delivery

Customer journey design

Tools

Marketing cloud platform

Job description

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1200 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software.

CACI's Consumer & Market Intelligence and Experience & Transformation groups provide data, software and consulting services to improve our clients’ sales and marketing programmes.

We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas.

C&MI and E&T Groups help clients shape the vision, define the strategy and deliver a truly integrated customer experience. Our services are based on in-depth understanding of individual consumer behaviour and marketing technology which influence the way consumers buy products and services through a combination of data, technology and consultancy.

Experience and Transformation - Core Business Activities

The Experience and Transformation arm of CACI leads the way in customer management by helping clients acquire, develop and retain customers through effective customer strategy planning, optimising marketing campaigns and customer insight. Our work is underpinned by high quality consumer and market data and leading-edge technology. Our core business activities are detailed below:

· Strategy & consulting

· Analytics and insight

· UX and UI design

· Creative innovation in communications

· Marketing systems design, build and integration

· Provision of hosted customer management services

How We Work

CACI’s policy is to recruit, develop and retain the very best staff and empower them to provide outstandingly high-quality work for our clients. We operate in a fast-moving marketplace and believe certain fundamental values set CACI people apart.

· We believe in best quality service and delivering outstanding value to our clients

· We take pride in our work and in being flexible, innovative, resourceful and distinctive

· We ensure that anyone we deal with (client, supplier or colleague) is treated with courtesy and respect

· We take responsibility for our actions and always act with honesty and integrity

What you’ll be doing

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.

The main requirements of the role are as follows:

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:

· 5+ years of relevant industry experience

· Ability to interrogate a client brief, understand the strategic challenge and define an appropriate response

· Demonstrable ability to critically evaluate and consider alternative strategic approaches and bring a considered point of view

· 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

· Experienced in delivering projects and retained work to a consistently high standard

· Experienced in building relationships with senior clients, and leading strategic discussions

· Ability to influence effectively cross-functionally

· Ability to work on multiple projects simultaneously in a dynamic environment

· An understanding of campaign execution technology, with working experience of at least one marketing cloud platform

· A good level of data literacy (in both communications/ performance and in understanding user and customer behaviour across channels)

Preferred skills and experience:

· Solid sector experience that could include work across retail, financial services, betting and gaming and travel (or wider industries)

· Experience creating or improving operational processes across teams

· Able to work on new business opportunity responses

· 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

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Successful candidates must have the right to work in the UK.