Senior CX Strategist, London

HH Global Group; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Job summary

HH Global Group seeks a senior CX Strategist to develop and lead strategic CX programs and campaigns for major UK clients. You will provide consultancy on CX initiatives and present complex insights clearly to senior stakeholders.

You'll work across the HH Global network with Client Engagement and other Strategists in a blended model that combines office, client site and remote work, with a southerly location preference for UK clients.

Qualifications

• Considerable experience within Brand / CX / CRM / data strategy
• Hands-on experience of multi-channel marketing analytics with a digital focus
• Experience working with high-profile clients at a senior level
• Ability to translate insights into actionable recommendations
• Excellent communication across stakeholders at all levels

Responsibilities

• Develop CX strategies, campaigns and consumer journeys to support communications activities
• Present strategic proposals and analyses to senior clients using storytelling
• Ensure outputs meet business requirements and reflect client needs
• Write comprehensive briefs reflecting client requirements
• Identify growth opportunities within existing client relationships
• Assess project risks and propose viable solutions with internal teams

Skills

CX strategy

Brand CX CRM

Data storytelling

Stakeholder management

Presentation skills

Job description

Purpose of the job

This role requires you to develop, lead and work on Strategic programs and campaigns, providing consultancy to clients on CX initiatives and providing best practice advice to help meet their marketing challenges. You'll work as part of a team with Client Engagement and other Strategists.

We are seeking a confident presenter able to articulate complex data-driven insights into clear and compelling proposals, presentations and briefs. This is a senior, client facing role and requires customer orientation, a focus on innovation and results.

This role operates on a blended basis between the local HH Global office, client site(s) when required and home as necessary. The primary client is UK south based, so a southerly location is preferred.

Key responsibilities

• Develop CX strategies, CX programs, campaign plans and consumer journeys in order to support communication activities
• Confidently present strategic proposals and analysis projects to senior clients, using storytelling to excite and inspire
• Ensure all outputs such as marketing strategy, analysis or technology solutions satisfy the business requirements
• Write comprehensive briefs to reflect client requirements
• Support the Client Engagement team in identifying and developing opportunities within existing clients for growth
• Identify projects’ potential issues for client or third parties and propose solution options for agreement with internal teams, senior management (where necessary) and client
• Provide accurate work assessments to deliver on time to maximize revenue opportunities
• Select and provide the most appropriate strategic advice to support the client’s business objectives

Knowledge, skills + experience

• Considerable experience within Brand / CX / CRM / data strategy
• Practical and hands-on experience of strategy, planning and analyzing multi-channel marketing activity, with a focus on Digital
• Sound experience of working with high profile clients (ideally both B2B and B2C, across several industry sectors) at a senior level
• Considerable experience of leading large scale multi-channel marketing strategy/campaign/ technology/ insight led and BI projects within the Marketing industry
• Communicating – able to work and communicate well with non-data literate or data literate stakeholders at any level, to show how insights can support customer engagement strategies
• Able to read an audience, balancing delivery between the macro and micro picture, happy to go into the detail but equally comfortable providing a ‘helicopter’ view to get the key points across and generate consensus among a senior audience
• Able to present in an articulate and engaging way – able to take ideas and make them come alive in presentations using software and visual aids
• Sound analytical understanding and ability to translate analysis into insights, into action
• Able to sell and influence clients and internal stakeholders using different techniques and approaches
• Able to build strong relationships based on mutual trust and respect
• Have a detailed knowledge CX Technologies available in the marketplace and how they can be applied to develop insight, strategy, campaign planning and reporting
• Understand how digital, social and offline data can be integrated into CX programs
• Proactive, resourceful, capable of multi-tasking and problem solving under pressure
• Have a sound industry knowledge, keeping abreast of developments that may impact our clients

What success looks like

• Develops and delivers insight-led CX strategies, customer journeys and multi-channel programs that measurably improve customer engagement and help our client achieve their marketing and business objectives
• Acts as a trusted senior advisor to the client, confidently presenting complex insights and strategic recommendations in a compelling way that inspires confidence, secures buy-in and influences decision-making
• Transforms data, analysis and market intelligence into clear, actionable strategies and briefs, ensuring all recommendations are commercially relevant, customer-centric and execution-ready
• Identifies and unlocks growth opportunities within the existing client relationship, contributing to increased strategic engagement, expanded scopes of work and long-term account development
• Leads strategic projects with confidence and accountability, proactively managing risks, solving complex challenges and consistently delivering high-quality outputs on time and to client expectations

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