Overview
This is a high-impact role at the heart of how we shape customer‑led growth. As Customer Strategy Lead, you’ll help define the strategic direction of the business by translating deep customer insight, behavioural science and market understanding into clear, actionable strategies that influence real commercial outcomes. Acting as a connector between insight and execution, you’ll ensure the customer voice is central to the decisions that matter most. You’ll lead and contribute to a wide range of strategic initiatives, from long‑term customer strategy to improving the effectiveness of key commercial moments. Working closely with teams across commercial, marketing, data and product, you’ll apply behavioural science and economics to solve complex problems, shape test‑and‑learn approaches, and continuously evolve strategies as customer needs, markets and behaviours change. This is a role for someone who combines rigour with creativity, and confidence with humility.
Qualifications
- Proven expertise in behavioural science and/or behavioural economics, with evidence of application in a commercial or marketing context
- Strong strategic thinking skills with a track record of driving step‑change results
- Experience in marketing effectiveness, data planning and segment or cohort management
- Ability to build evidence‑led strategies that blend analytical rigour with creative thinking
- Confident communicator and presenter, able to translate complex ideas for different audiences
- Experience working on complex, well‑known brands
- Background in test‑and‑learn approaches for strategic initiatives
- Fluency working with insight, measurement or advanced data teams
- Experience influencing senior stakeholders across multiple functions
- Familiarity with customer strategy in large, matrix organisations
Benefits
- Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off
- Optional electric vehicle lease and Cycle2Work schemes
- Dental insurance and neurodiversity assessments
- Discounts on broadband, TV and mobile
- Access to the Virgin Family platform and the O Priority app
Equal Opportunities
Virgin Media O is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.
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