Customer Experience Strategist

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.