Customer Strategy & Insights Lead

Location: Warwick, Glasgow, Wokingham, CardiffWorking Arrangements: Hybrid, with full-time, part-time, and flexible options available 1 day a weekAre you passionate about putting the customer at the heart of every decision? Do you thrive at the intersection of data, strategy, and advocacy? We’re seeking a Customer Segmentation & Advocacy Lead to play a pivotal role in shaping how we understand, engage, and champion our customers across the business. This is an exciting opportunity to own the design, creation, and evolution of customer segmentation models — driving strategies that go beyond data to deliver meaningful change. You’ll lead a small team of segment advocates, embedding customer voice across the organisation and influencing key decisions at the highest level.What you’ll be doing • Designing and refining customer and value segmentation models that reflect a diverse, evolving customer base. • Integrating CRM, market intelligence, qualitative feedback, and anecdotal insights into a living segmentation framework. • Developing and delivering a customer advocacy strategy that ensures the voice of the customer is heard and acted upon. • Leading, coaching, and supporting a small team of segment advocates. • Championing customer insights across the organisation, ensuring they inform marketing, product, service, and operational strategies. • Delivering actionable segmentation strategies that influence business planning, priorities, and engagement approaches. • Building strong cross-functional relationships with data, CRM, analytics, and insight teams to improve data quality and impact. • Monitoring and measuring the effectiveness of segmentation and advocacy programs, refining approaches for maximum value.About you You’ll bring a strong analytical mindset with a passion for customer closeness, plus the ability to turn complex insights into clear, strategic action. • Proven experience in customer segmentation, analytics, or strategy within a complex business environment. • Expertise in data analysis and modelling tools (e.g., SQL, Excel, Python, R, or specialist segmentation software). • Strong understanding of value-based segmentation principles and their practical business application. • Ability to synthesise diverse data sources into clear narratives and strategic recommendations. • Confident stakeholder manager — able to influence senior leaders and work seamlessly across teams. • Skilled communicator with a talent for turning data into compelling customer stories. • Experience leveraging CRM platforms and data to drive actionable insights.Personal qualities we value • Curious and analytical, with a drive to deeply understand customers. • Collaborative and team-oriented, thriving in cross-functional environments. • Pragmatic and outcome-focused — translating insights into real business impact. • Resilient and adaptable, comfortable navigating a fast-changing landscape.Why join us? This is more than just a data role — it’s an opportunity to shape the way our organisation thinks about and engages with its customers. You’ll have the autonomy to lead, the support to grow, and the platform to make a real difference in how we build meaningful, lasting customer relationships.

Created: 2025-08-23