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Job ID Location Work Location
2000FF Maidenhead Maidenhead Office (Star House)
Job Type Contract Type Hours Per Week
Professional Full-time 37.5
Shift Pattern Closing Date
Standard Working Week 28/02/2020

We've got big ambitions.   
 
Ambitions that see us want to grow and become one of the nation's best-loved brands.   
 
Sound interesting? That's just the start.   
 
We're leading our industry in terms of change, and delivering amazing experiences for our customers. And our Marketing team is at the epicentre of it all.  
 
We're a diverse bunch brimming with talent. Firing on all cylinders with a culture that not only takes care of our people but empowers them to deliver career-defining work.  
 
All this means we need more brilliant people. Ones who share our ambition, and get stuck in with the next and most exciting part of our story.  
 
Are you in?


The Customer Experience Strategist reports to the Head of Customer Strategy in Marketing and sits with a team of Customer Strategy managers. Our role is to create change in the organisation by ensuring that our products, channels and experiences are ready to meet future customer demand. Where there are gaps – or questions – we step in to ensure that the vision is clear.


This role is responsible for creating a movement to improve our customer experiences through setting out a clear strategy for the business to follow. Customers are expecting more from brands and successful brands are rising to the challenge. Customer expectations are changing and what was deemed great yesterday, is the minimum expectation today. 


The role will work with senior business stakeholders across Marketing, Commercial and Operational departments. You will need to be able to work with, listen to, persuade senior business leaders. Teamwork is essential. 


The successful candidate will have a thorough understanding of CX. They will have strong analytical skills, CX knowledge and expertise, as well as a passion to champion the customer perspective.

  • Create and champion a compelling CX vision and be sell it to people from different team and skillsets

  • Ability to be able to translate insight into action

  • Highly accustomed at dealing with ambiguity

  • Tenacious, persistent and determined. Following the insight even when faced with resistance.

  • Communicates clearly. Messages are timely and tailored to audiences.

  • Ruthlessly outcome-focussed. You are determined to get results.

  • Collaborative and able to work with different groups of people.

  • Not a project manager, but able to express the timeline of key projects, milestones and dependencies

  • Set-up the right meetings so that you get people together to get things done; but not obsessed with process and formal governance

  • Utilise available internal and external data and databases to execute models to predict business opportunities

  • Influences the business as a strategic specialist in order to drive quality strategic decision making at Three

  • Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects or a work stream within the organisation's change management program with guidance from senior colleagues.

  • Project Tracking and Reporting Works and provides technical guidance when required on measuring and reporting progress toward intermediate targets to make sure a project stays on track to achieve its ultimate goals.

  • Negotiates and provides technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

  • Works with guidance to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

  • Conducts research and analyses data in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

  • Analyses key themes using data from a wide range of sources and identifies possible impacts on the business. Produces business review updates for senior management.

  • Uses comprehensive knowledge and skills to work independently while guiding and training others on managing projects and/or programs within desired cost, time and quality parameters.

  • Provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

  • Works to breakdown complex problems and simplify into clear actionable strategic recommendations.

  • Provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

  • Applies understanding of the business environment and objectives to develop solutions without supervision, while also providing technical assistance when necessary.Create and champion a compelling CX vision and be sell it to people from different team and skillsets

  • Ability to be able to translate insight into action

  • Highly accustomed at dealing with ambiguity

  • Tenacious, persistent and determined. Following the insight even when faced with resistance.

  • Communicates clearly. Messages are timely and tailored to audiences.

  • Ruthlessly outcome-focussed. You are determined to get results.

  • Collaborative and able to work with different groups of people.

  • Not a project manager, but able to express the timeline of key projects, milestones and dependencies

  • Set-up the right meetings so that you get people together to get things done; but not obsessed with process and formal governance

  • Utilise available internal and external data and databases to execute models to predict business opportunities

  • Influences the business as a strategic specialist in order to drive quality strategic decision making at Three

  • Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects or a work stream within the organisation's change management program with guidance from senior colleagues.

  • Project Tracking and Reporting Works and provides technical guidance when required on measuring and reporting progress toward intermediate targets to make sure a project stays on track to achieve its ultimate goals.

  • Negotiates and provides technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

  • Works with guidance to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

  • Conducts research and analyses data in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

  • Analyses key themes using data from a wide range of sources and identifies possible impacts on the business. Produces business review updates for senior management.

  • Uses comprehensive knowledge and skills to work independently while guiding and training others on managing projects and/or programs within desired cost, time and quality parameters.

  • Provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

  • Works to breakdown complex problems and simplify into clear actionable strategic recommendations.

  • Provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

  • Applies understanding of the business environment and objectives to develop solutions without supervision, while also providing technical assistance when necessary.


  • Demonstrated repeated commitment to improve customer experiences

  • Ability to think big with attention to the detail

  • Ability to understand and effectively use customer insight to drive strategy

  • Situation analysis and scenario planning

  • Strategic planning and organising skill

  • Excellent cross functional working

  • Passion for consumer customers, their expectation and experience

  • Ability to work in a fast paced, agile environment

  • Commercial acumen

  • Ability to influence & negotiate at senior management level

  • Excellent stakeholder management, communications and presentation skills

  • (Nice to have) Technical awareness of the mobile network


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