At a Glance
- Tasks: Drive customer experience strategies and deliver innovative solutions for top brands.
- Company: Join a leading consultancy with a focus on customer-first strategies.
- Benefits: Hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by shaping customer experiences for iconic brands.
- Qualifications: 6-8 years in customer experience strategy and strong data literacy.
The predicted salary is between 51750 - 63250 £ per year.
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.
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:
- 6-8 years of relevant industry experience
- Ability to interrogate a client brief, understand the strategic challenge and define an appropriate response
- 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
- Proven experience in being able to present to and align client stakeholders behind your own strategies
- Demonstrable ability to critically evaluate and consider alternative strategic approaches and bring a considered point of view
- Self-starting and entrepreneurial, brings suggestions to support our development/ improvement in ways of working as a team
- Proven experience in workshop development and orchestration
- A good level of data literacy (in both communications/ performance and in understanding user and customer behaviour across channels)
- The ability to self-orientate, create project plans and proactively identify work to be done
- Excellent communicator both in writing and presentation
- Ability to work on multiple projects simultaneously in a dynamic environment
- An understanding of campaign execution technology, with experience of at least one marketing cloud platform
Preferred skills and experience:
- Solid sector experience that could include industries like retail, financial services, betting and gaming, or Food & Beverage
- Experience creating or improving operational processes across teams
- Able to support new business opportunity responses (building proposals, scopes of work and pitching)
- Experience in overseeing or managing others in project teams
- Knowledge of briefing and working with creative teams to produce concepts and assets
- 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
Equal Opportunities:
CACI is proud to be an equal opportunities employer. Embracing the diversity of our people, we are on a journey to build a truly inclusive work environment where no one is treated less favourably due to ethnic origin, age, sex, gender identity, veteran status, religion or belief, sexual orientation, marital status, and disability or health condition, actively working to prevent discrimination.
As a Disability Confident employer, we will provide reasonable adjustments in the recruitment process where requested. Offer people with health conditions and disabilities, meeting the minimum criteria for a role, an interview. Our people are unique and we encourage, and support them, to be confident in contributing to our inclusion journey.
Customer Experience - Experience Strategist employer: CACI Limited
At CACI Information Intelligence Group, we pride ourselves on being an exceptional employer, offering a dynamic hybrid work environment in London that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous professional development opportunities, particularly in cutting-edge technologies like Snowflake and Databricks, ensuring our team remains at the forefront of the data architecture field. With a strong focus on public sector projects, we provide meaningful work that contributes to national security and infrastructure, making every day rewarding for our dedicated professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience - Experience Strategist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CACI Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CACI Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience - Experience Strategist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CACI Limited:Your cover letter is your chance to shine! Tell us why you want to work at CACI Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CACI Limited!
How to prepare for a job interview at CACI Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
