Customer Strategy Lead

Summary

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Join Us as a Customer Strategy Lead

At VMO2, our Consumer Strategy & Insight team is the driving force behind our commercial and customer strategies. We bring together four interdependent areas—Insight, Commercial Strategy, Customer Strategy, and Insight & Measurement—to shape the future of our mobile business. Our mission is to craft insight-led strategies that deliver growth today and build the roadmap for tomorrow. We don’t just set the direction—we make sure it sticks, holding teams across the business accountable for delivering against our plans.

About the Role

As a Customer Strategy Lead, you’ll play a pivotal role in translating deep customer insights, market trends, and behavioural data into actionable strategies across the organisation. Whether shaping our long-term vision or steering a high-impact commercial initiative, you’ll work across teams to influence decision-making at the highest level.

We're specifically looking for someone who brings a strong foundation in behavioural science—through academic study, professional learning, and real-world application. Your expertise will help us better understand what drives customer behaviour and how we can turn that understanding into smarter, more effective strategies.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

In order to be considered, you must have the following experience;

• A professional with a focus on critical thinking and skills that have led to significant improvements in both commercial and marketing goals
• Proven and evidenced expertise in behavioural science and/or behavioural economics
• Proven strategic leadership skills on a complex, iconic brand with a track record of driving commercial and/or marketing strategies throughout an organisation
• Proof of use of deep customer insight and data to define business strategy

We'd also love you to bring;

• Excellent stakeholder management/people skills (persuade and influence)
• Expert strategic storytelling, creating persuasive arguments using evidence and a narrative that captures audience attention
• Collaboration and cross-functional engagement - workshop design, x-functional project leadership etc.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include an initial screening call with the recruiter followed by a psychometric assessment and interview with the hiring manager.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.