Customer Strategy Lead

This is a high-impact role at the heart of how we shape customer-led growth. As Customer Strategy Lead, you’ll help define the strategic direction of the business by translating deep customer insight, behavioural science and market understanding into clear, actionable strategies that influence real commercial outcomes. Acting as a connector between insight and execution, you’ll ensure the customer voice is central to the decisions that matter most. You’ll lead and contribute to a wide range of strategic initiatives, from long-term customer strategy to improving the effectiveness of key commercial moments. Working closely with teams across commercial, marketing, data and product, you’ll apply behavioural science and economics to solve complex problems, shape test-and-learn approaches, and continuously evolve strategies as customer needs, markets and behaviours change. This is a role for someone who combines rigour with creativity, and confidence with humility.

At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage. We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places. You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here. Our ways of working. We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person. That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone. Accessible, inclusive and equitable for allWe believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business. Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported. When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one.

• Proven expertise in behavioural science and or behavioural economics, with evidence of application in a commercial or marketing context
• Strong strategic thinking skills with a track record of driving step-change results
• Experience in marketing effectiveness, data planning and segment or cohort management
• Ability to build evidence-led strategies that blend analytical rigour with creative thinking
• Confident communicator and presenter, able to translate complex ideas for different audiences

• Experience working on complex, well-known brands
• Background in test-and-learn approaches for strategic initiatives
• Fluency working with insight, measurement or advanced data teams
• Experience influencing senior stakeholders across multiple functions
• Familiarity with customer strategy in large, matrix organisations

We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.

If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment.We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen.We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later. If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check.