Lead, Customer Strategy

Job description

This team sits at the intersection of customer strategy and digital experience design. We are a small group of strategists and digital experience designers who work directly with global clients on research, strategy, and design that shapes how millions of customers experience a brand. Everyone here has a point of view, a high standard for the quality of their output, and a real curiosity about what makes people tick and what makes them stay loyal to a brand.

If you want a role where you can move from a customer research share-out to a loyalty program design session in the same week, this is that role.

Internal title: Lead, Strategic Advisory

Job requirements

• Bachelor's degree or College Diploma in Business, Marketing, Psychology, User Experience Design, Behavioural Economics, Sociology, Anthropology, Commerce, or a related field.
• 5-7 years of experience in customer strategy, human-centred design, customer experience, loyalty, qualitative research, innovation strategy, service design or a related field, whether in an agency, consultancy, or in-house team.
• At least 2 years leading workstreams or project teams, with direct responsibility for client or senior stakeholder relationships.
• Experience managing multiple stakeholders and competing priorities, with the judgment to know what to resolve yourself and what to raise with the engagement lead.
• Ability to take a brief, structure it into a clear problem, design the right approach for your workstream, and build a strategic narrative that holds up with senior stakeholders.
• Strong storytelling skills, with the ability to write and present with clarity and conviction and to turn complex research findings into a narrative a senior audience can follow right away.
• Comfort with conceptual design and prototyping as a way to make strategic ideas tangible.
• Strong familiarity with the customer experience and loyalty landscape, including loyalty program mechanics, CX measurement approaches, digital experience design, and the behavioural science that underpins how customers make choices.
• Experience designing and conducting qualitative customer research (whether IDIs, workshops, focus groups, or observational methods) and translating findings into strategic recommendations.
• A collaborative working style and confidence in client-facing environments, including the ability to challenge a brief, push back on assumptions, and advocate for the customer's perspective in the room.
• An interest in guiding junior team members and building people up as part of your day-to-day work.

Nice to have

• Experience in a consulting or professional services environment, including working to scopes, timelines, and budgets.

Job responsibilities

As the Lead, Strategic Advisory, you will:

• Lead workstreams within customer strategy engagements, from research and insight synthesis to experience design, loyalty program strategy, and client presentations, working closely with the engagement lead.
• Design and lead qualitative research (including in-depth interviews, co-creation workshops, and ethnographic observation) and translate findings into strategic insight and opportunity frameworks.
• Bring ideas to life through concept development and prototyping, giving clients and customers something tangible to react to.
• Shape research and strategy into a clear story, so senior client stakeholders understand what matters and what to do next.
• Conduct competitive market scans and best-in-class benchmarking across loyalty programs, digital experiences, and CX initiatives to ground recommendations in a clear view of the landscape.
• Act as the day-to-day point of contact for client teams on your workstream, building trust through consistent, high-quality delivery and keeping the engagement lead close to what you hear.
• Partner with digital experience designers, researchers, and analytics leads to bring an integrated point of view to client work, connecting CX strategy with loyalty mechanics, digital touchpoints, and behavioural data.
• Uphold a high standard of craft across all deliverables, ensuring that research findings, strategic frameworks, and client presentations are clear, rigorous, and useful.
• Contribute to new business development by supporting RFP responses, pitch materials, and opportunity scoping.
• Contribute to Bond's market presence through client-facing workshops, events, and published perspectives on CX trends, loyalty program design, and human-centred brand strategy.
• Support junior team members with guidance on research synthesis, strategic framing, and client communication, and help build a culture of curiosity and craft.

Job benefits

Compensation: The expected base salary compensation for this role is $89,000 to $118,000 CAD annually.

Vacancy Type: This posting is for an existing vacancy.

The actual base salary compensation will vary depending on local market conditions, geography, and relevant job-related factors such as skills, qualifications, experience, and education/training.

At Bond, we believe compensation is more than a salary. Our Total Rewards program is designed to help you grow your career, support your well-being and keep you meaningfully connected: Flexibility: A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.

Moments that matter: Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.

Health & Wellness support: Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family - all available from your first day.

Future-focused: Retirement planning assistance with company matching.

Career development: Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.

Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.