[Hiring] Lead, Customer Strategy @Bond Brand Loyalty

Role Description

At Bond, we build growth and loyalty for some of the world’s most recognized brands. Behind that work is a team of smart, curious people who care deeply about clients, each other, and build something meaningful together. 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

Qualifications

• 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.

Requirements

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