Customer Value Lead

Role overview

Strategy and analysis

• Support development and execution of the Lifetime Customer Value strategy and roadmap, embedding customer value into organisational decision-making.
• Identify and prioritise customer, loyalty, and commercial use cases according to value potential, feasibility, and speed to impact.
• Translate complex customer and commercial data into insights; lead analyses that test business hypotheses and inform recommendations.
• Create concise executive-ready narratives that make analytical findings clear and actionable.

Initiatives and delivery

• Work with business owners on customer value-led initiatives across personalisation, marketing, customer servicing, retention, and offer strategy.
• Establish test-and-learn approaches and measures to quantify the impact of interventions.
• Build cross-functional working groups and align business stakeholders, data teams, and modelling specialists.
• Track roadmap delivery and report progress, learnings, and value delivered to senior stakeholders.

Experience and qualifications

• Three to five or more years' experience in strategy, management consulting, customer analytics, commercial strategy, or a similar role.
• A relevant tertiary qualification.
• Demonstrated quantitative analysis using customer or commercial data to solve business problems and inform strategic decisions.
• Ability to turn analysis into practical action and measurable customer, commercial, or financial outcomes.

Capabilities

• Structured problem-solving skills, including forming hypotheses, workplans, and recommendations for ambiguous business questions.
• Excellent communication and executive presentation skills, with an ability to connect detailed analysis to strategic priorities.
• Strong stakeholder management and influencing skills; able to bridge business stakeholders and analytics or modelling teams.
• Comfort managing complex projects or workstreams and driving implementation in an ambiguous environment.
• Experience in customer lifetime value, segmentation, personalisation, loyalty, CRM, or alongside data science and advanced analytics teams is listed as relevant experience.

Benefits and work style

• Hybrid work style, with the ability to work from home or the office.
• Discounted flights and annual travel credits, plus discounts on travel and other services.
• Wellbeing support, counselling, and an Employee Assistance Program.

Workplace

• The role is based in Sydney, NSW, Australia, and offers a flexible hybrid work style.

Employment term