Customer Strategy Manager

Albany Beck is supporting a major Investment Banking on the expansion of its customer decisioning capability and is seeking an experienced Customer Strategy Manager to join a high-performing team focused on customer growth, engagement and personalisation.

This role sits at the intersection of business strategy, customer experience and technology. You will help define how customer interactions are prioritised and personalised across Commercial Banking, ensuring customers receive timely, relevant and value-driven propositions throughout their lifecycle.

Working closely with business leaders and technology teams, you will identify opportunities to improve customer outcomes through data-driven decisioning, AI-enabled engagement strategies and next-best-action approaches. You will play a key role in shaping how customer insight is translated into commercial value.

As a strategic partner to stakeholders across Commercial Banking, you will be responsible for driving the adoption of customer decisioning capabilities, helping business areas unlock growth opportunities, improve engagement and enhance customer experiences.

You will bring together customer insights, commercial objectives and digital capabilities to influence decision-making and support the delivery of personalised customer journeys at scale.

• Develop and champion customer decisioning strategies that support customer growth, retention and product adoption objectives.
• Collaborate with senior stakeholders to identify opportunities where data, analytics and decisioning capabilities can create measurable business value.
• Define and refine personalised customer engagement approaches, leveraging customer insight and behavioural data.
• Translate strategic business priorities into clear requirements for technology and delivery teams.
• Support the implementation and optimisation of next-best-action and AI-driven engagement initiatives.
• Act as a key liaison between business and technology teams, ensuring solutions are aligned to customer and commercial objectives.
• Facilitate stakeholder discussions, workshops and planning sessions to shape future decisioning initiatives.
• Monitor the effectiveness of customer engagement activity, identifying opportunities for optimisation and continuous improvement.
• Contribute to governance, prioritisation and roadmap planning across the wider decisioning portfolio.
• Work within agile and cross-functional teams to ensure successful delivery of strategic initiatives.

• Strong experience within Commercial Banking, Business Banking or the wider Financial Services sector.
• Background in customer strategy, CRM, customer engagement, proposition development, marketing effectiveness or customer decisioning.
• Proven ability to identify and deliver commercially valuable customer opportunities.
• Experience working across business and technology functions to deliver customer-focused solutions.
• Strong stakeholder management skills, including engagement with senior leadership.
• Ability to interpret customer, commercial and operational data to support decision-making.
• Experience operating within large, complex organisations undergoing transformation.
• Familiarity with customer decisioning and personalisation platforms such as Pega Customer Decision Hub, Salesforce Marketing Cloud or Adobe Campaign.
• Understanding of AI-driven engagement strategies and decision management frameworks.
• Experience delivering customer lifecycle, retention or cross-sell initiatives.
• Knowledge of Commercial Banking products and customer journeys.
• Exposure to Agile delivery environments and product-led ways of working.

You are a commercially aware and customer-focused professional who enjoys solving complex business challenges through data and technology. You can influence stakeholders at all levels, simplify complexity and balance strategic thinking with practical delivery.

You are comfortable operating in a fast-paced environment, building consensus across diverse teams and driving initiatives from concept through to execution.