Lead, Customer Strategy

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

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.

Your background

• 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.

Benefits

Compensation: The expected base salary compensation for this role is $89,000 to $118,000 CAD annually.
Use of Artificial Intelligence (AI): Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process. We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.
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.