Customer Transformation Lead - Financial Services

Job Description:

About us

Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put people at the heart of our approach to digital business transformation.

As the only integrated experience consultancy in the world with a heritage in data science and performance, Merkle delivers holistic, experiences that support growth, engagement, and loyalty.

Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.

The Role

As we continue to invest in our Growth journey, we are seeking a Customer Transformation Lead [Financial Services specialist to join our CXM Customer Transformation & Solutions Team. This role is pivotal in shaping, connecting, and co-selling integrated customer solutions that span our capabilities, enabling Merkle to exceed client expectations, drive transformation, and grow revenue.

Reporting into the Chief Transformation Officer, this is a VP / Snr. Director level client facing pre-sales growth role that requires both strategic breadth and commercial depth. It's ideal for a T-shaped leader, someone with a solid foundation in customer experience technologies and experiences with a broad ability to connect the dots across disciplines like CRM, AI, data, media, commerce, and analytics.

This role does not require deep functional expertise in one area, but the ability to design cross-capability solutions, mobilise diverse teams, and drive growth through innovation and storytelling.

You'll be focused on three key objectives:

1) Design and orchestrate cross-capability CXM solutions that address strategic business challenges for Financial Services clients, bringing the best of Merkle and dentsu to the table in compelling, outcome-driven propositions.

2)Build and productise scalable, repeatable solution frameworks and go-to-market assets to help sales teams open new conversations and win new clients with confidence and speed.

3)Elevate Merkle's thought leadership in Financial Services by driving market-facing narratives around experience transformation, AI, customer technology, and data-led innovation.

We're Looking for a Connector, Not Just an Expert

We need someone who can:

• Work horizontally across our capabilities and practices to shape solutions bigger than the sum of their parts

• Lead cross-functional pursuit teams in pre-sales, balancing storytelling, strategy, and commercial logic

• Be a growth partner to client leads by helping them unlock opportunities and elevate the impact of their client conversations

• Translate complex technology and business concepts into simple, compelling narratives that land with senior stakeholders

• Thrive in a high-paced environment that demands intellectual agility, commercial creativity and a collaborative spirit

Life as a Customer Transformation Lead at Merkle

• Curiosity and the desire to learn and be an expert in all elements of technology is a must. You are not a subject matter expert, but you are a connector to the broader Merkle and dentsu teams and must be excited at bringing new offerings to our clients

• You are driving change and innovation with our clients AND within the Merkle business; which makes your virtual teams an exciting place to grow careers

• Client satisfaction is the most important metric, truly happy clients trust us with more work. You are actively challenging our clients and bringing new opportunities as their innovation and growth partner

• You should be comfortable getting into the detail of the existing solution when required but also leading a pitch for a new opportunity

• We operate in a fast-moving, ever-changing category. Technology and client expectations move daily. The Customer Transformation Lead is an avid industry news reader and seeks opportunities to expand their knowledge in CX, Technology, AI and Innovation

• This role is not about managing a client but growing our clients through new offerings. This must be a craving, not a job to be done. Your KPIs are clear around customer and societal impact, revenue & margin contribution and overall business growth. To deliver that, you must be a commercially orientated individual. The offerings / solutions you bring to our customers must be good business for Merkle.

What we are looking for in you

• • T-shaped leader with a grounding in CXM disciplines (e.g., CRM, AI, media, commerce, product, experience design and analytics) and the ability to connect across functions to shape new, scalable solutions with Financial Services customers
  • Significant experience working with CRM, data, commerce, media, marketing and analytics cloud-based solutions
  • Dynamic and creative problem solvers who make effective decisions through the lens of customer transformation and technology strategy; a customer solutions-based mindset is key
  • Proven ability to grow client relationships and develop solution strategies that unlock incremental revenue
  • Experience in enterprise Financial Services, with a strong grasp of sector challenges and transformation themes , in particular Tier 1 and Tier 2 Financial Services businesses.
  • Commercially confident, with the able to shape pricing and value models, and communicate business impact with clarity
  • Curious, creative, and energised by shaping new offerings and exploring future-facing client challenges
  • A natural collaborator and influencer, adept at galvanising internal teams and motivating stakeholders around a shared solution vision

A few of the benefits

• You'll have a great compensation package, private health & dental insurance, corporate discounts and career development through Dentsu University, and free access to LinkedIn learning
• 29+ days of annual leave (25 days of regular holidays, birthdays off and 3 additional wellness days)
• We also offer the opportunity to volunteer for up to 2 days per year and tend to close down the agency between Christmas and New Years
• You'll have a hybrid working schedule, with flexible start/end hours

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.

We are happy to discuss flexible and agile approaches to working for all our roles - we can't promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams

#LI-Hybrid #LI-VW2

Location:
London

Brand:
Merkle

Time Type:
Full time

Contract Type:
Permanent