Purposeful vision. Agile planning. Steadfast persistence.

Customer Lead

£72,000 - £77,000 plus benefits

Reports to: Head of Audience & Strategy, MFE

Directorate: Marketing, Fundraising & Engagement

Contract: Permanent

Hours: Full time 35 hours per week

Location: Stratford, London Office-based with high flexibility (1-2 days per week in the office)

Closing date: 09 April 2025 23:55

This vacancy may close earlier if a high volume of applications is received or once a suitable candidate is found, therefore we strongly recommend that you apply early to avoid disappointment. Please let us know if there is anything about the recruitment process that you would like to discuss, in particular if there are any changes or adjustments that would make it easier for you to apply. Please contact or as soon as possible.

Visa sponsorship: You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is not able to offer visa sponsorship.

At Cancer Research UK, we exist to beat cancer.

Ranked 12th Best Employer in the UK by the Financial Times, Cancer Research UK is looking for a standout leader to join our new Audience & Strategy team as Customer Lead (Known as Audience Lead internally). Ready to make a difference?

This newly created role is helping to shape the future of our Marketing, Fundraising & Engagement (MFE) directorate. This is a unique opportunity to lead a long-term shift towards a truly audience-first culture-translating our ambitious strategy into action and making sure every team across MFE is putting our supporters at the heart of everything we do.

As our audience champion, you'll drive high-impact change-ensuring every experience, journey and touchpoint is meaningful, motivating, and aligned to what our audiences need and care about. You'll lead the way in embedding this thinking across the directorate, using powerful insights to help teams deliver smarter, more relevant engagement that inspires action and grows fundraising.

This is a high-impact role with the potential to shape how we work for years to come-creating real, lasting value for our supporters, and making a vital contribution to the research they help fund.

What will I be doing?

• Oversee the MFE-wide approach to audience centricity, working with colleagues across the Directorate to drive a culture of audience-centricity at scale.
• Ensure all MFE functions maintain an audience-focused approach, ultimately driving audience engagement and growing fundraising income.
• Leverage and interpret internal and external insight, and use strategic tools and analysis to identify, prioritise and communicate activity to improve audience experience
• Have overall responsibility for end-to-end audience experience across our mass audiences, prioritising activity to improve this
• Set audience priorities (e.g. priority segments, priority journeys) for our mass audiences, quantify and qualify targets and KPIs for these priorities
• Leverage audience insight, emerging trends, and analytics to drive a step-change in MFE's approach to audience centricity

What are you looking for?

• Deep understanding of what audience experience (or customer experience) is, and the importance of this discipline within a multi-product consumer-facing organisation
• Exceptional stakeholder management skills with the ability to influence and unite people across different teams, align priorities, and energise them around a common goal.
• Working knowledge of audience listening, research and insight techniques
• Demonstrable experience in one or more relevant fields: consumer insight, consumer experience, journey design, design-thinking, strategy, customer/ journey ops etc
• Ability to lead through ambiguity and create clarity distilling broad ambitions into focused, actionable plans.

Our organisation values are designed to guide all that we do.

Bold: Act with ambition, courage and determination

Credible: Act with rigour and professionalism

Human: Act to have a positive impact on people

Together: Act inclusively and collaboratively

We're looking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.

If you're interested in applying and excited about working with us but are unsure if you have the right skills and experience we'd still love to hear from you.

What will I gain?

We create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high-quality tools. Our policies and processes enable you to improve your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.

You can explore our benefits by visiting our careers web page.

How do I apply?

We operate an anonymised shortlisting process in our commitment to equality, diversity and inclusion. CVs are required for all applications; but we won't be able to view them until we invite you for an interview. Instead, we ask you to complete the work history section of the online application form for us to be able to assess you fairly and objectively.

For more information on this career opportunity please visit our website or contact us.

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