Customer Experience (CX) Director, Insights Lead - NEO

Data, Analytics & Insight London, England


Position at Mindshare

Customer Experience (CX) Director


This is the perfect opportunity for those looking to propel their career in digital performance!


We’re looking for a smart and numbers-driven individual to join our growing team. This is a senior position, where you’ll be working closely with the CX (customer experience) team to evolve our industry-leading proposition whilst delivering strategic support and insights for globally recognised brands.



Our goal is to empower businesses and marketing teams to gain a competitive advantage by providing best in-class customer experiences. This means delivering the right content, to the right customer, at the right time, on the right platform. Our approach brings together 1st , 2nd and 3rd party data points from previously siloed channels and focuses on providing actionable insights.


While lots of businesses talk about removing siloes, Neo have achieved it. This innovative approach has allowed the team to grow significantly in the past 18 months as our CX team have become embedded in the clients’ ways of working.


Now is the perfect opportunity for an experienced strategist to join and be a part of our journey to the next level. The strategist will play a leading role in driving a data-first approach across our global clients, whilst expanding the CX solutions and coordinating with a best in-class team.



The kind of work you’ll be doing will vary day-to-day, but will include:

  • You will work closely with in the head of CX in developing and delivering best in-class data insights (including search, social, programmatic, analytics, reviews, and other data sources relevant to the client).
  • You will be periodically communicating with the client leads and understanding gaps in the insights that they are currently using.
  • You will play a leading role in building new solutions to meet the challenges that our clients are facing.
  • You will support managers and executives with project delivery and streamlining of processes.
  • You will be delivering completed projects to the client leads and client contacts.
  • You will be working with the head of CX on new business opportunities




Your Mindset

  • You are analytically minded, with the ability to identify trends within data sets and to translate them into actionable insights.
  • You are highly organised, with strong attention to detail and able to coordinate a team of specialists.
  • You can communicate effectively with clients, and work as part of a team.
  • You are passionate and not afraid to defend your point of view and raise a concern if you don’t agree with the way a situation is being approached.
  • A passion for data with a desire to grow both individually and as a part of the CX team. An ambition to achieve is KEY as we drive the CX team to the next level.


Your Experience

  • You can think about the numbers and love data. You’ll be able to give some examples of where you’ve used large datasets to deliver actionable insights.
  • You can explain your ideas effectively. You’re logical and solutions focused with the ability to bring new thinking to a problem. Each of our best products have been created when trying to solve a client problem.
  • Your experience will be rooted in one or more of the core digital channels (SEO, Social, PPC, Programmatic, Analytics).
  • You will have strong experience using PowerBI/Google Data Studio, Python/R, SQL and Excel. It’s not required to be knowledge in all these areas.
  • Any experience using the Google Cloud Platform (GCP) is beneficial.
  • If you can speak a language additional to English, that’s a plus! We have 28 languages in our London office, and work with a lot of clients all over the world.





“Since joining Neo, I have worked with market leading brands across various verticals and learnt a huge amount not only about media, but also myself. The friendships I’ve made and company culture are second to none, it’s an absolute pleasure working with intelligent like-minded people.”


We are digital experts within one of the world’s biggest agencies

Neo is the performance media arm of Mindshare, one of the largest media groups in the world. With 40+ offices worldwide and 1,000+ employees, we’re a massive community of performance experts and we’re growing… all the time. Our business specialises in PPC, SEO, eCommerce, CX, programmatic, social, affiliate marketing, and new media like connected TV and audio, all underpinned by advanced analytics and disruptive consultancy.


We’re obsessed with digital performance

Our London team is made up of 100 of the smartest people in the industry thinking about, executing and reshaping performance media. We’re devoted to data, totally transparent, and aren’t afraid to tell it like it is. Neo isn’t the standard advertising agency: we partner and challenge our clients across their entire business as consultants and champions for change.


We work with some of the world’s most innovative brands

The clients who see the value of Neo are the most forward thinking out there. They dream big, they’re smart enough to challenge us, and they demand rigour, thought and innovation in everything we do. We provide just that, which is why our relationships are some of the longest standing in the industry. We partner with global, and UK businesses including Nestlé, Sage, Mazda, BP, BAT, HSBC, Nespresso & All Saints and have a strong focus on ABM and eCommerce-focused businesses.

We grow people and professionals

Our people are our business, so caring about their growth and wellbeing isn’t a luxury for us, it’s a necessity. That’s why we see very little staff turnover; people join Neo to grow long-term careers. You’ll be around a group of friendly professionals with diverse backgrounds and experiences who are invested in your future, and you’ll lead a team of people whose future you’ll want to invest in.



As part of the GroupM and WPP network, our benefits are incredibly comprehensive, and you’ll have plenty of fantastic benefits to choose from.  We’ve listed a few below - and there are many more on offer:


  • Flexible working framework, with flexible work hours and working from home being an option
  • Superb development opportunities and ongoing support throughout your career
  • Light, open-plan office space with roof terrace, onsite bar and stunning views over central London
  • 25 days’ holiday from the get-go, increasing with length of service
  • Season ticket loan, subsidised gym memberships, private medical (BUPA) and life assurance.
  • We also have a range of on-site services including health screenings, financial management workshops, manicures and massages.