About CXG:   

Founded in 2006, CXG is a global customer experience company uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.   

The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.   

We are passionate about delivering impact.  
Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.   

We are looking for a thought leadership expert with the editorial vision to spot what matters next, the conviction to shape CXG’s point of view, and the writing talent to make it influential across luxury retail, beauty and cosmetics, watches and jewellery, automotive, and hospitality. 

What will you be doing?

Reporting to the Chief of Staff, you will lead CXG’s Thought Leadership and Market Intelligence functions. You will define the topics on which CXG should have a distinctive and credible point of view, turn CXG’s proprietary data, expertise and market knowledge into original external content, and position the company ahead of emerging developments in customer experience, luxury and its priority verticals. 

This is a hands-on role: you will research, analyse, write and produce content yourself, while mobilising expertise and data from across the business. You will be accountable for ensuring that every publication presents a recognisable CXG angle rather than simply reporting market developments or repeating established industry views. You will manage one Market Intelligence team member. 

Thought Leadership Development 

• Define the thought leadership strategy and roadmap, including priority themes, target audiences, formats and a realistic publication calendar.  

• Drive and coordinate content creation across Practices, Solutions and Regions.  

• Work closely with Practices, Regions and Solutions to:  

• Push: scan for trends and hot topics and ensure CXG has a voice/perspective and comments regularly on these subjects.  

• Pull: identify and collect new ideas and proposed topics from the relevant stakeholders, prioritize and incorporate them into the thought leadership roadmap.  

• Use market intelligence, CXG’s proprietary data, internal expertise and client-facing insights to identify emerging topics early, develop a clear CXG point of view and decide where we can make a credible contribution to the conversation.  

• Research, interview internal experts, write and edit articles, perspectives and other thought leadership content directly. Challenge generic claims and ensure each piece advances a clear argument and is supported by credible evidence.  

• Ensure that analysis is methodologically sound, appropriately contextualised and presented without compromising client confidentiality. 

• Develop topics that connect expertise across Practices and Regions, while reflecting relevant differences between markets.  

Thought Leadership Communication 

• Ensure relevant thought leadership pieces (e.g., perspectives, publications) are disseminated on a periodic basis.  

• Work with Marketing on the publication, distribution and promotion of content, while retaining ownership of the editorial strategy, substance, quality and consistency of CXG’s point of view. In addition, collaborate with Marketing to maximize impact by communicating through the channels relevant to each market. 

• Track the reach, engagement and qualitative response generated by CXG’s thought leadership, as well as relevant business enquiries influenced by published content. Use the findings to refine the roadmap.  

• Shape and host or contribute to CXG’s podcast “The Luxury Edit”, working with internal experts and guests to develop topics, prepare interviews and turn conversations into useful content.  

• Develop the content and key messages for CXG-hosted events and external conferences, panels and talks; act as a CXG speaker where appropriate; and work with internal experts to prepare other CXG speakers and turn the company’s point of view into compelling presentations and discussion topics. 

Market Intelligence 

• Keep abreast of market and competitive developments and ensure relevant findings are communicated across CXG.  

• Translate these findings into clear implications for CXG’s strategic priorities, client conversations, commercial opportunities and external thought leadership 

• Contribute market intelligence, evidence and relevant CXG perspectives to priority proposals and client deliverables, working with Practices, Solutions and Regions to strengthen the quality and relevance of the final output. 

• Manage and develop the Market Intelligence team member, setting clear priorities and reviewing the quality and usefulness of their work. 

 Competitive Analysis 

• Develop and continuously update a list of CXG competitors.  

• Research competitor performance, including revenues and market share where reliable information is available.  

• Identify and assess the impact of new competitors’ offerings.  

• Review competitors’ thought leadership, influence and presence.  

• Identify gaps in the conversations competitors are leading and opportunities for CXG to establish a distinct position.  

Industry Analysis 

• Research and review clients’ developments (e.g., new strategy, launch of new product or service, restructuring, M&A, key managerial appointments).  

• Track public financial announcements (e.g., quarterly and annual earnings).  

• Monitor developments in luxury, retail, customer experience and adjacent sectors; distinguish lasting shifts from short-lived topics and explain their implications for CXG and its clients.  

• Publish the weekly “This Week in Luxury” news brief and issue timely flash updates when significant developments require immediate attention, such as financial announcements, major transactions or leadership changes. 

 Internal Dissemination and Application 

Synthesize research and findings into concise, actionable outputs tailored to the needs of relevant internal stakeholders. Feed findings into the Thought Leadership roadmap.  

• Proactively bring relevant market signals to Practices, Regions and leadership early enough to inform decisions, client conversations and potential cross-practice opportunities.  

• Disseminate new thought leadership across CXG and equip Practices, Regions and client-facing teams with the key messages and supporting materials needed to use it in client conversations and commercial activities. 

Requirements

What will you bring along?

• Experience should be 12 years plus.
• Proven experience developing thought leadership, editorial content or insight-led communications in a consulting, research, customer experience, retail or luxury environment.  

• Excellent English writing and editing skills, with a portfolio demonstrating original, well-argued, evidence-led articles or publications written personally. If possible, include examples that turn proprietary research, data or specialist expertise into a distinctive point of view. 

• Strong research and analytical skills: able to assess sources critically, connect market signals and form a clear point of view rather than simply summarize trends.  

• Sound knowledge of luxury, retail and customer experience, and curiosity about how these sectors are evolving across markets.  

• Ability to interview senior experts, challenge ideas constructively and turn specialist knowledge into accessible, credible content.  

• Comfort working independently in a remote setting, managing an editorial roadmap and delivering finished work without a large production team.  

• Experience managing or coaching at least one team member.  

• Confidence preparing and hosting interviews or podcasts is a plus.