Customer Experience Designer

About the roleWe are looking for a talented Customer Experience Designer to join our team here at Waitrose.
In this role, you will design and deliver practical, end-to-end experience improvements that resolve customer pain points and foster consistency across the brand. Partnering with stakeholders across the business, you will develop innovative solutions and collaborate with Customer Experience Design Managers to craft key customer journeys and concepts within our defined experience strategy.

This role is known internally as Experience Designer.

• Expected salary - Salary up to £58,000 depending on experience.

• Contract type - This position is a Permanent contract.

• Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The team are required to be in the office 3 days a week, with core days being Tuesday and Wednesday. The other day may be instore or with an agency.

• Location - Bracknell Head Office

• Interviews - to be held in Bracknell on 29th & 30th July

Key responsibilities

• Design Solutions: Create clear, implementable experience solutions across journeys and touchpoints in line with CX strategy and principles

• Collaboration: Work with cross-functional matrix teams to design solutions that resolve specific customer pain points

• Test & Learn: Design and manage test and learn activity across agreed pain points, ensuring solutions are practical and scalable

• Systems Thinking: Apply systems thinking to ensure solutions work effectively across channels and operations

• Delivery & Standards: Translate strategic direction into design requirements, and contribute to clear standards for experience development within our CX toolkit

• Financials: Manage the day-to-day CX design budget.

Essential skills/experience you’ll need

• Experience working in human-centred or design-led environments. 

• Experience delivering customer or service improvements in live settings. 

• Evidence of turning insight into practical, implementable customer outcomes. 

Desirable skills/experience you may have

• Experience working across multiple channels or touchpoints. 

• CX accredited qualification 

#LI-HEADOFFICE#LI-SD1About The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:  

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.  

We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.