Customer Experience Journey Manager

About the roleThis exciting and crucial role will put you right at the centre of ensuring we are listening to our customers and providing the services and experiences they want.
You will work with the Customer Experience Lead to set the Customer Experience (CX) priorities for Waitrose, deriving insights and driving a roadmap of activity and action to achieve our strategic customer experience goals.

You will be critical in improving the understanding and review of the customer experience and standards across the organisation, identifying opportunities, pain points and influencing priorities and activities that impact our customers with a broad range of stakeholders.
The ideal candidate will have extensive experience of mapping end to end customer journeys within a large organisation, have a real appreciation for customers and excel at relationship building and influencing.

• Working Pattern - We know flexible working is important to you, and it is important to us too. 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. In this position you can typically expect to spend 1-3 days in the office per week.

• Salary range - The salary range for this role is set at £53,000 - £80,500.

• Contract type - 12 month fixed term contract.

Key responsibilities

Some of the accountabilities for this role include:

• Apply an insight led but action orientated approach to understanding and documenting the performance of our key Waitrose physical customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis. 

• Working closely with the Customer Experience Managers which may involve some support with larger research projects - specifically qualitative research

• Own and develop a regular cross functional schedule of reviewing key customer experience journeys and/or touchpoints with the online customer journey manager and more widely with business owners. 

• Regularly report the status of key customer journeys and touchpoints to stakeholders, including Directors. 

• Own and develop the creative look and feel, visual presentation of Waitrose customer journeys. Demonstrate and use a range of approaches for the rapid identification and development against issues in the customer journey.

• Assure and challenge the CX activity roadmap that is owned by the customer experience team, ensuring that the team is focused on the right improvements and measures. 

• Lead the identification and prioritisation of customer pain points, progressing those which will deliver the maximum customer and commercial benefit. Influence business owners to remediate their processes as needed.

Essential skills/experience you’ll need 

• Significant experience and understanding of Customer experience management (CEM) for medium to large organisations and/or brands. Ability to influence and create positive change through customer experience principles and tools.

• Experience in a highly matrixed environment and delivering a roadmap of activity that delivers a balance of short term improvements and medium to long term differentiation.

• An enthusiasm for passion for planning, organisation and creative problem solving, an extensive understanding of how people, objectives, process and systems link together in a complex organisational environment

• Experienced in design thinking, agile projects, lean startup 'test and learn' experimentation

• Background or exposure to handling multiple priorities and resources at one time, working with cross-functional teams

• A mindset of continuous progression and adaptability to promote and embed the use of customer journey mapping in the organisation

Desirable skills/experience you may have

• A range of operational omni-channel experience in retail teams

• Industry recognised Customer Experience accreditation

• Experience in process improvement methodologies

• Knowledge and expertise in Lean Six Sigma or equivalent 

• Knowledge and expertise in Project Management and/or Programme Management

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About 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. If required, you’ll find out more about vetting throughout the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

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.