Customer Experience Journey Manager

Job title:

Customer Experience Journey Manager

Company

John Lewis Partnership

Job description

Posting End Date: February 1, 2025Join John Lewis or Waitrose todayIf you’ve ever stepped through the doors of a John Lewis or Waitrose shop, shopped online, or seen any of our adverts, you’ll know there’s something unique about us.That unique proposition is our Partners. As co-owners they have a say in our business and receive a share of the profits, so they put time and effort into making it work. Our Partners are the reason we’re the success we are. They’re our secret sauce; the opportunity for us to differentiate.Job Summary: This 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.Job Description: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 responsibilitiesSome 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 researchOwn 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 needSignificant 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 environmentExperienced in design thinking, agile projects, lean startup ‘test and learn’ experimentationBackground or exposure to handling multiple priorities and resources at one time, working with cross-functional teamsA mindset of continuous progression and adaptability to promote and embed the use of customer journey mapping in the organisationDesirable skills/experience you may haveA range of operational omni-channel experience in retail teamsIndustry recognised Customer Experience accreditationExperience in process improvement methodologiesKnowledge and expertise in Lean Six Sigma or equivalentKnowledge and expertise in Project Management and/or Programme Management#LI-HEADOFFICE#LI-JLPWTR#LI-HYBRIDPay: £53,000.00 – £85,000.00 AnnualScheduled Weekly hours: 35Worker Type: Temporary Partner (Fixed Term)Job Level: Partnership Level 6Hours of Work: Monday- Friday 9am – 5pm is standard working hours.At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you’re at your best when you’re free to be yourself.Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It’s why we’ve set our own aim to become the UK’s most inclusive business – for our Partners (employees) and our customers.We firmly believe that our future success lies in diversity of thought from all Partners and it’s integral in our mission to build a happier world. 🌍 💚We welcome applications from everyone interested in working for us. And, once you’re a Partner, your differences will make all the difference.Find out more about D&I in the Partnership .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 it is possible to do so. Please discuss this further with the hiring manager during your interview.–

Expected salary

£53000 – 85000 per year

Location

Bracknell, Berkshire

Job date

Sat, 25 Jan 2025 00:45:56 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.