CX Journey Measurement Manager London, England
Job description
At a glance
This is a hybrid working role, therefore your time will primarily be split between working from home and the London/ Head Office. However, there will also be an expectation to visit other locations as the need arises.
The salary range for this role is set at £42,000.00 - £63,000.00
Contract type
This position is a Permanent role
About the role
John Lewis is here to inspire, delight and assure Britain’s shoppers in those moments that matter throughout life, and our Customer, Omnichannel and Customer Experience teams are right at the heart of that customer experience. Collectively, and collaborating with Partners in other teams, Partners in this directorate will be responsible for designing and delivering a transformation program that unlocks all of our Customer's "life moments” both in store and online, to inspire and guide our customer journeys and experiences, restore our profitability and elevate our customer service.
What you will be doing as the CX Journey Measurement Manager
You will be integral to measuring and analysing Customer journeys in both online and off-line environments. You will use both quantitative and qualitative insight to identify key focus areas, significant pain points and through benchmarking the ‘wider world’, identify opportunities where we can step change what we do today, for the future.
You will identify critical leakage points across each Customer touch point and work passionately with the CX, UX, UI, Experience, Research and Measurement communities to work through these problems and define solutions that will improve (and innovate) the overall Customer and Partner experience.
Working effectively across these stakeholder groups, building strong relationships, you will gain their buy-in and support, to bring opportunities to life and turn them into a sequence of activities and plans that you will deliver to support and complement the broader Omni-channel Digital strategy.
You are passionate about creating brilliant and innovative Customer and Partner experiences, you love data and insight and combine these two things in a unique way to understand what needs to be done whilst possessing the interpersonal skills to make things happen.
Essential Skills
Ability to analyse information/data from a range of sources to help outline opportunity and guide decision making.
Experience in facilitating customer experience improvements through the use of journey maps and data visualization to help size and prioritise accordingly.
Ability to influence and engage stakeholders and team members to reach common goals and develop strong working relationships throughout the business.
Highly organised and an ability to multitask and prioritise.
Understanding of customer experience research methodologies.
Customer focused approach with an understanding of key customer success metrics.
Strong communication and listening skills.
Benefits of the Partnership
You will enjoy 25% discount at John Lewis and 20% in Waitrose
The Partnership has a competitive pension scheme where your contributions will be matched by the Partnership (up to 8% of pay)
Excellent work-life balance, including a focus on well-being and flexible working and our marketing leading equal parenthood leave Policy
Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits LINK
Next Steps
The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process"
Once you've submitted an application the next steps of the process, if successful, will include a 1ststage virtual interview followed by a more detailed Stage 2 Interview.
You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Thanks for your patience in the meantime and for showing an interest in joining the John Lewis Partnership
For External applicants - Please click on the link below for the role profile
For Internal applicants only - If you would like to view the job outline for this role please copy and paste the following link into your browser LINK
Please note that should we receive high volumes we reserve the right to close the role early.
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