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To lead on the development of an omnichannel CX Strategy and Vision, defining how the brand proposition comes to life across customer touchpoints and across Waitrose physical and digital real estate, setting out clear CX guardrails and measurable customer and commercial outcomes.

Once developed, you will lead on delivering and maintaining that strategy end to end, in collaboration with multi-disciplinary teams across the business.

You will build the CX vision and propositions to support key customer initiatives which have been prioritised and funded across the business and support proposition development in service of the brand & customer strategy where required on a consultative basis.

You will lead a team of CX experts, monitoring the omnichannel customer experience, identifying opportunity moments and pain points, assessing scale and impact to prioritise action and fast-track implementation to deliver improved customer and commercial outcomes.

Through your Profession you will have the opportunity to develop and stretch personally and professionally to achieve your potential.

The Partnership supports agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing. Head office areas also support a blended working approach.

We celebrate diversity and inclusion in the John lewis Partnership and we are committed to becoming the UK’s most inclusive business, reflecting and connecting with the diverse communities that we serve.

Key Responsibilities:

• Support the CW Lead to transition and embed the new CX strategy and vision
• Lead on the ‘dream’ and ‘design’ CX propositional development in service of our Waitrose Brand and Customer Strategy to support the investment in the Waitrose physical estate and to optimise customer and commercial outcomes.
• Provide clear planning and orchestration to drive the ultimate delivery of game-changing propositions, collaborating with multiple interfaces across Waitrose. John Lewis and the wider Partnership.
• Design and embed the processes and ways of working to deliver on CX Partnership ambitions, securing necessary resources and robust tracking and measurement.
• Develop a CX strategy, map critical journeys and develop CX guardrails - based on a clear business case with set measurable objectives.
• Lead the delivery of CX strategy, gaining buy-in from senior stakeholders (to Board level), driving prioritisation and deployment across functions and teams.
• Support major prioritised and funded customer initiatives with journey mapping and experience vision development.
• Monitor customer experience / pain points, define the issues, impact scale and outcomes to be achieved for the implementations in channels (e.g. to Omni/Online/Retail teams).
• Provide subject matter expertise in the delivery and management of customer experience across the business, to ensure that new propositions, developments or partner service changes are optimised with a customer-first, data-led mindset.
• Identify the customer need/opportunity through data and insight and lead the development of options with cross functional stakeholders to recommend improvements that align with our Brand and Customer Strategy, identified outcomes and our Waitrose Partnership Plan.
• Where required, you will work with Proposition Managers to develop the business case for Partner resources and investment, recommending clear and budgeted actions for review by the relevant governance group.
• Lead the development of customer improvements through your sound knowledge of CX design principles, customer journey mapping, agile working and stakeholder management.

Essential Skills:

• CX strategy development and deployment.

• Customer experience and service design for game-changing new propositions and brands.

• Best in class experience in proposition development and deploy https://www.partnerintranet.co.uk/itr/ment end to end across physical and digital real estate/channels.

• Demonstrable experience of influencing stakeholders up to board level and driving delivery through collaboration across indirect teams.

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

• First class understanding of the retail market and the underlying economics of a businesses.

• Demonstrable experience of influencing stakeholders up to board level and in a range of business contexts.

• Demonstrable experience of providing strategic insight: framing issues, conclusions and recommendations to enable quick and sound decision making.

• Advanced written communication skills, experience of writing reports and presentations.

• Good understanding of strategic and analytical tools and techniques.

Desirable:

• Qualifications or professional experience of behavioural psychology, marketing or digital design.

• Experience making effective data informed decisions, supported by the use of data visualisation tools such as Tableau.

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, are likely to include a 1 stage virtual 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 JLP.

For internal use only:

You can view a copy of the full job outline HERE

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