Posting End Date:
January 24, 2025
Join John Lewis or Waitrose today
If 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:
We have an exciting opportunity for FOUR Customer Experience Proposition Managers to join our Brand & Customer Experience team reporting into our Customer Experience Lead with a mix of permanent and fixed term contracts available.
We know flexible working is important to you, and it is important to us too. The Partnership has adopted a blended 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 CX team are in the Bracknell Head Office every Tuesday and up to another 2 days a week to connect and on a more ad-hoc basis to attend key meetings but again, are flexible on this.
- The salary range for this role is set at £53,000 - £85,000. We are looking for candidates within the salary range of £53,000 - £70,000
- These vacancies are a mix of permanent and 12 month fixed term contracts
- Interviews will be held in person, at our Bracknell campus on Tuesday February 4th and Thursday February 6th 2025
Job Description:
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 be known for building the ultimate Waitrose experience for our customers and driving loyalty and advocacy amongst our target customers. Leading temporary, cross functional, collaborative squads, you will explore, design, prototype, test and develop end-to-end customer propositions and/or fix customer pain points, bringing each opportunity to an agreed conclusion. You’ll aim to keep progressing the Waitrose customer experience and positively impacting as many customers as possible.
As a Senior member of the team, you’ll contribute to the health and performance of the Profession by role modelling the proposition design process, balancing an entrepreneurial, innovative mindset with a pragmatic, commercial approach. You’ll work with independence, passion, agility, pace and actively manage stakeholders of all levels to see opportunities through from conception to consumer testing of prototypes, and where warranted, expansion and scale. You’ll take pride in both successes and failures, driving a cultural change to the way we work and actively contributing to the delivery of our Waitrose Partnership Plan.
The ideal candidate will have experience of end to end shaping and defining of customer propositions within a large organisation, have a real appreciation for customers, excelling at relationship building and influencing.
Essential skills you’ll need:
Experience in shaping and defining improvements to the customer experience
Experience in retail customer experience improvements across store, app, website journeys
Experience in directing a matrix group to deliver an outcome or goal and reporting the status of key customer propositions to stakeholders at all levels, including Directors.
In depth understanding of proposition design tools, methods and approaches
History of delivering improvements to the customer experience
Desirable skills you’ll 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
For internal use only:
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Pay:
£53,000.00 - £85,000.00 Annual
Scheduled Weekly hours:
35
Worker Type:
Permanent Partner
Job Level:
Partnership Level 6
Hours 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 here.
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.
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