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Head of Customer Experience

2 months ago

Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time

About the Role

We're looking for a talented individual to lead our customer experience strategy and drive business growth at Tesco. As a key member of our team, you'll be responsible for championing customer-centric initiatives and ensuring that our online services meet the highest standards of quality and satisfaction.

Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy that aligns with Tesco's business objectives
  • Lead a small team to deliver exceptional customer experiences across all online touchpoints
  • Collaborate with cross-functional teams to identify and prioritize customer experience improvement opportunities
  • Champion personalization and relevance in our online services to drive customer engagement and loyalty
  • Partner with analytics and insights teams to inform customer experience decisions and measure their impact
  • Ensure that our retail media activities balance commercial and customer objectives, delivering an optimal experience for customers
  • Lead incident planning and recovery efforts to minimize the impact of online issues on customer experience
  • Support agile squads and centers of expertise in post-order, customer, technology, and fulfillment teams to drive smart and efficient use of agile working practices

Requirements

  • Proven leadership experience in a customer experience role, with a track record of driving business growth and improvement
  • Strong understanding of ecommerce and digital marketing principles, with experience in driving relevance and personalization online
  • Excellent project and stakeholder management skills, with the ability to influence and drive alignment at all levels
  • Strong communication and storytelling skills, with the ability to present confidently to stakeholders, including business leaders and executives
  • Broad stakeholder management experience, including executive-level interactions

What We Offer

  • A competitive salary and bonus scheme
  • A comprehensive benefits package, including wellbeing services, an award-winning pension scheme, and more
  • Opportunities for career growth and development in a dynamic and innovative company
  • A collaborative and inclusive work environment that values diversity and promotes work-life balance