E2E Customer Experience Specialist

5 days ago

London, Greater London, United Kingdom Sainsbury's Full time £40,000 - £80,000 per year

Please note that the contract length for this position could be up to 18 months, depending on start date

Why join us

Joining Sainsbury's as an End-to-End Customer Experience Specialist means being part of a dynamic and innovative team that places the customer at the centre of everything we do. You will have the opportunity to lead the transformation of customer journeys across physical and digital channels, working collaboratively with cross-functional teams to drive improvements and deliver exceptional customer experiences aligned with our corporate strategy. In a sector undergoing unprecedented transformation, you will have the chance to make a real impact, drive your development, and contribute to a culture of collaboration and flexibility, supported by a range of colleague benefits.

What you'll do

As an End-to-End Customer Experience Specialist at Sainsbury's, you will play a pivotal role in leading or supporting redesign and optimisation of end-to-end customer journeys across both physical and digital channels. Working closely with cross-functional teams, you will utilise data and insights to identify pain points and opportunities for improvement, ultimately envisioning and creating new customer experiences that align with Sainsbury's corporate strategy. Your responsibilities will include collaborating with stakeholders, conducting user research, influencing stakeholders, measuring the impact of customer-focused changes, and ensuring inclusive and accessible design principles are embedded in your work.

Who you are

You are a seasoned professional with a proven track record in customer experience, service design, and/or UX methodologies. With a keen ability to collaborate with and influence stakeholders, you excel in synthesising data and insights to drive customer-centric solutions while aligning with business objectives. Your ideal proficiency in journey mapping, CX design, and project management, coupled with your expertise in user research and rapid prototyping, enables you to deliver impactful customer experiences that drive business growth and customer loyalty. Your initiative, flexibility, and problem-solving skills make you adept at managing multiple priorities and complex dynamics, positioning you as a key driver of customer experience improvements within a transformative and dynamic environment.

Essential Criteria

  • Proven experience in customer experience, either customer journey mapping and user experience (UX) design preferable, with a demonstrated ability to optimise and innovate across both physical and digital channels.
  • Strong analytical skills, capable of reviewing complex data sets and extracting actionable insights to inform customer-focused improvements, including the ability to present findings with clear, strategic recommendations.
  • Excellent stakeholder management and influencing skills, with the confidence to communicate and deliver insight-driven recommendations to cross-functional teams and senior leaders.
  • Proved ability to manage multiple priorities and adapt flexibly within a fast-paced, transformative environment.

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