Posting End Date: August 31, 2023
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: The Partnership has adopted a hybrid 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 aim for around 1-2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings but again, are flexible on this. The role could also be based at either our Bracknell or Victoria campus based on your preference.
:
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\xe2\x80\x99s most inclusive business, reflecting and connecting with the diverse communities that we serve.
Key Responsibilities:
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