Customer Experience Proposition Manager

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About the role
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.
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

About The Partnership

We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.

We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it.

Important points to note:

It's important to note that some of our roles are subject to pre-employment vetting. If required, you'll find out more about vetting throughout the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

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 possible. Please discuss this further with the hiring manager during your interview.