Customer Experience Journey Manager

Working Pattern - We know flexible working is important to you, and it is important to us too. 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. In this position you can typically expect to spend 1-3 days in the office per week. Salary range - The salary range for this role is set at £53,000 - £80,500. Contract type - 12 month fixed term contract. Key responsibilities Some of the accountabilities for this role include: Apply an insight led but action orientated approach to understanding and documenting the performance of our key Waitrose physical customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis. Working closely with the Customer Experience Managers which may involve some support with larger research projects - specifically qualitative research Own and develop a regular cross functional schedule of reviewing key customer experience journeys and/or touchpoints with the online customer journey manager and more widely with business owners. Regularly report the status of key customer journeys and touchpoints to stakeholders, including Directors. Own and develop the creative look and feel, visual presentation of Waitrose customer journeys. Demonstrate and use a range of approaches for the rapid identification and development against issues in the customer journey. Assure and challenge the CX activity roadmap that is owned by the customer experience team, ensuring that the team is focused on the right improvements and measures. Lead the identification and prioritisation of customer pain points, progressing those which will deliver the maximum customer and commercial benefit. Influence business owners to remediate their processes as needed. Essential skills/experience you’ll need Significant experience and understanding of Customer experience management (CEM) for medium to large organisations and/or brands. Ability to influence and create positive change through customer experience principles and tools. Experience in a highly matrixed environment and delivering a roadmap of activity that delivers a balance of short term improvements and medium to long term differentiation. An enthusiasm for passion for planning, organisation and creative problem solving, an extensive understanding of how people, objectives, process and systems link together in a complex organisational environment Experienced in design thinking, agile projects, lean startup 'test and learn' experimentation Background or exposure to handling multiple priorities and resources at one time, working with cross-functional teams A mindset of continuous progression and adaptability to promote and embed the use of customer journey mapping in the organisation Desirable skills/experience you may 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 #LI-HEADOFFICE #LI-JLPWTR #LI-HYBRID