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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:

Job Description:

At a glance:

We have an exciting opportunity to join our Brand & Customer Experience team as a Customer Experience Proposition Manager reporting into our CX Lead.

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.

• 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 - £69,000

• This position is a 6 month fixed term contract

• Interviews will be held in person, at our Bracknell campus on Thursday 1st August

About the role:

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 contribute 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 the store, app and website

• Experience in leading a matrix group of individuals to deliver an outcome or goal

• In depth understanding of proposition design tools, methods and approaches

• Track record of delivering improvements to the customer experience

What else could you bring:

• 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

Benefits of the Partnership and the role

• ? - Hybrid Working

• ?️ - Full - time working holiday entitlement 25 days holiday, plus public and bank holidays (this is prorated for part time hours)

• ⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy

• ? - Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not

• ? - You’ll get Partnership discount in store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount.

• ? - Simple cycle to work support scheme

• ? - We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them

• ? - Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - ttps://www.jlpjobs.com/about/benefits/

Next steps:

• The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

• Once you've submitted an application the next steps of the process, if successful, are likely to include a 1 stage virtual interview.

• You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

• We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore, we recommend that you apply early.

Thanks for your patience in the meantime and for showing an interest in joining JLP.

Internal Partners you can view a copy of the full job outline here: https://drive.google.com/file/d/1qdaaTnzomqvd2D6D2DrOjpPm_sjrDycM/view?usp=sharing

External applicants you can view a copy of the full job outline attached to this advert.

For internal use only:

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At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself.

Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers.

We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. ? ?

We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference.

Find out more about D&I in the Partnership here.

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 it is possible to do so. Please discuss this further with the hiring manager during your interview.