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Head of Customer Journey Management - London, United Kingdom - Sainsbury's

Sainsbury's

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location

Holborn Store Support Centre and Home, Sainsbury's Supermarkets Ltd 33 Holborn, London, EC1N 2HT

Hours

Full-time

Contract-Type

Permanent

Salary

Competitive Plus Benefits

Areas of business

Retail

Closing date

2024/03/28 13:30:00

Job ID

228512

We all want satisfying work and a good work-life balance, right? At Sainsbury's, this is what you'll find. As the crucial connection between sellers and buyers, as well as the retail and head office, our retail operations team is the engine that keeps everything moving. With teams dedicated to various aspects like store operations, transformation, online services, and more, we have a hand in almost every facet of the business. It's a fast-paced environment where you have to be ready to adapt not just daily, but sometimes hourly. While we make plans, it's essential for everyone to think beyond their job descriptions and seek ways to improve and optimize how we do things. There's a strong team spirit here too. Because it's individuals like you who have the power to truly revolutionize this segment of the business.

What You'll Be Doing:

Responsible for overseeing our customer journeys, identifying pain points, and spotting improvement opportunities by tracking performance metrics and KPIs
Collaborate with cross-functional teams to drive strategic planning and prioritize enhancements for the current year and future roadmaps
Monitor and analyze customer journey performance metrics and KPIs to track our customer experience performance
Use analytics data and customer insights to understand behavior and inform the design and optimization of our customer experience
Represent the customer in all interactions across the business to support our strategic customer vision
Ensure our customer journeys align with our brand promise, creating mission-focused experiences that resonate with customers
Upskill and influence the business to co-create, deliver, and embed improvements to customer experiences
Demonstrate the commercial impact of customer experience improvements and collaborate with senior internal stakeholders to deliver a cohesive customer experience
Provide CX assurance by aligning decisions with our CX principles and standards
Lead experimentation initiatives to optimize the customer experience and partner with Heads of Customer Experience Design and CX Research & improvement to prioritize initiatives
Lead change from initial experimentation to delivering scalable solutions, focusing on customer experience improvements within 0-2 years
Provide CX advice, insight, and guidance to teams across the business using data and continuous journey measurement
Build, lead, and inspire a high-performing team of Customer Journey Managers and a delivery manager
Provide strong, visible leadership to help deliver a positive culture and lead on the engagement and upskilling on journey mapping within Customer Experience Design and Product Experience Design
Role model and embed Sainsbury's valued behaviors focusing on making a difference for customers and colleagues

What You Need to Know and Demonstrate:

Experience in customer journey management across various retail channels
Leadership experience in Customer Experience, Experience Design, or similar, showing ownership and optimization of end-to-end customer experience
Track record in developing and implementing customer journey strategies, informed by critical business metrics
Passion for customer-centricity and commercial awareness to drive impactful change
Excellent communication skills and ability to build strong relationships at all levels