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    Customer Journey Manager - London, United Kingdom - Sainsbury's

    Sainsbury's
    Sainsbury's London, United Kingdom

    3 weeks ago

    Sainsbury's background
    Full time
    Description

    As a Customer Journey Manager, you will play an important role in enhancing our overall customer experience by strategically managing and optimising the end-to-end customer journey; shaping how customers perceive and interact with Sainsbury's brands and channels. Working in partnership with teams in the wider business, you will take the customer journey maps you own, using data and insights to proactively spot pain points and identify improvement solutions. You will collaborate across Sainsbury's and Argos, working cross-functionally to ensure the organisation aligns to create a seamless customer journey across all our online and physical channels. You will deepen the organisation's understanding of Customer Journey Management, highlighting its value to drive alignment and foster a customer-centric culture.

    What you need to do:

  • Collaborate with cross-functional teams to Audit, create and maintain customer journey maps
  • Make connections and identify opportunities from analysis of complex data, including customer feedback, behavioural data, external trends, operational, commercial and performance metrics
  • Prioritise improvements with data driven analysis of end to end performance of our customers journeys
  • Partner with teams across the business to develop customer experience improvements, influence their prioritisation, inclusion in roadmaps and deliver
  • Implement change in collaboration with design expertise to deliver solutions which improve customer experience. Managing from testing designs to rollout
  • Track and measure the impact of all change from initial experimentation to full execution, and the performance of our most important customer journeys
  • Partner with the business to ensure change meets our CX Principles & Standards, whilst delivering against overall business goals and objectives
  • Drive customer centricity and influence senior stakeholders to support initiatives by demonstrating customer and commercial impact
  • Role model and embed Sainsbury's valued behaviours of Own it, Make it Better and Be human. Focus on the action we all need to take and ensure we're making a difference for our customers and colleagues.

    • What you need to know and show:

  • Hands on experience in customer journey management, mapping and orchestration
  • Proficiency in customer-centric methodologies, journey management tools, project management, and change management approaches.
  • Passion for creating exceptional customer experiences
  • Proven track record in building and implementing successful customer journey initiatives
  • Excellent communication, influencing and collaboration skills, with an ability to build strong relationships, including up to senior manager level and work with a diverse range of disciplines in a complex organisation
  • Strong analytical skills with the ability to interpret data, draw actionable insights and make data driven decisions
  • Ability to spot and take accountability for issues through to resolution
  • Excellent change management skills to facilitate between different functions
  • Encouraging others to deliver results and try new approaches through data driven insight and sharing success

    • It would be desirable if you have:

  • Experience of specialist journey mapping and measurement management tools to audit, track and measure customer experience
  • Solid knowledge of prototyping to deliver rapid learning
  • Sound Retail experience both in-store and online

    • What decisions I can make including budget:

  • Prioritise enhancements through insight informed decision making

    • Directly or indirectly manages:

  • No direct reports. Works with other Customer Journey Managers, Customer Experience Designers and matrix teams.
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