Waitrose & Partners
Customer Experience Design Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About The Role
We are looking for Customer Experience Design Managers to join our team at Waitrose. As a Customer Experience Design Manager, you will play a pivotal role in defining and shaping the end-to-end Waitrose experience for Food Lovers. You will ensure our customer experiences are built around eliminating pain points and enhancing passion points that drive customer behaviour, perception, and commercial performance. In this role, you will lead the design of key customer journeys and concepts, partnering with cross-functional matrix teams to inspire and influence development activity fully aligned with our food lover ambition. This role is known internally as Experience Design Manager.
Expected salary - Salary up to £72,000 depending on experience.
Contract type - This position is a Permanent contract.
Working pattern/flexible working - 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. The team are required to be in the office 3 days a week, with core days being Tuesday and Wednesday. The other day may be instore or with an agency.
Location - Bracknell Head Office
Interviews - to be held in Bracknell on 10th & 11th August
Key Responsibilities
- Strategic Experience Design: Play a key role in developing the end-to-end food lovers experience, the 3-year CX plan, and the associated budget. Translate customer insights into clear, compelling, and actionable priority experiences.
- Cross-Functional Leadership: Lead complex, cross-functional value stream priorities. Partner closely with Store Concept Design and other matrix teams to design customer outcomes across priority experiences.
- Stakeholder Influence: Use the voice of the customer to influence and align delivery, operational, and design teams around shared customer outcomes, advocating for fewer, higher-impact experience changes.
- Systems Thinking: Apply systems thinking to seamlessly connect people, processes, technology, and environments into a coherent omnichannel experience.
- Test, Learn & Standards: Design and lead test-and-learn activities to ensure solutions are practical and scalable. Set and maintain clear design quality standards as part of an overall CX toolkit.
- Capability Building: Coach and develop team capability to improve consistency, pace, and impact across experience design practices.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Essential Skills/experience You’ll Need
- Experience working in design-led, human-centred or service design environments.
- Proven track record of defining and delivering end-to-end experience improvements.
- Experience influencing cross-functional teams and senior stakeholders, leading workshops and workstreams.
- Evidence of shaping priorities and direction, not just outputs.
- Experience working across short-term delivery and longer-term transformation.
Desirable Skills/experience You May Have
- Experience in complex, multi-channel organisations.
- Experience working alongside product, digital or operational teams.
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
- We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early.
- If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.
- 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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills