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CX job vacancy of the week: John Lewis

4th May 2021
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

This week: Head of Customer Experience at John Lewis (based in London, UK)

The John Lewis Partnership owns and operates two of Britain's best-loved retail brands - John Lewis and Waitrose. Started as a radical idea nearly a century ago, the Partnership is the largest employee-owned business in the UK and amongst the largest in the world, with over 80,000 employees who are all Partners in the business. 

As part of the Omni-Channel Leadership team, you will lead the customer journey team to develop inspiring, distinctive and commercial end-to-end customer journeys across sales and servicing channels. These journeys will be both in a digital and physical world, therefore understanding the distinctions will be important. You will set the framework for all service design at a macro level in conjunction with the Head of Brand, bringing clarity and cementing the compelling reason for making a customer shop and experience service with John Lewis & Partners. 

Main responsibilities:

Mapping of emerging key customer journeys will be paramount, and bringing to life for the Partnership which journeys drive the most value for the customer, the brand and the business. You are responsible for defining the key measurement criteria across the physical and digital touchpoints and how well the Partnership are meeting customer expectations - and therefore, determining the focus of the businesses' investment model. Definition of the key KPIs across the touchpoints both physical and digital will be required.  Definition of the service promises framework and how they map across the touchpoints and the interconnection with the Partners in customer facing roles will be a key deliverable in this role.

You will use your deep design and research expertise to lead the customer experience/ journey strategy by surfacing insights and articulating innovative opportunities that promote and drive consistent and differentiating brand experience. By utilising digital methodologies that dissect our physical and digital estates, you will ensure that the end-to-end customer experience is consistent and coherent across brands and platforms, delivering outcomes across brand, customer and commercial objectives.

You will lead a community of creative and highly experienced Service Designers, UX/UI and Developers to deliver compelling and holistic end-to-end customer journeys. Development of inspirational and innovative experiences for customers and users across all touchpoints will develop a market leading approach. Having a strong relationship with the Partnerships insights team will be vital in identifying customer needs, and key trends which will enable strong development of journey differentiators.

You will manage the strategic planning for the designs bringing together the user experience through visual design expertise, having market leading skills in graphic design and front-end development.


What you have:

  • "Hands-on" senior experience in CX design essential
  • Broad CX experience across retail or digital channels
  • Digital UX experience and channel understanding also highly valuable
  • Experience of leading large teams
  • Proven experience of designing for complex propositions
  • Collaborative Leadership approach across multiple teams
  • Experience and understanding across omnichannel (platforms)
  • Expert in User-Centred Design methodologies

What else you could bring 

  • Human-Computer Interaction (HCI) Design qualification
  • Retail background would be advantageous
  • Knowledge of Web Content Accessibility Guidelines (WCAG)
  • Experience of Service Design

For further information and to submit an application visit the John Lewis jobs board

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