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For Companies At a Glance
- Tasks: Lead the global brand experience, ensuring every customer interaction feels premium and trusted.
- Company: Join Foundever, a partner of John Lewis and Waitrose, committed to exceptional service.
- Benefits: Competitive salary up to ÂŁ75,000, flexible working hours, and remote work options.
- Other info: Opportunity for travel and a dynamic role influencing global service standards.
- Why this job: Shape the future of customer experience for two of Britain's most beloved brands.
- Qualifications: 10-15+ years in CX or premium brand environments with strong coaching skills.
The predicted salary is between 75000 - 75000 ÂŁ per year.
About Us
At Foundever, we believe service is not a function — it is the brand. Your job is to make every customer feel exactly how they expect to feel when they walk into John Lewis or Waitrose — every time, on every channel, from anywhere in the world. Our partnership with the John Lewis Partnership spans two of Britain’s most loved heritage retailers: John Lewis and Waitrose. These are brands built on trust, quality, fairness and an unwavering commitment to doing the right thing for customers. As they continue their ambition to be radically relevant, unashamedly premium and truly omnichannel, we play a critical role in how that promise is experienced by customers every day.
Role Purpose
The Head of Brand Experience (Global) exists to ensure every customer interaction delivered from our offshore locations feels unmistakably John Lewis — trusted, premium, warm, knowledgeable and human. John Lewis customers expect reassurance not scripts, ownership not hand‑offs, empathy not just efficiency, and service that feels calm, considered and confident. As we deliver from Morocco, S.A and PHP, geography should never dilute experience. This role will ensure offshore service rivals, if not exceeds, onshore delivery.
Primary Responsibilities
- Be the global guardian of the experience
- Own the Brand Experience Standard and Playbook
- Translate heritage and values into observable behaviours
- Define what “Never Knowingly Undersold” means in service
- Ensure interactions feel trusted, relevant and premium
- Deep brand and cultural immersion
- Partner directly with John Lewis brand and CX teams
- Attend store visits and immersions
- Translate UK nuance, language and expectations for offshore teams
- Keep teams current on UK culture and retail moments
- Design premium behaviour
- Embed emotional intelligence, empathy and rapport
- Coach teams to sound natural, warm and human
- Elevate written and digital communications to premium standards
- Create white‑glove ownership behaviours
- Replace scripts with confidence and judgement
- Certification and readiness
- Gatekeep readiness to serve
- Set minimum standards
- Influence hiring profiles
- Hold authority to delay teams not meeting expectations
- Quality and insight
- Architect QA to measure how customers feel, not just compliance
- Leverage analytics and AI coaching
- Use customer feedback to continuously improve
- Client partnership
- Act as Foundever’s Brand Experience authority
- Participate in governance and reviews
- Position Foundever as a premium CX partner
Experience Requirements
- 10–15+ years in CX, service excellence or premium brand environments
- Experience with offshore or global delivery
- Strong coaching and behavioural design capability
- Executive presence with senior stakeholders
- Deep emotional intelligence and high standards
What success looks like
- Customers cannot tell where service is delivered
- Stronger CSAT, NPS and first contact resolution
- Reduced escalations
- Enhance value generation
- Increased client confidence
- A globally consistent premium experience
Key Points
- Competitive salary, up to ÂŁ75,000.00
- Monday to Friday, 09:00 to 17:30 (flexibility required to suit business and client needs)
- Permanent, full-time
- Work at Home
- Travel as required, up to 30%
Head of Brand Experience employer: Foundever
Contact Detail:
Foundever Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Brand Experience
✨Tip Number 1
Get to know the brand inside out! Dive deep into John Lewis and Waitrose's values, heritage, and customer expectations. This will help you speak their language during interviews and show that you're genuinely passionate about the role.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn and ask them about their experiences. This insider info can give you a leg up and help you tailor your approach to what they value most in candidates.
✨Tip Number 3
Prepare for situational questions! Think of examples from your past where you've demonstrated emotional intelligence, premium service, and coaching skills. Be ready to share how you’ve made a difference in customer experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to the brand experience.
We think you need these skills to ace Head of Brand Experience
Some tips for your application 🫡
Show Your Passion for Brand Experience: When you're writing your application, let your enthusiasm for brand experience shine through. We want to see how you connect with the values of John Lewis and how you can embody that in every customer interaction.
Be Specific About Your Experience: Make sure to highlight your relevant experience in CX and service excellence. We’re looking for concrete examples of how you've created premium experiences in the past, so don’t hold back on the details!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Head of Brand Experience role. We love it when candidates show they’ve done their homework.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Foundever
✨Know the Brand Inside Out
Before your interview, dive deep into Foundever and John Lewis. Understand their values, heritage, and what makes them tick. This will help you articulate how you can embody their brand experience in your role.
✨Showcase Your Emotional Intelligence
Given the emphasis on empathy and human connection, prepare examples that highlight your emotional intelligence. Think of situations where you've successfully navigated customer interactions with warmth and understanding.
✨Prepare for Behavioural Questions
Expect questions that assess your coaching and behavioural design capabilities. Use the STAR method (Situation, Task, Action, Result) to structure your responses, focusing on how you've elevated service standards in previous roles.
✨Demonstrate Your Global Perspective
Since this role involves offshore delivery, be ready to discuss your experience with global teams. Share insights on how you’ve adapted brand experiences across different cultures and ensured consistency in service quality.