Overview
We are looking for Customer Experience Design Managers at Waitrose to define and shape the end‑to‑end Waitrose experience for Food Lovers. As a Customer Experience Design Manager, 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.
Remuneration and Working Information
Salary up to £72,000 depending on experience.
Contract type: Permanent.
Working pattern: Hybrid – office 3 days a week (core days Tuesday and Wednesday) with the other day being in‑store or with an agency.
Location: Bracknell Head Office.
Interview dates: 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.
Essential Skills & Experience
- 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
- Experience in complex, multi‑channel organisations.
- Experience working alongside product, digital or operational teams.
Other Information
Closing date: 20 July 2026.
Pay range: £55,500.00 – £88,500.00 per annum.
Job level: Partnership Level 6.
Hours of work: 35 hours per week.
Where you'll be working: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA.
Customer Experience Design Manager in Bracknell employer: John Lewis plc
John Lewis plc is an excellent employer, offering a supportive work culture at The Odney Hotel in the picturesque setting of Cookham, Berkshire. Employees benefit from competitive pay, flexible part-time hours, and opportunities for growth within a renowned company known for its commitment to customer service excellence. Join us to be part of a team that values your contributions and fosters a rewarding career in hospitality.
