At a Glance
- Tasks: Design and deliver innovative customer experiences that resolve pain points and enhance brand consistency.
- Company: Join Waitrose, the largest employee-owned business in the UK, focused on creating a happier world.
- Benefits: Competitive salary, hybrid working, and a supportive environment for personal growth.
- Other info: Flexible working options available to support work-life balance.
- Why this job: Make a real impact by crafting key customer journeys and improving experiences.
- Qualifications: Experience in human-centred design and delivering customer improvements.
We are looking for a talented Customer Experience Designer to join our team here at Waitrose. In this role, you will design and deliver practical, end-to-end experience improvements that resolve customer pain points and foster consistency across the brand. Partnering with stakeholders across the business, you will develop innovative solutions and collaborate with Customer Experience Design Managers to craft key customer journeys and concepts within our defined experience strategy.
This role is known internally as Experience Designer.
In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £5.25 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.
Expected salary - Salary up to £58,000 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 29th & 30th July
Key responsibilities
- Design Solutions: Create clear, implementable experience solutions across journeys and touchpoints in line with CX strategy and principles
- Collaboration: Work with cross-functional matrix teams to design solutions that resolve specific customer pain points
- Test & Learn: Design and manage test and learn activity across agreed pain points, ensuring solutions are practical and scalable
- Systems Thinking: Apply systems thinking to ensure solutions work effectively across channels and operations
- Delivery & Standards: Translate strategic direction into design requirements, and contribute to clear standards for experience development within our CX toolkit
- Financials: Manage the day-to-day CX design budget.
Essential skills/experience you’ll need
- Experience working in human-centred or design-led environments.
- Experience delivering customer or service improvements in live settings.
- Evidence of turning insight into practical, implementable customer outcomes.
Desirable skills/experience you may have
- Experience working across multiple channels or touchpoints.
- CX accredited qualification.
Closing Date: July 20, 2026
Pay: £47,000.00 - £73,500.00 Annual
Contract Type: Permanent
Hours of Work: 35 hours per week
Job Level: Partnership Level 7
Where You'll Be Working: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA
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 also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.
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.
Customer Experience Designer in Bracknell employer: John Lewis
As a Retail Sales Assistant at John Lewis in Horsham, you will be part of a renowned company that values its employees and fosters a supportive work culture. With competitive pay and the opportunity for uncapped commission, you can grow your skills in a dynamic retail environment while enjoying flexible working hours. John Lewis is committed to employee development, ensuring that you have access to training and growth opportunities that make your role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Designer in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at John Lewis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like John Lewis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Designer in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to John Lewis:Your cover letter is your chance to shine! Tell us why you want to work at John Lewis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at John Lewis!
How to prepare for a job interview at John Lewis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
