At a Glance
- Tasks: Transform customer insights into actionable strategies to enhance the 'Food Lover' experience.
- Company: Join Waitrose, a leading employee-owned business in the UK.
- Benefits: Competitive salary, hybrid working, and a focus on work-life balance.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer experiences and collaborating with diverse teams.
- Qualifications: Experience in customer insight analysis and translating data into practical recommendations.
We are seeking a Customer Experience Performance Specialist to join the Waitrose team. In this role, you will translate customer insights and performance signals into actionable outputs that empower teams to prioritise and deliver improvements to the 'Food Lover' experience. You will also collaborate with the Experience Performance Manager to develop our CX measurement framework and identify key enterprise pain and passion points.
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
- Insight & Analysis: Analyse customer feedback, performance signals, and research to identify key themes, patterns, and priorities.
- Actionable Outputs: Translate complex data and insights into clear, simple, and practical "so what" recommendations to support decision-making and prioritisation.
- Holistic Reporting: Connect multiple data inputs (e.g., complaints, customer feedback, research, trends) into a single, coherent view of experience performance.
- Collaboration: Work closely with teams across the business to ensure customer insight is understood, applied to practice, and used to resolve immediate issues and inform long-term planning.
- Standards & Budget: Support the development and maintenance of experience standards for data actionability and handle the day-to-day management of the Experience Performance budget.
- Customer Proximity: Spend time with customers in our stores and collaborate with key internal stakeholders across the business.
Essential skills/experience you’ll need
- Experience working with customer insight, feedback or performance data in a role focussed on action, not just reporting.
- Experience translating data or feedback into clear, practical recommendations or next steps.
- Experience combining multiple sources of input (e.g. customer feedback, complaints, research, performance trends) into a single view.
- Evidence of supporting teams to understand insight and apply it in practice.
- Experience working in environments where priorities are not fixed and require interpretation and judgement.
- Experience supporting prioritisation, planning or improvement initiatives.
- Experience working alongside analytics or insight teams to bridge data and action.
Desirable skills/experience you may have
- Experience working in human-centred or design-led environments.
- CX accredited qualification.
Closing Date: July 13, 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.
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.
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 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 Performance Specialist 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 Performance Specialist 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 Performance Specialist 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.
