At a Glance
- Tasks: Lead the design of customer experiences that delight food lovers at Waitrose.
- Company: Join the largest employee-owned business in the UK, known for its collaborative culture.
- Benefits: Competitive salary, hybrid working, and a chance to shape customer experiences.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer journeys and enhance the Waitrose experience.
- Qualifications: Experience in design-led environments and influencing cross-functional teams.
The predicted salary is between 50000 - 88500 £ per year.
Overview
We are looking for Customer Experience Design Managers to join our team at Waitrose.
As a Customer Experience Design Manager, you will play a pivotal role in defining and shaping the end-to-end Waitrose experience for Food Lovers.
You will ensure our customer experiences are built around eliminating pain points and enhancing passion points that drive customer behaviour, perception, and commercial performance.
In this role, 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.
Expected salary - Salary up to £72,000 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 10th & 11th August.
Location details and general information are provided for context and planning purposes.
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.
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- Role details
- To learn more about this role, please copy and paste this link into a new browser window: https://embed. wirewax. com/8114190
- Closing Date: July 20, 2026
- Contract Type: Permanent
- Hours of Work: 35 hours per week
- Job Level: Partnership Level 6
- Where You\'ll Be Working: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA
- About the Partnership
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 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: Some 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.
Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required.
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Customer Experience Design Manager in Bracknell employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
