Customer Experience Performance Specialist in Bracknell

Overview

We are seeking a Customer Experience Performance Specialist to join the Waitrose team.

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 collaborate with the Experience Performance Manager to develop our CX measurement framework and identify key enterprise pain and passion points.

This role is known internally as Experience Performance Specialist.

Important notes: some roles are subject to pre-employment vetting (which may include DBS checks for successful candidates).

If required, you\'ll be informed during the recruitment process and provided with information about vetting.

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 and experience

• Experience working with customer insight, feedback or performance data in a role focused 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 working in human-centred or design-led environments.
• CX accredited qualification.
• Details
• Location: Bracknell Head Office, Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA
• Contract type: Permanent
• Hours of work: 35 hours per week
• Interview dates: Bracknell on 29th & 30th July
• Night premium: Any time worked between 22:00 - 06:00 at £5.25 per hour (applies to existing Partners enrolled onto Enhanced Hours Premium)
• Company and culture

We\'re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose.

We are Partners, driven by our purpose to build a happier world.

We value kindness, respect, and an environment where everyone can thrive.

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