At a Glance
- Tasks: Lead the design of customer experiences that delight food lovers at Waitrose.
- Company: Join Waitrose, a leading brand focused on exceptional customer experiences.
- Benefits: Competitive salary up to £72,000, hybrid working, and career development opportunities.
- Other info: Work in a collaborative culture with a focus on impactful design.
- Why this job: Shape the future of customer experience in a dynamic and innovative environment.
- Qualifications: Experience in design-led environments and influencing cross-functional teams.
The predicted salary is between 72000 - 72000 £ per year.
About The Role
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.
- Job Details
- Expected salary – up to £72,000, depending on experience
- Contract type – Permanent
- Working pattern – Hybrid; office 3 days a week (core days Tuesday and Wednesday; the other day may be in‑store or with an agency)
- Location – Bracknell Head Office
- Interviews – to be held in Bracknell on 10th & 11th August
Key Responsibilities
- Strategic Experience Design – develop the end‑to‑end food lovers experience, the 3‑year CX plan and its 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 You’ll Need
- 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 You May Have
- Experience in complex, multi‑channel organisations.
- Experience working alongside product, digital or operational teams.
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Customer Experience Design Manager employer: Waitrose & Partners
Waitrose & Partners in Harlow is an excellent employer, offering a vibrant work culture that prioritises customer satisfaction and teamwork. Employees benefit from comprehensive training, opportunities for career advancement, and a commitment to work-life balance, making it a rewarding place to grow your career in the retail sector.
