Joining Sainsbury's as an End-to-End Customer Experience Specialist means being part of a dynamic and transformative environment where the customer is truly at the heart of everything we do. You will have the opportunity to lead the redesign and enhancement of end-to-end customer journeys across various channels, using data-driven insights and design thinking to create exceptional experiences for our customers. Collaborating with cross-functional teams and working in a sector undergoing significant transformation, you will have the chance to drive customer experience improvements and contribute to the overall success of our brands. With a commitment to your development, a collaborative culture, and a flexible approach to working, joining our team provides a platform for growth and innovation in the ever-evolving landscape of customer experience. What you'll do

• Collaborate with cross-functional teams to audit, map, and maintain customer journey maps for existing customer journeys.
• Analyse customer feedback, behavioural data, external trends, and performance metrics to identify pain points and opportunities for improvement.
• Facilitate workshops to identify, define, and deliver customer experience recommendations aligned with Sainsbury's corporate strategy.
• Utilise user-centred design methodology, user research, and test & learn approaches to inform concept design.
• Create prototypes to test hypotheses and engage stakeholders with a visual narrative.
• Use storytelling to demonstrate the impact of customer experience improvements and get them prioritised in delivery roadmaps.
• Track and measure the impact of customer-focused changes, working with cross-functional teams to review and iterate solutions.
• Consistently embed inclusive and accessible design principles in your work., We'd all like amazing work to do, and real work-life balance. That's waiting for you at Sainsbury's. As the link between sellers and buyers, retail and head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. It's an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it's vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There's also a real team ethos. After all, it's people like you who are going to truly transform this part of the business.
  
  Previous experience in a Customer Experience, Service, or UX designer and/or Customer Journey owner/manager role.
• Adept at collaborating with and influencing stakeholders through a range of methods, including data and insight synthesis, workshops and storytelling - championing the voice of the customer whilst balancing business objectives
• Proficiency in Customer Experience skills including Journey mapping, CX design methodologies, and project management.
• Comfort with user research methodologies and the ability to interpret data to draw actionable insights.
• Ability to demonstrate behavioural competencies such as initiative, flexibility, influencing, negotiating, problem-solving, strong communication skills, and dealing with ambiguity.
• Ability to manage multiple, changing priorities, and work with diverse personalities and complex dynamics.
• A track record in driving customer experience improvements.
• Knowledge of best practices and emerging digital and retail technologies and trends.
• Experience with design, journey management, and rapid prototyping tools (e.g., Figma, TheyDo)., We are committed to being a truly inclusive retailer so you'll be welcomed whoever you are and wherever you work. Around here, there's always the chance to try something new - whether that's as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we'll also offer you an amazing range of benefits. Here are some of them
  
  Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme. Moments that matter are as important to us as they are to you which is why we give up to 26 weeks' pay for maternity or adoption leave and up to 4 weeks' pay for paternity leave. Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).