Sainsburys Recruitment – Customer Experience Manager

Website Sainsbury's

Job Description:

Working in a specific journey, proposition or mission the role-holder is the pivotal cross functional link across our customer journeys holding clear end to end channel agnostic customer understanding across our retail brands.The role holder will have excellent customer empathy and will therefore need to be able to effectively stand in the shoes of our customers and colleagues to create and inspire others with a compelling CX vision, supported with data and analytics, working with a wide range of cross functional stakeholders and across all levels.The role holder will need to work collaboratively, in a low ego manner and matrix management style, to join journeys up, creating one version of the truth and will have excellent communication and influencing skills to work cross functionally to influence priority projects and initiatives to optimize Customer Experience.

Job Responsibilities:


  • To map end to end specific existing or new customer journeys, missions or propositions to identify, key moments of truth, pain points and ideal experience outcomes based on strong understanding of customer expectations and best in class experience
  • To build excellent cross functional and cross brand relationships and confidently engage and influence stakeholders to ensure that the identified customer outcomes are implemented in a way that delivers against our brand and customer experience vision
  • To contribute towards the development of a Customer Experience Improvement plan at brand level, building a picture of how work undertaken in the business contributes to this
  • To relentlessly drive CSAT through positive CX change. To be able to use data sources to understand the difference in CSAT a change will make and measure against this
  • To walk in the shoes of customers, gather and use a broad data and insight set to understand and size opportunities and problems and to inform prioritization
  • To be able to determine and embed effective measurement approaches for the specific customer journey, mission or propositions
  • Contribute to building the new central CX team as a centre of excellence and embedding this throughout the business, building on our understanding of customers and democratizing the CX tool kit and ways of working


Job Requirements:

  • A strong customer understanding, empathy and intuition – an ability to work in the shoes of customers and colleagues
  • How to ask the right questions,assimilate multiple data sources and pick out the key pieces of information from a variety of data & insight sources and build a compelling narrative from this
  • That you are an analytical storyteller – an excellent communicator across a variety of mediums
  • Drive, passion and energy to get things right for our customers with ability to inspire the same in others
  • An understanding of what is shaping customer’s expectations through the broader market with ability to think through how this might apply to our own experiences

Job Details:

Company: Sainsbury’s

Vacancy Type: Full Time

Job Location: London, England

Application Deadline: N/A

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