Customer Experience Design Manager

We are looking for a Customer Experience Design Manager 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.

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.
• Cross-Functional Leadership: Lead complex, cross-functional value stream priorities.
• Stakeholder Influence & Communication: Marry evidence-based rationale with compelling, human-centric storytelling to inspire stakeholders and drive alignment across all levels.
• 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.
• 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.
• Exceptional communication and influencing skills, combining analytical rigor with emotional resonance to drive alignment and commitment.
• 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.

Benefits:

• Salary up to £72,000 depending on experience
• Permanent contract
• Hybrid working approach, with 3 days in the office per week

Interview Process:

• 2-stage interview process, with the first stage being virtual and the second stage being in-person at the Bracknell Head Office