E2E Content & Customer Experience Design Lead

Sainsbury’s Group; City Of London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading retail company in London seeks an E2E Content and Customer Experience Design Lead to transform customer interactions across brands. Responsibilities include creating customer experience maps, facilitating workshops, and championing the voice of the customer. The ideal candidate has experience in service design and content strategy. Competitive benefits are included.

Benefits

Colleague discount up to 15%

Pensions scheme and life cover

Performance-related bonus up to 20%

Annual holiday allowance

Private healthcare

Qualifications

• Experience in Service Design, Content Design/Strategy, and/or Customer Experience.
• Proven experience designing experiences across channels.
• Comfortable working in a matrix style across a wide stakeholder group.

Responsibilities

• Identify, define, and deliver content and customer experience recommendations.
• Lead the creation of customer experience maps/blueprints.
• Facilitate workshops with stakeholders and end users.

Skills

Service Design

Content Design/Strategy

Customer Experience

User-Centered Design

Strong Communication Skills

Job description

Overview

At Sainsbury's, we believe that the customer should be at the heart of everything we do. As an E2E Content and Customer Experience Design Lead, you will play a pivotal role in transforming how customers shop and interact with us across all Sainsbury's brands and channels. You will lead the creation of amazing customer experiences across our biggest strategic priorities, primarily within our key in-store touchpoints, driving customer-focused and commercially valuable change. This is a hybrid role where we are looking to bring together the best of content design/strategy and service design disciplines.

What you will do

• Identify, define, and deliver E2E content and customer experience recommendations for new propositions, services, products, and experience areas.
• Lead the creation of customer experience maps/blueprints based on user-centred design methods and data-informed approaches.
• Facilitate workshops with business stakeholders and end users to define and drive the end-to-end experience vision.
• Champion the voice of the customer through user research and user testing.
• Create content in line with brand and content design standards to guide customers seamlessly through physical and digital touchpoints.
• Develop and maintain clear content patterns, messaging frameworks, and reusable components.
• Consistently embed inclusive and accessible design principles in your work.
• Partner with the business to ensure change meets overall customer experience ambitions and business goals.

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.

Experience in Service Design, Content Design/Strategy, and/or Customer Experience (ideally with a hybrid skillset).

Proven experience designing experiences across channels, with emphasis on designing within "physical" channels.

Experience applying user-centred design methods and running/co-facilitating workshops with stakeholders.

Comfortable working in a matrix style across a wide stakeholder group.

Creative problem-solver, comfortable with ambiguity.

Strong communication, facilitation, and influencing skills.

Benefits

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 in-store at Sainsbury's, Argos, TU and Habitat, with regular increases to 15% at points during the year.
• Pensions scheme and life cover.
• Performance-related bonus of up to 20% of salary, depending on performance.
• Annual holiday allowance with optional extra week's holiday purchase.
• Private healthcare.
• Other benefits to help your money go further (season ticket loans, interest-free car loan up to £10k, cycle to work, health cash plans, salary advance).
• Employee Assistance Programme.
• Career moments that matter, including up to 26 weeks' pay for maternity/adoption leave and up to 4 weeks' pay for paternity leave.