E2E Content & Customer Experience Design Lead

Sainsbury's; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in London is looking for an E2E Content and Customer Experience Design Lead to transform customer interactions across their brands. This hybrid role involves leading customer experience initiatives and embracing user-centred design. Ideal candidates have expertise in service or content design and strong communication skills. Benefits include discounts, private healthcare, and a performance-related bonus.

Benefits

10-15% colleague discount

Performance-related bonus up to 20%

Private healthcare

Holiday allowance

Employee Assistance Programme

Qualifications

• Experience in Service Design, Content Design/Strategy, and/or Customer Experience.
• Proven experience designing experiences across channels, especially physical ones.
• Strong communication, facilitation, and influencing skills.

Responsibilities

• Identify and deliver content and customer experience recommendations.
• Lead creation of customer experience maps/blueprints.
• Champion the voice of the customer through user research.

Skills

Service Design

Content Design/Strategy

Customer Experience

User-Centred Design

Creative Problem-Solving

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.

Essential skills and experience

• 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.

Qualifications

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 20% 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, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, 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).

Responsibilities

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.