E2E Customer Experience Specialist

Sainsbury's; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in London is looking for an End-to-End Customer Experience Specialist to enhance customer journeys across physical and digital channels. The ideal candidate has a proven track record in customer experience and UX methodologies. You will lead redesign efforts, collaborate with stakeholders, and innovate customer experiences. The role offers competitive benefits including a discount program, pension, and performance-related bonus.

Benefits

Colleague discount

Pension scheme

Performance-related bonus

Employee assistance programme

Holiday allowance

Qualifications

• Proven experience in customer journey mapping and UX design.
• Strong analytical skills for reviewing complex data sets.
• Excellent stakeholder management skills.

Responsibilities

• Lead or support redesign of customer journeys.
• Utilise data to identify pain points and opportunities.
• Collaborate with stakeholders on customer-centered solutions.

Skills

Customer experience

Data analysis

Stakeholder management

UX methodologies

Project management

Job description

Please note that the contract length for this position could be up to 18 months, depending on start date

Why join us

Joining Sainsbury's as an End-to-End Customer Experience Specialist means being part of a dynamic and innovative team that places the customer at the centre of everything we do. You will have the opportunity to lead the transformation of customer journeys across physical and digital channels, working collaboratively with cross-functional teams to drive improvements and deliver exceptional customer experiences aligned with our corporate strategy. In a sector undergoing unprecedented transformation, you will have the chance to make a real impact, drive your development, and contribute to a culture of collaboration and flexibility, supported by a range of colleague benefits.

What you'll do

As an End-to-End Customer Experience Specialist at Sainsbury's, you will play a pivotal role in leading or supporting redesign and optimisation of end-to-end customer journeys across both physical and digital channels. Working closely with cross-functional teams, you will utilise data and insights to identify pain points and opportunities for improvement, ultimately envisioning and creating new customer experiences that align with Sainsbury's corporate strategy. Your responsibilities will include collaborating with stakeholders, conducting user research, influencing stakeholders, measuring the impact of customer‑focused changes, and ensuring inclusive and accessible design principles are embedded in your work.

Who you are

You are a seasoned professional with a proven track record in customer experience, service design, and/or UX methodologies. With a keen ability to collaborate with and influence stakeholders, you excel in synthesising data and insights to drive customer‑centric solutions while aligning with business objectives. Your ideal proficiency in journey mapping, CX design, and project management, coupled with your expertise in user research and rapid prototyping, enables you to deliver impactful customer experiences that drive business growth and customer loyalty. Your initiative, flexibility, and problem‑solving skills make you adept at managing multiple priorities and complex dynamics, positioning you as a key driver of customer experience improvements within a transformative and dynamic environment.

Essential Criteria

• Proven experience in customer experience, either customer journey mapping and user experience (UX) design preferable, with a demonstrated ability to optimise and innovate across both physical and digital channels.
• Strong analytical skills, capable of reviewing complex data sets and extracting actionable insights to inform customer‑focused improvements, including the ability to present findings with clear, strategic recommendations.
• Excellent stakeholder management and influencing skills, with the confidence to communicate and deliver insight‑driven recommendations to cross‑functional teams and senior leaders.
• Proved ability to manage multiple priorities and adapt flexibly within a fast‑paced, transformative environment.

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 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).

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.