Marketing Manager - Loyalty User Experience

Morrisons; Bradford; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading retail company in Bradford is seeking a Marketing Manager - Loyalty User Experience to enhance customer journey and engagement. You will focus on customer behaviours, addressing friction points, and lead efforts to improve user experiences across various platforms. The ideal candidate should have a strong background in product management and UX design, coupled with excellent analytical and stakeholder management skills. This position offers a competitive salary, bonus, and comprehensive benefits package.

Benefits

15% in-store discount

Annual bonus scheme

Generous holiday entitlement

Market leading pension scheme

Healthcare benefits

Free parking onsite

Qualifications

• Strong background in product management, UX design, or customer experience strategy.
• Proven track record of mapping and improving end-to-end customer journeys.
• Proficient in customer research methods (qualitative and quantitative).
• Familiar with design thinking, service design, and agile delivery methodologies.

Responsibilities

• Own and continuously improve the end-to-end customer journey across digital and physical touchpoints.
• Collaborate with product, design, and marketing teams to embed customer-first thinking into product development.
• Collect and analyse data from customer feedback and behavioural analytics.
• Establish a framework for ongoing journey optimisation and feedback loops.

Skills

Product management

Customer experience strategy

UX design

Analytical skills

Stakeholder management

Communication skills

Tools

Figma

A/B testing tools

User journey/UX tools

Job description

It\'s an exciting time in Loyalty at Morrisons, we\'re looking for a Marketing Manager - Loyalty User Experience to join our Delivery & Analytics team.

We are looking for a Loyalty User Experience Manager to take ownership of the end-to-end customer journey and ensure our products deliver seamless, intuitive, and engaging experiences across all channels.

You will be responsible for understanding customer behaviours, identifying friction points, and translating insights into journey improvements that drive satisfaction, loyalty, and commercial growth.

This role will overlap with product management, user experience, and customer experience design. You will collaborate closely with product, design, digital, marketing, and technology teams to embed customer-first thinking into every stage of product development and delivery.

Key Responsibilities

Customer Journey Strategy & Design

To own and continuously improve the end-to-end customer journey across digital and physical touchpoints.

Define the vision for a seamless, personalised, and consistent experience across products. Apply service design and design thinking methodologies to develop future-state journeys.

Product & UX Integration

• Partner with the Product Manager to integrate journey improvements into product roadmaps.
• Translate customer and business needs into clear UX requirements and features.

• Advocate for design and accessibility best practices across all digital platforms.
• Work with UX/UI designers to deliver intuitive, consistent, and engaging experiences.

Customer Insight & Data Analytics

• Collect and analyse data from customer feedback, behavioural analytics, and research.
• Use tools (e.g. Figma NPS/CSAT platforms) to monitor journey performance.
• Develop KPIs to measure success (conversion, engagement, retention, satisfaction).
• Run A/B testing, usability studies, and workshops to validate improvements.

Continuous Improvement & Delivery

• Establish a framework for ongoing journey optimisation and feedback loops
• Feed research insights into roadmaps, feature prioritisation, and product positioning
• Prioritise enhancements using data-driven insights and customer value
• Deliver both quick wins and long-term structural improvements to journeys

Stakeholder Management & Collaboration

• Act as the voice of the customer across the Marketing Loyalty function
• Act as a bridge between customer voices and business objectives
• Engage and influence cross-functional teams to adopt customer-first decisions
• Present journey insights, recommendations, and results to stakeholders
• Collaborate with marketing, operations, and service teams to ensure alignment

Governance & Standards

• Define and maintain journey standards, frameworks, and toolkits
• Ensure compliance with accessibility, legal, and brand guidelines
• Champion best-in-class customer and UX practices across the organisation

This is a hybrid role operating over a five day working week. This role is based at our fantastic head office in Bradford. Boasting an on-site restaurant, coffee shop, convenience and sample store, prayer room, free parking and regular company-wide events and promotions. Ideally, applicants will live within a reasonable distance of our office. Also offering a competitive salary, bonus, and benefits package.

About you

We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:

• Strong understanding of Morrisons and our customers
• Strong organisational skills with an ability to prioritise a demanding workload
• Ability to work with other teams effectively
• Strong work ethic with high levels of drive and personal resilience
• Strong listening skills with a positive, ‘Can Do’ attitude
• Follow, adapt and manage processes.

Skills & Experience

Essential:

• Strong background in product management, UX design, or customer experience strategy
• Proven track record of mapping and improving end-to-end customer journeys
• Proficient in customer research methods (qualitative and quantitative)
• Familiar with design thinking, service design, and agile delivery methodologies
• Excellent analytical skills with experience using journey/UX tools
• Strong communication, storytelling, and stakeholder management skills

Desirable:

• Experience in retail, e-commerce, or loyalty/CRM programmes
• Knowledge of accessibility standards and inclusive design
• Understanding of personalisation technologies and customer data platforms

About us

In return for all your hard work, you will receive:

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Annual bonus scheme
• Career progression and development opportunities
• Generous holiday entitlement
• Market leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Enhanced Family, Maternity and Paternity Leave
• Private Healthcare
• Car Allowance (company car provided in some instances)

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too.

We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.