Online Customer Experience & Delivery Lead

Asda; Leeds; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus

Company pension 7% matched

Colleague discount 15%

Wellbeing services

Inclusion networks

Parental leave policies

Job summary

Asda is seeking a Customer Delivery Coordinator at Asda House to support the Online Customer Journey strategy through coordination and execution of customer and delivery initiatives across Stores and Field Operations.

Working with the Customer Delivery Manager, you will drive customer-focused programmes, process changes and technology enhancements, ensuring consistent delivery across the estate.

Qualifications

• Proven experience in retail preferably for a large organisation.
• Strong written, verbal and digital communication skills.
• Excellent organisational skills with the ability to manage multiple tasks and prioritise under pressure.
• Flexibility to respond quickly to urgent operational needs and adapt to changing priorities.
• Ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders.
• Proficiency in Microsoft Office Suite with particular focus on Excel.
• A proactive, solutions-oriented approach to challenges.
• High attention to detail.

Responsibilities

• Support delivery of customer experience and service improvement initiatives.
• Monitor customer and delivery performance measures and highlight improvement opportunities.
• Support stores and field teams in delivering customer service standards.
• Coordinate actions to improve customer satisfaction and service consistency.
• Execute customer and delivery initiatives in line with agreed plans.
• Coordinate rollout activity, communications and implementation support.
• Ensure stores understand and adopt new processes, propositions and technology changes.
• Track progress and lift risks or barriers to successful delivery.
• Act as a day-to-day link between Stores, Field Operations, Technology, Product and Development teams.
• Gather operational feedback from stores and field teams.
• Support testing, pilot activity and implementation of customer-facing solutions.
• Ensure customer-impacting issues are communicated and resolved promptly.
• Maintain customer workstreams within the Online Operations Activity Planner.
• Monitor milestones, actions and dependencies.
• Ensure updates are completed accurately and on time.
• Support governance reporting and progress tracking.
• Support store readiness for operational and technology changes.
• Coordinate training and communication activities.
• Monitor adoption levels and provide implementation support where required.
• Capture lessons learned and continuous improvement opportunities.

Skills

Proven retail experience

Strong written & verbal communication

Digital communication skills

Organisational skills

Cross-functional collaboration

Proficiency in Microsoft Excel

Proactive problem solving

Attention to detail

Tools

Microsoft Office Suite

Job description

Asda is seeking a Customer Delivery Coordinator at Asda House to support the Online Customer Journey strategy through coordination and execution of customer and delivery initiatives across Stores and Field Operations.

Working with the Customer Delivery Manager, you will drive customer-focused programmes, process changes and technology enhancements, ensuring consistent delivery across the estate.