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Head of Customer Experience

Posted: 27 Apr 2021 Closes: 9 May 2021
London - Victoria £121,000.00 - £168,000.00
Permanent & Full-time JLP_rCkjg0L6EoGm


What's the role about?

As part of the Omni-Channel Leadership team, you will lead the customer journey team to develop inspiring, distinctive and commercial end to end customer journeys across sales and servicing channels. These journeys will be both in a digital and physical world, therefore understanding the distinctions will be important. You will set the framework for all service design at a macro level in conjunction with the Head of Brand, bringing clarity and cementing the compelling reason for making a customer shop and experience service with John Lewis & Partners.

Mapping of emerging key customer journeys will be paramount, and bringing to life for the Partnership which journeys drive the most value for the customer, the brand and our business. You are responsible for defining the key measurement criteria across the physical and digital touchpoints and how well we are meeting customer expectations - and therefore, determining the focus of our investment model.. Definition of the key KPIs across the touchpoints both physical and digital will be required. . Definition of our service promises framework and how they map across the touchpoints and the interconnection with our Partners in customer facing roles will be a key deliverable in this role.

External candidates: Please refer to the attached job description for further information regarding accountabilities.

Internal Partners: Please refer to the job description in the link attached for further information regarding accountabilities:

What will you be doing?

You will use your deep design and research expertise to lead the customer experience/ journey strategy by surfacing insights and articulating innovative opportunities that promote and drive consistent and differentiating brand experience. By utilising digital methodologies that dissect our physical and digital estates, you will ensure that the end to end customer experience is consistent and coherent across brands and platforms, delivering outcomes across brand, customer and commercial objectives.

You will lead a community of creative and highly experienced Service Designers, UX/UI and Developers to deliver compelling and holistic end to end customer journeys. Development of inspirational and innovative experiences for customers and users across all touchpoints will develop a market leading approach. Having a strong relationship with the Partnerships insights team will be vital in identifying customer needs, and key trends which will enable strong development of journey differentiators.

You will manage the strategic planning for the designs bringing together the user experience through visual design expertise, having market leading skills in graphic design and front-end development.

What you'll have
  • "Hands-on" senior experience in CX design essential
  • Broad CX experience across retail or digital channels
  • Digital UX experience and channel understanding also highly valuable
  • Experience of leading large teams
  • Proven experience of designing for complex propositions
  • Collaborative Leadership approach across multiple teams
  • Experience and understanding across omnichannel (platforms)
  • Expert in User-Centred Design methodologies
What else you could bring
  • Human-Computer Interaction (HCI) Design qualification
  • Retail background would be advantageous
  • Knowledge of Web Content Accessibility Guidelines (WCAG)
  • Experience of Service Design
Additional Information:

We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.

We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early.

Internal use only:



We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK's most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here -

Attachment: Head of Customer Experience - final.pdf

John Lewis Partnership

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