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Senior Customer Experience Manager

Posted: 20 Nov 2020 Closes: 28 Nov 2020
London - Victoria £71,400.00 - £96,900.00
Temporary JLP_MMV2EN0nJdzO


What will you be doing?


• Accountable for defining the CX ambition for agreed area of focus

• Drives the conversation to determine who the target customer is

• Defines priority touch points and moments of truth using Customer, Market, Partner and Commercial information

• Collaboratively determines the sweet spot between customer/business goals


• Accountable for developing/overseeing the 'plan' for realising the stated CX ambition e.g. using customer journey mapping to identify where and how to deliver most value to customers

• Supports team to create cases for change - removing barriers as required

• Describes and engages others in the change required (involving customers in decision making e.g. conducting lo-fidelity test & learn activity, to prove/disprove value where relevant)

• Identifies specific customer needs/expectations that must be addressed by any future solutions (i.e. sets the CX standards)

• Able to work alongside L6 team to design desired E2E customer experiences as required


• Ensures the robust handover of all key initiatives/activities into appropriate operational/delivery teams (e.g. Change & Portfolio team

• Ensures relevant metrics are in place, working with Insight and other stakeholders. Uses measurement to drive effective E2E CX management

• Influences/challenges key stakeholders to secure support/action required


• Is the CX Business Partner to relevant senior stakeholders/sponsors for agreed areas of focus to deliver the best CX outcomes

• Work closely with key stakeholders e.g. Insight, Change & Portfolio, Retail, Online etc

• Is present in all relevant forums to represent the customer view in agreed area of focus

• Encourages Customer Experience expertise and best practices across the business


• Applies customer-centric thinking/methodologies to all activities, drawing upon customer insight to drive decision-making and prioritisation within the CX team, and influence stakeholders outside of the team


• Recruits, grows and retains the team, creating a team of fulfilled and happy Partners driving customer-led change

• Responsible for the allocation of work within own sub-team, as well as supporting collective resourcing across the total CX team

• Manages matrix resources where relevant

• Supports a consolidated CX team view of common CX touch points (e.g. click and collect, returns) and core CX management activities (e.g. Risk, team CX ambition/roadmap, Customer Design Process, CX measurement etc), embracing leadership of specific activities as appropriate

What you'll have:
  • Customer centricity (including use of customer experience tools and techniques and CX facilitation)
  • Stakeholder management
  • Influencing
  • Collaboration
  • Synthesize complex information (Customer, Market, Partner, Commercial)
  • Clear, succinct communication
  • Problem solving and Innovative thinking
  • Strategic planning and coordination
  • Commercial & Entrepreneurial mindset
  • Risk Management
  • Ability to lead and manage others
  • Coaching and support
  • The application form consists of a CV upload, an online test followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications)
  • We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early

If internal, this will be classed as a secondment. If you are currently seconded into a position, please ensure you discuss this opportunity with your home role manager. Please also ensure you apply via Workday and not jlpjobs.

As a business we encourage flexible working. 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, examples of how our Partners already work flexibly include part-time, job share, home working and compressed hours.

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.

Internal use only:



Duties and Responsibilities

What's the role about?

We are currently looking for someone to join our team on a 12 month contract.
You will be responsible and accountable for driving Customer Experience excellence across all key customer touch points and leading the reinvention of our business to achieve JL&P strategic goals.

You will be known for setting the Customer Experience ambition, associated CX standards and assuring the delivery of propositions to JL&P branches and other channels in a timely manner.

Building collaboration with all stakeholders, leading and motivating your team and cross-functional teams to achieve Customer Experience excellence.

Attachment: Senior CX manager JD (2).pdf

John Lewis Partnership

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