ABOUT THE ROLE
We are looking for Customer Experience Design Managers to join our team at Waitrose.
As a Customer Experience Design Manager, you will play a pivotal role in defining and shaping the end-to-end Waitrose experience for Food Lovers. You will ensure our customer experiences are built around eliminating pain points and enhancing passion points that drive customer behaviour, perception, and commercial performance. In this role, you will lead the design of key customer journeys and concepts, partnering with cross-functional matrix teams to inspire and influence development activity fully aligned with our food lover ambition. This role is known internally as Experience Design Manager.
Salary - £55,500 - £88,500
Contract type - This position is a Permanent contract.
Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The team are required to be in the office 3 days a week, with core days being Tuesday and Wednesday. The other day may be instore or with an agency.
Location - Bracknell Head Office
Interviews - Please note there will be a 2 stage interview process. The first stage will be about exploring your skills and experience in relation to the role and will be virtual. There is no pre-work required for this interview. If you are successful following this stage you will be invited to a second stage interview which will be held in person at our Bracknell Head office.
Key responsibilities
Strategic Experience Design: Play a key role in developing the end-to-end food lovers experience, the 3-year CX plan, and the associated budget. Translate customer insights into clear, compelling, and actionable priority experiences.
Cross-Functional Leadership: Lead complex, cross-functional value stream priorities. Partner closely with Store Concept Design and other matrix teams to design customer outcomes across priority experiences.
Stakeholder Influence & Communication: Marry evidence-based rationale with compelling, human-centric storytelling to inspire stakeholders and drive alignment across all levels, from C-suite executives to cross-functional peers. Leverage the voice of the customer to build genuine enthusiasm and consensus around customer experience improvements, articulating complex design strategies with clarity and impact.
Systems Thinking: Apply systems thinking to seamlessly connect people, processes, technology, and environments into a coherent omnichannel experience
Test, Learn & Standards: Design and lead test-and-learn activities to ensure solutions are practical and scalable. Set and maintain clear design quality standards as part of an overall CX toolkit.
Capability Building: Coach and develop team capability to improve consistency, pace, and impact across experience design practices.
Essential skills/experience you’ll need
Experience working in design-led, human-centred or service design environments.
Proven track record of defining and delivering end-to-end experience improvements.
Exceptional communication and influencing skills, combining analytical rigor with emotional resonance to drive alignment and commitment. Proven ability to engage, present to, and influence stakeholders at all levels, including senior leaders and C-suite, as well as cross-functional peers.
Evidence of shaping priorities and direction, not just outputs.
Experience working across short-term delivery and longer-term transformation.
Desirable skills/experience you may have
Experience in complex, multi-channel organisations.
Experience working alongside product, digital or operational teams.
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To learn more about this role, please copy and paste this link into a new browser window: https://embed.wirewax.com/8114190
Closing Date:
November 15, 2026
Pay:
£55,500.00 - £88,500.00 Annual
Contract Type:
Permanent
Hours of Work:
35 hours per…