The Customer Experience team is focused understanding and improving the end to end experience our customers have when they visit our food halls. Our objective is to balance  business strategy with customer and store feedback, commercial results and operational opportunities.  We then act as the voice of the customer to drive solutions which deliver a return on investment and most importantly, a seamless experience for our customers and colleagues.

We are always busy working on multiple strategic projects across our business units and our stores as well as looking after the Make your Marks Customer feedback programme (retail) and the Great Shopkeeping Standards programme.

The successful candidate should be all in for the customer have a passion to improve service and selling within our stores.

About the role

Continually review the end to end customer experience journey across stores and CSSC.  Make data driven decisions to improve service and sales,  supporting the business to do the right thing for our customers

Project Management of new business initiatives and changes which impact customer experience, working closely with the business units, .com, marketing, store efficiency and digital teams

Support the implementation of the service proposition across the changing store estate.

Creates and maintains service resources for our stores colleagues e.g. SOPS, role profiles, comms and engagement.

Accountability for the Retail Service investment roles, Payment, Fresh and BWS heroes including:

• Budget management, defining ROI measures & recommendations
• Agreeing priorities & allocation of hours
• Ensuring RLT, HOD’s and RM engagement
• Colleague engagement and management of store queries

Retail link for the Make your Marks service programme

• Overall programme measurement, ensuring approach is fit for purpose
• Supporting Steerco to evolve strategy
• Acts a point of contact for retail colleagues and the overall programme management team

Product Owner for the Great Shopkeeping standards programme

• Liaison with the 3rd party supplier
• Maintenance of question set

Managing outputs and driving action

About you

Your skills and experience will include

• Supporting Store teams to drive a culture of service and selling
• Evidence of balancing the needs of multiple internal and external stakeholders
• Confident communicator, can adapt style to ensure win win outcomes
• Can create a compelling plan and takes accountability to deliver
• Product delivery against relevant timescales and budgets
• Effective at creating and delivering engaging stories with data
• Maintains a positive attitude and strong sense of opportunity when faced with ambiguity
• Responds quickly to changes without losing momentum or sight of overall objectives
• Confident solving problems with evidence of methodology for decision making.
• Store or CSSC experience beneficial