Posted: 19h ago
The role
Role Purpose
We are seeking a Customer Experience & Experience Design Manager to shape and evolve the future retail experience across a leading network of convenience and supermarket brands.
This role sits at the intersection of customer insight, experience design, retail operations and innovation. The successful candidate will be responsible for designing, testing and scaling customer experiences that create meaningful differentiation, improve customer satisfaction and deliver commercial value.
Working across physical retail environments, services, digital touchpoints and colleague interactions, the role will identify opportunities to create more intuitive, engaging and rewarding experiences for customers while ensuring solutions are practical, scalable and operationally sustainable,
What You'll Be Doing
Lead Experience Design Across the Retail Journey
Own the design and evolution of the end-to-end customer experience across key retail missions and shopping occasion
Define and map customer journeys, identifying moments that matter and opportunities to create distinctive experience
Design customer-centric solutions that improve navigation, discovery, service interactions, convenience, engagement and overall store experienc
Use service design methodologies to understand customer needs, behaviours and pain points and translate them into actionable design opportunitie
Develop future-state experience concepts, prototypes and pilots to test new retail experiences before wider rollou
Create Exceptional In-Store Experiences
Shape the physical retail experience through improvements to store environments, signage, wayfinding, service interactions, food-to-go experiences, checkout journeys and community engagement.
Establish experience principles and design standards that ensure consistency while allowing flexibility across different store formats.
Identify opportunities to elevate convenience, reduce customer effort and create memorable moments throughout the shopping journe
Partner with store teams to understand operational realities and co-create solutions that work for both customers and colleagues
Translate Insight into Experience Innovation
Synthesise customer research, behavioural insights, operational feedback and performance data into clear experience opportunities
Lead qualitative and quantitative research initiatives to uncover unmet customer needs and emerging retail trends.
Facilitate customer and colleague co-creation workshops to generate and refine experience concepts.
Bring customer stories and insights to life through journey maps, personas, service blueprints and experience narratives.
Pilot, Test and Scale New Experiences
Lead experience innovation programmes from concept development through testing, learning and implementation.
Build and manage an experience experimentation pipeline, balancing quick wins with longer-term transformational initiatives.
Measure customer, colleague and commercial impact to inform decision-making and investment priorities.
Embed Customer-Centred Design Across the Organisation.
Champion customer-centred thinking and experience design practices across multiple business functions.
Partner with Operations, Marketing, Commercial, Digital, Loyalty, Customer Care and People teams to deliver integrated experiences.
Develop practical playbooks, design standards and experience toolkits that help teams consistently deliver great customer experience
Build organisational capability in customer experience, service design and human-centred innovation.
Measure Experience Performance
Define success measures for customer experience initiatives and track progress against key customer and commercial outcomes.
Establish experience health metrics across customer satisfaction, loyalty, effort, advocacy and behavioural outcomes.
Connect experience improvements to commercial performance indicators including conversion, basket value, frequency and retention.
Develop compelling business cases demonstrating the value of experience-led investment.
Key Deliverables
End-to-end journey maps for priority customer missions and shopping occasions.
Future-state experience vision and design principles.
Experience standards and design frameworks for physical retail environments.
Customer and colleague insight programmes that inform experience innovation.
Prioritised experience roadmap with measurable customer and commercial outcomes.
Pilot-and-scale programmes that deliver proven improvements in customer satisfaction and business performance.
Store experience playbooks and implementation toolkits.
What We're Looking For
8+ years' experience in customer experience, service design, experience design, retail innovation or related disciplines.
Proven track record designing and delivering customer-centred experiences within retail, hospitality or service environments.
Strong understanding of human-centred design, design thinking and service design methodologies.
Experience conducting customer research and translating insights into practical solutions.
Ability to influence and lead cross-functional teams.
Strong facilitation, storytelling and stakeholder engagement skills.
Experience moving ideas from concept and prototype through pilot, implementation and scale.
Commercially minded, with the ability to balance customer needs, operational realities and business objectives.
Passion for creating simple, intuitive and memorable customer experiences that drive both loyalty and growth.
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