We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support. Tesco Online is the biggest online grocer in the UK and one of the largest in the world. Digital growth is core to Tesco’s future strategy and new propositions such as Whoosh and Marketplace are allowing customers access to new and exciting products and services online. Ensuring customer experience is at the heart of all planning and decision making remains crucial and requires an exceptional candidate to lead this thinking with expertise and energy. The role has regular exposure to senior stakeholders across Customer, Online and Technology functions. Working within an agile set up, this role would suit someone who is comfortable working collaboratively and cross functionally to lead customer experience best practice. Whether that is identifying crucial optimisation points, championing personalisation in planning and prioritisation or recovering excellently if things don’t go to plan, the role is varied and dynamic. Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities: - Leading a small team to champion end to end customer experience online – from first impressions through to delivery / collection and beyond. Delivering against key customer metrics such as NPS and CSAT measures. - Identifying and prioritising interventions and initiatives to optimise customer experiences at critical points in their online journey based on solid insight interpretation. - Championing personalisation best practice across online end to end to deliver the most helpful and relevant experience for customers at every stage. - Partnering with Insight specialists and analysts to ensure a strong grasp of customer needs, missions and behaviours, market trends and competitor activity to deliver best in class experiences. - Ensuring retail media activity successfully balances commercial and customer objectives and delivers an optimum experience overall. - Leading incident planning and recovery for online customers alongside a wider group of Operations, CEC, Tech, Group Communications and Marketing teams. Ensuring customers have clear and helpful communications throughout and key internal stakeholders are managed in a timely manner. - Supporting a range of agile squads and ‘centres of expertise’ in post order, Customer, Technology, and Fulfilment teams, ensuring smart and efficient use of agile working practices, clear OKR setting and ‘inspect and adapt’ methodologies. - Playing an active leadership role in the Value streams for Grocery Home Shopping (GHS), and Marketplace, representing the Customer function in weekly forums and in the Quarterly Business Review process. Operational / technical skills relevant for this job: - Ability to create an end-to-end customer experience strategy and execute cross functionally with clear measures of success - Ability to assimilate a wide range of data sources and make clear insightful recommendations - Ecommerce expertise with an understanding of driving relevancy and personalisation online - Working knowledge of retail media online / digital display media - Strong project and stakeholder management skills - Strong communication and storytelling skills, presenting confidently to stakeholders including business leaders and executives - Ability to influence and drive alignment at all levels - Broad stakeholder management, including executive level Experience relevant for this job: - Proven leadership in a previous strategic customer experience role - Managerial experience leading cross functional teams to design and implement customer experience change and improvement projects LI-SD1 LI-Hybrid