This exciting and crucial role will put you right at the centre of ensuring we are listening to our customers and providing the services and experiences they want. You will be known for building the ultimate Waitrose experience for our customers and driving loyalty and advocacy amongst our target customers. Leading temporary, cross functional, collaborative squads, you will explore, design, prototype, test and develop end-to-end customer propositions and/or fix customer pain points, bringing each opportunity to an agreed conclusion. You’ll aim to keep progressing the Waitrose customer experience and positively impacting as many customers as possible. As a Senior member of the team, you’ll contribute to the health and performance of the Profession by role modelling the proposition design process, balancing an entrepreneurial, innovative mindset with a pragmatic, commercial approach. You’ll work with independence, passion, agility, pace and actively manage stakeholders of all levels to see opportunities through from conception to consumer testing of prototypes, and where warranted, expansion and scale. You’ll take pride in both successes and failures, driving a cultural change to the way we work and actively contributing to the delivery of our Waitrose Partnership Plan. The ideal candidate will have experience of end to end shaping and defining of customer propositions within a large organisation, have a real appreciation for customers, excelling at relationship building and influencing. Essential skills you’ll need: Experience in shaping and defining improvements to the customer experience Experience in retail customer experience improvements across store, app, website journeys Experience in directing a matrix group to deliver an outcome or goal and reporting the status of key customer propositions to stakeholders at all levels, including Directors. In depth understanding of proposition design tools, methods and approaches History of delivering improvements to the customer experience Desirable skills you’ll have: A range of operational omni-channel experience in retail teams Industry recognised Customer Experience accreditation Experience in process improvement methodologies Knowledge and expertise in Lean Six Sigma or equivalent Knowledge and expertise in Project Management and/or Programme Management For internal use only: LI-HEADOFFICE LI-HYBRID LI-JLPJL