E2E Customer Journey Lead

Description

Why join us 

Joining the CX team at Sainsbury's means becoming part of an organisation that places the customer at the core of everything we do. As an End-to-End Customer Journey Lead, you will have the opportunity to drive impactful change and transformation in how customers engage with our brands and channels, shaping their overall perception and experience. Working collaboratively with cross-functional teams, you will play a crucial role in enhancing customer journeys, fostering a customer-centric culture, and influencing strategic initiatives that drive growth and loyalty. With a focus on both continuous improvement and innovation, you can be part of a dynamic environment where your contributions will have a direct impact on enhancing customer satisfaction and lifetime value for our brands. 

What you'll do 

As the End-to-End Customer Journey Lead at Sainsbury’s, you’ll play a pivotal role in improving the overall customer experience by managing and optimising some of our most strategically important journeys within the Sainsbury’s in-store environment. Through our CJM community of practice, you’ll help build strong journey management foundations across the team.

You’ll partner closely with business functions and operational teams to identify, shape and prioritise the highest-impact experience improvements ensuring they align to key customer outcomes and helping embed a customer-centric culture across the organisation. You’ll audit, map and maintain journey maps to proactively surface pain points and opportunities, translating these into clear recommendations and practical solutions.

You’ll also collaborate with data and insights teams to analyse customer feedback, behavioural data and performance metrics, using these insights to recommend and prioritise changes that measurably improve our customers’ channel and touchpoint experiences. Throughout, you’ll confidently represent the voice of the customer in business decision-making.

Who you are 

You are a dedicated and experienced professional in journey management, with a passion for creating exceptional customer experiences. Your expertise in journey led storytelling and change management, combined with strong analytical skills and the ability to drive data-driven decisions, allows you to strategically manage and optimise end-to-end customer journeys.

You’re a curious, broad thinker who brings in outside perspectives to maximise key customer outcomes. Crucially, you’re motivated by building the foundations of Customer Journey Management: establishing consistent ways of working, governance and standards; growing capability through coaching and community; and bringing journey thinking into day-to-day decision-making across teams. You excel at collaborating with cross-functional partners, influencing senior stakeholders, and mobilising people around a shared view of the customer to deliver improvements that strengthen perceptions and interactions with Sainsbury’s brands and channels.

Essential Criteria 

• Journey management experience leading end-to-end mapping and management for customer-facing journeys; able to apply these skills within the physical environment to drive customer and business outcomes.
• Hands-on experience with journey management tools and methodologies as part of a structured and sustainable approach to tracking, identifying and prioritising customer pain points and opportunities 
• Strong analytical skills with the ability to draw actionable insights from customer feedback, behavioural data, and performance metrics, supporting data-driven decision-making and measurable impact assessment.   
• Proven experience with stakeholder leadership partnering with functions and ops to deliver journey improvements, influencing seniors and representing the customer voice.
• Demonstrable experience of journey-led storytelling that synthesises insight into clear narratives and recommendations linked to customer and business outcomes.
• Experience in people or matrix leadership building capability (coaching/community) and mobilising teams to improve customer outcomes across brands and channels.
• Experience building and embedding CJM ways of working (standards, templates, governance, ownership) so journey thinking drives prioritisation and continuous improvement.

 

Responsibilities
We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. As the link between sellers and buyers, retail and head office, our Retail Operations team is the cog that keeps things running. With teams focused on store-facing activity, labour, transformation, online, delivery and contact centres, we touch almost every part of the business. It’s an incredibly fast-paced environment, where you need to pivot not just daily, but often hourly. So while we plan as much as we can, it’s vital that we all think beyond our job descriptions and look for ways to optimise and improve everything we do. There’s also a real team ethos here. After all, it’s people like you who will truly transform this part of the business.

Qualifications

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:

 

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.

 

Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme.

 

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

 

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).