Lead Customer Experience Designer - Digital

Wed all like amazing work to do, and real work-life balance. Thats waiting for you at Sainsburys. 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, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. Its an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, its vital that we all think outside our job descriptions and look to optimise and improve how we do everything. Theres also a real team ethos. After all, its people like you who are going to truly transform this part of the business. Why join us Joining the Customer Experience team at Sainsbury's means being part of a transformative and dynamic environment where customer-centricity is paramount. As the End to End Customer Experience Design Lead, you will have the opportunity to shape the future of our customer experiences across brands and channels, driving value for both customers and colleagues while aligning with Sainsbury's corporate strategy. You will collaborate with cross-functional teams to champion the voice of the customer, conduct user research, and deliver impactful change that enhances customer satisfaction. This role offers the chance to work on innovative projects, foster creativity, and drive growth, all within a supportive and collaborative culture that values your development and contributions. What you'll do As the End to End Customer Experience Design Lead at Sainsbury's, you will play a pivotal role in shaping and enhancing the customer journey across Sainsburys brands and channels. You will assess existing services and experiences to understand customer needs and identify opportunities to deliver better outcomes for customers, colleagues and the business. Working closely with cross-functional teams and stakeholders, you will help shape and define future end-to-end customer experiences, championing customer obsession in everything you do. Your creativity, problem-solving skills, and strategic design approach will be instrumental in delivering value to customers and colleagues while aligning with Sainsbury's corporate strategy and overall business objectives. Who you are

You are an experienced customer experience designer with a proven track record of transforming customer journeys to drive better outcomes for both customers and the business. You bring a strategic mindset, strong problem solving skills and the ability to look at experiences end-to-end across both physical and digital environments. You are comfortable working with a wide range of stakeholders, building alignment and influencing decisions in a complex, fast-paced organisation. Through collaboration, insight and structured thinking, you help teams identify opportunities and translate ideas into practical improvements that support business goals. You demonstrate initiative, adaptability and strong communication skills, and you thrive working at pace with diverse teams and perspectives. With a strong focus on the customer and an understanding of the wider business context, you play an active role in shaping experiences that strengthen customer relationships and business growth. Essential Criteria Experience in Service Design, and/or Customer Experience Design working within a large, complex organisation Proven experience designing E2E/omni-channel customer experiences; able to apply design skills within the physical environment to drive customer & business value Experience applying user-centred design methods: defining customer journeys and outcomes and running/co-facilitating workshops with stakeholders Demonstrable experience bringing together multiple sources of customer data & insight to define root causes / hypotheses and working with research to test solutions Proven experience working in a matrix style across a wide stakeholder group Creative problem-solver, comfortable with ambiguity and experience working in complex, fast paced environments Strong communication, presentation, and influencing skills across varying levels of seniority We are committed to being a truly inclusive retailer so youll be welcomed whoever you are and wherever you work. Around here, theres always the chance to try something new whether thats 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, well 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 for a range of our benefits (note, length of service and eligibility criteria may apply). Similar jobs

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