E2E Customer Experience Specialist

Job description

At Sainsbury’s, the customer is at the heart of everything we do. Customer Experience (CX) is our brand in action, shaping how customers experience our products, services and propositions across every interaction. We’re looking for an E2E Customer Experience Specialist to join us on a 12‑month fixed‑term contract , embedded in our Hot House supermarket in South West London . This is a highly hands‑on role, focused on overseeing, landing and optimising change in a live retail environment , ensuring that new initiatives deliver against customer and business outcomes. This role requires a strong core capability across end-to-end journey design and delivery, with a much stronger on‑the‑ground presence than typical office based roles. You’ll need to be comfortable travelling and spending three days a week on‑site to observe real customer behaviour, partner closely with store teams, and ensure changes land as intended. Job Description: - Lead and support the interrogation and redesign of end‑to‑end customer journeys across physical and digital touchpoints, with a strong focus on in‑store experience - Be embedded in the Hot House store , observing customer behaviour, colleague interaction...