E2E Customer Experience Specialist

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.

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 interactions and operational impacts as change lands
• Proactively identify customer pain points and opportunities using insight, data and in‑store observation
• Work hands‑on with store teams, Product, Transformation, Operations, Digital and CX partners to ensure changes are delivered well and resolve real customer problems
• Use design thinking and customer‑centred methods to test, iterate and improve live experiences
• Ensure new initiatives and pilots are implemented consistently, understood by colleagues, and delivering intended outcomes
• Act as a strong voice of the customer on the ground, feeding learnings back into wider CX and transformation programmes
• Support the creation and maintenance of journey maps, service blueprints and insight artefacts to evidence impact and learning

Essential skills

• This role requires strong experience across end‑to‑end customer experience and service design, along with a clear appetite for hands‑on, on‑site working
• Proven experience working on end‑to‑end customer journeys across physical and digital channels
• Strong understanding of customer experience, service design and customer‑centred problem solving
• Ability to use data, insight and observation to identify pain points and shape improvements
• Confident working in fast‑moving, ambiguous environments
• Excellent stakeholder management skills, with the ability to work closely with store teams and operational colleagues
• Happy to travel regularly and work on‑site in the Hot House supermarket three days per week
• Comfortable being hands‑on, visible and present during periods of active change

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 10% 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. We also offer other benefits that will help your money go further such as season ticket loans, 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).