Customer Experience Strategist

About the role

We are looking for a Customer Experience & Experience Design Manager to shape the future retail experience for a leading network of convenience and supermarket brands. The role sits at the intersection of customer insight, experience design, retail operations and innovation, driving differentiated experiences that boost satisfaction and commercial value.

Key responsibilities

• Own the design and evolution of end‑to‑end customer journeys across key retail missions and shopping occasions.
• Map journeys, identify moments that matter and create distinctive experiences using service‑design methodologies.
• Develop future‑state concepts, prototypes and pilots, then test and scale successful solutions.
• Shape physical store environments, signage, wayfinding, checkout and food‑to‑go experiences while establishing design standards.
• Synthesize customer research, behavioural insights and operational data into clear experience opportunities.
• Lead qualitative and quantitative research initiatives and co‑creation workshops with customers and colleagues.
• Build and manage an experimentation pipeline, balancing quick wins with transformational initiatives.
• Measure customer, colleague and commercial impact to inform investment decisions.

Required profile

• Proven experience in customer experience and experience design within a retail context.
• Ability to work across physical stores, digital touchpoints and colleague interactions.
• Strong analytical mindset to translate insights into actionable design opportunities.
• Excellent collaboration skills with store teams and cross‑functional stakeholders.

Required skills

What we offer

• Opportunity to influence the retail experience of a major brand network.
• Access to cross‑functional teams and resources for innovation.
• Dynamic environment focused on customer‑centric transformation.