Customer Experience Proposition Manager

## Customer Experience Proposition Manager**Salary:** Salary up to £70,000 per annum skill and experience dependant- **Hours and location of the role:**

* 35 hours per week

* Your home location will be our Bracknell Head Office with frequent travel to stores and off site locations

* The Partnership has adopted a hybrid working approach meaning you''ll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The team attend the office every Tuesday to connect and attend key meetings on more of an ad-hoc basis* Develop the Waitrose customer experience for Strategic Priorities, through customer data and insight, your deep understanding of the competitive market and feedback from frontline Partners* Lead the development of customer propositions in those priorities through your expert knowledge of CX design principles, agile working and stakeholder management. Building out a series of tests to help prove concepts, and ensuring reporting of results to relevant governance groups and own any agreed actions including the handover to other teams to deliver expansion and scale if required* Dive collaboration between cross functional stakeholders, resolve challenges and drive the best outcome for our customers. Coach and develop your cross functional squads to improve themselves and increase the effectiveness of the CX profession* Deliver clear, concise and effective communication and presentations to all stakeholders as required, including Waitrose Directors, Executive Directors and governance forums if required. Use your superior interpersonal skills to establish productive and healthy relationships with senior stakeholders in Customer, Commercial, Retail, Online and Strategy. Provide clear and actionable briefs to other professions where necessary* Champion a relentless focus on the needs of our target customers by regularly reviewing competitors and best practice, meeting with customers and contributing to the ongoing review of propositions and touchpoints. Maintain a balance of specialist and holistic knowledge of Waitrose channels, touchpoints and strategic areas to ensure you can adapt and flex to the changing needs of our customers* **Customer-centric mindset:** Puts every customer, both internal and external, at the heart of everything, and understands the Partnership ambition to offer differentiated service that is aligned to our Values. Understands that they are empowered to deliver incredible service for every type of customer with whom they interact and acts on this every time in every environment* **Action orientated:** Remains motivated and shows drive and determination to achieve success. Persists in the face of obstacles and overcomes any barriers that arise, focusing on solutions and not problems* **Entrepreneurial**: Must be able to deal with ambiguity and take ownership of the area where they are working. Looks for opportunities to promote services and products to increase sales and create commercial value. Is able to think creatively and can make good profit related decisions as a result* **Stakeholder Management**: Identifies who is impacted by or involved in your goals/objectives and therefore who is key to achieving the desired successful outcomes. Understands the motivations and priorities of these stakeholders and takes these into account in order to build and manage sustainable relationships. Can anticipate potential challenges stakeholders may bring and puts plans in place to achieve collaboration* **Builds Effective Teams**: Builds high performing teams through integrating a diversity and blend of skills and personalities and supporting a trust based environment. Empowers the team to achieve success with a shared sense of purpose and clarity on team goals* Shaping, defining and delivering Customer Propositions specifically elevating the customer experience across holistic (store, app, website) journeys* Experience in leading a matrix group of individuals to deliver an outcome or goal* Dealing with ambiguity and complex change* Stakeholder management* In depth understanding of proposition design tools, methods and approaches* Track record of delivering improvements to the customer experience* Use of data and insight to inform/influence decision ..... full job details .....