Summary
We’re looking for a Customer Experience (CX) Proposition Lead to join our Central Store Operations / Customer Experience team. In this role, you’ll define and deliver the customer service strategy across our stores, creating a single, joined-up plan that drives exceptional experiences for customers and colleagues alike. You’ll work cross-functionally to ensure our CX vision translates into real-world improvements, using data and insight to shape initiatives that boost satisfaction, loyalty, and business performance.
If you’re a strategic thinker with a passion for customer-centricity and proven experience in leading transformation, this is your opportunity to make a big impact.
Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.,
Summary
Summary
We’re looking for a Customer Experience (CX) Proposition Lead to join our Central Store Operations / Customer Experience team. In this role, you’ll define and deliver the customer service strategy across our stores, creating a single, joined-up plan that drives exceptional experiences for customers and colleagues alike. You’ll work cross-functionally to ensure our CX vision translates into real-world improvements, using data and insight to shape initiatives that boost satisfaction, loyalty, and business performance.
If you’re a strategic thinker with a passion for customer-centricity and proven experience in leading transformation, this is your opportunity to make a big impact.
Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.
All the details
What You’ll Do
Your key accountabilities will include:
- Define and lead the customer service strategy and proposition across stores, aligned to M&S business objectives.
- Develop and deliver a single, joined-up Customer Experience transformation plan.
- Use data and insight to design and implement initiatives that improve customer satisfaction and reduce failure demand.
- Collaborate with cross-functional teams to ensure seamless customer journeys and hold the business to account.
- Monitor KPIs and drive continuous improvement through actionable insights and recommendations.
Who You Are
Your skills and experience will include:
- Strong strategic mindset with experience aligning CX initiatives to business goals.
- Proven ability to manage complex projects and deliver measurable results.
- Skilled in analysing data and translating insights into actionable improvements.
- Excellent stakeholder management and communication skills to influence and align teams.
- Innovative and curious, with a passion for rethinking and optimising customer experiences.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
- Competitive holiday allowance with the option to buy more
- Strong pension and life assurance to help plan for the future
- Tailored induction and training to support your development from day one
- Exclusive perks and savings through our M&S Choices portal
- Market-leading family policies, including parental, adoption and neonatal leave
- 24/7 wellbeing support, including virtual GP access and mental health services
- One paid volunteer day a year to support a cause that matters to you
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application.
