E2E Customer Experience Design Lead

Salary:
Competitive Plus Benefits

Location:

London Store Support Centre and Home, London, EC1M 6HA

Contract type:
Permanent
Business area:
Retail
Closing date: 19 March 2026
Requisition :

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, labour, transformation, online, delivery and contact centre work, 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 all we can, it’s vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There’s also a real team ethos. After all, it’s people like you who are going to truly transform this part of the business.

Joining the Customer Experience team at Sainsbury's means being part of a transformative and dynamic environment where customer‑centricity is paramount. As the End to End Customer Experience Design Lead, you will have the opportunity to shape the future of our customer experiences across brands and channels, driving value for both customers and colleagues while aligning with Sainsbury's corporate strategy. You will collaborate with cross‑functional teams to champion the voice of the customer, conduct user research, and deliver impactful change that enhances customer satisfaction.

This role offers the chance to work on innovative projects, foster creativity, and drive growth, all within a supportive and collaborative culture that values your development and contributions.

As the End to End Customer Experience Design Lead at Sainsbury's, you will play a pivotal role in shaping and enhancing the customer journey across Sainsbury’s brands and channels. You will assess existing services and experiences to understand customer needs and identify opportunities to deliver better outcomes for customers, colleagues and the business.

Working closely with cross‑functional teams and stakeholders, you will help shape and define future end‑to‑end customer experiences, championing customer obsession in everything you do. Your creativity, problem‑solving skills, and strategic design approach will be instrumental in delivering value to customers and colleagues while aligning with Sainsbury's corporate strategy and overall business objectives.

You are an experienced customer experience designer with a proven track record of transforming customer journeys to drive better outcomes for both customers and the business. You bring a strategic mindset, strong problem solving skills and the ability to look at experiences end‑to‑end across both physical and digital environments.

You are comfortable working with a wide range of stakeholders, building alignment and influencing decisions in a complex, fast‑paced organisation. Through collaboration, insight and structured thinking, you help teams identify opportunities and translate ideas into practical improvements that support business goals.

You demonstrate initiative, adaptability and strong communication skills, and you thrive working at pace with diverse teams and perspectives. With a strong focus on the customer and an understanding of the wider business context, you play an active role in shaping experiences that strengthen customer relationships and business growth.

• Experience in Service Design, and/or Customer Experience Design working within a large, complex organisation
• Proven experience designing E2E/omni‑channel customer experiences; able to apply design skills within the physical environment to drive customer & business value
• Experience applying user‑centred design methods: defining customer journeys and outcomes and running/co‑facilitating workshops with stakeholders
• Demonstrable experience bringing together multiple sources of customer data & insight to define root causes / hypotheses and working with research to test solutions
• Proven experience working in a matrix style across a wide stakeholder group
• Creative problem‑solver,…