<p>Why join us&nbsp;</p> <p>Joining the CX team at Sainsbury's means becoming part of an organisation that places the customer at the core of everything we do. As an End-to-End Customer Journey Lead, you will have the opportunity to drive impactful change and transformation in how customers engage with our brands and channels, shaping their overall perception and experience. Working collaboratively with cross-functional teams, you will play a crucial role in enhancing customer journeys, fostering a customer-centric culture, and influencing strategic initiatives that drive growth and loyalty. With a focus on both continuous improvement and innovation, you can be part of a dynamic environment where your contributions will have a direct impact on enhancing customer satisfaction and lifetime value for our brands.&nbsp;</p> <p>What you'll do&nbsp;</p> <p>As the End-to-End Customer Journey Lead at Sainsbury’s, you’ll play a pivotal role in improving the overall customer experience by managing and optimising some of our most strategically important journeys within the Sainsbury’s in-store environment. Through our CJM community of practice, you’ll help build strong journey management foundations across the team.</p> <p>You’ll partner closely with business functions and operational teams to identify, shape and prioritise the highest-impact experience improvements ensuring they align to key customer outcomes and helping embed a customer-centric culture across the organisation. You’ll audit, map and maintain journey maps to proactively surface pain points and opportunities, translating these into clear recommendations and practical solutions.</p> <p>You’ll also collaborate with data and insights teams to analyse customer feedback, behavioural data and performance metrics, using these insights to recommend and prioritise changes that measurably improve our customers’ channel and touchpoint experiences. Throughout, you’ll confidently represent the voice of the customer in business decision-making.</p> <p>Who you are&nbsp;</p> <p>You are a dedicated and experienced professional in journey management, with a passion for creating exceptional customer experiences. Your expertise in journey led storytelling and change management, combined with strong analytical skills and the ability to drive data-driven decisions, allows you to strategically manage and optimise end-to-end customer journeys.</p> <p>You’re a curious, broad thinker who brings in outside perspectives to maximise key customer outcomes. Crucially, you’re motivated by building the foundations of Customer Journey Management: establishing consistent ways of working, governance and standards; growing capability through coaching and community; and bringing journey thinking into day-to-day decision-making across teams. You excel at collaborating with cross-functional partners, influencing senior stakeholders, and mobilising people around a shared view of the customer to deliver improvements that strengthen perceptions and interactions with Sainsbury’s brands and channels.</p> <p><strong>Essential Criteria</strong>&nbsp;</p> <ul> <li><strong>Journey management experience</strong> leading end-to-end mapping and management for customer-facing journeys; able to apply these skills within the physical environment to drive customer and business outcomes.</li> <li><strong>Hands-on experience with journey management tools and methodologies</strong>&nbsp;as part of a structured and sustainable approach to tracking, identifying and prioritising customer pain points and opportunities&nbsp;</li> <li><strong>Strong analytical skills with the ability to draw actionable insights from customer feedback, behavioural data, and performance metrics</strong>, supporting data-driven decision-making and measurable impact assessment.&nbsp;&nbsp;&nbsp;</li> <li><strong>Proven experience with stakeholder leadership</strong> partnering with functions and ops to deliver journey improvements, influencing seniors and representing the customer voice.</li> <li><strong>Demonstrable experience of journey-led storytelling</strong> that synthesises insight into clear narratives and recommendations linked to customer and business outcomes.</li> <li><strong>Experience in people or matrix leadership</strong> building capability (coaching/community) and mobilising teams to improve customer outcomes across brands and channels.</li> <li><strong>Experience building and embedding CJM ways of working</strong> (standards, templates, governance, ownership) so journey thinking drives prioritisation and continuous improvement.</li> </ul> <p>&nbsp;</p>