Job Description

ABOUT THE ROLE

We are seeking a Customer Experience Performance Specialist to join the Waitrose team.

In this role, you will translate customer insights and performance signals into actionable outputs that empower teams to prioritize and deliver improvements to the 'Food Lover' experience. You will also collaborate with the Experience Performance Manager to develop our CX measurement framework and identify key enterprise pain and passion points.

This role is known internally as Experience Performance Specialist.
In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £5.25 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.

• Expected salary - Salary up to £58,000 depending on experience.

• Contract type - This position is a Permanent contract.

• Working pattern/flexible working - 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 are required to be in the office 3 days a week, with core days being Tuesday and Wednesday. The other day may be instore or with an agency.

• Location- Bracknell Head Office

• Interviews - to be held in Bracknell on 29th & 30th July

Key responsibilities

• Insight & Analysis: Analyse customer feedback, performance signals, and research to identify key themes, patterns, and priorities.

• Actionable Outputs: Translate complex data and insights into clear, simple, and practical "so what" recommendations to support decision-making and prioritisation.

• Holistic Reporting: Connect multiple data inputs (e.g., complaints, customer feedback, research, trends) into a single, coherent view of experience performance.

• Collaboration: Work closely with teams across the business to ensure customer insight is understood, applied to practice, and used to resolve immediate issues and inform long-term planning.

• Standards & Budget: Support the development and maintenance of experience standards for data actionability and handle the day-to-day management of the Experience Performance budget.

• Customer Proximity: Spend time with customers in our stores and collaborate with key internal stakeholders across the business

Essential skills/experience you’ll need

• Experience working with customer insight, feedback or performance data in a role focussed on action, not just reporting.

• Experience translating data or feedback into clear, practical recommendations or next steps.

• Experience combining multiple sources of input (e.g. customer feedback, complaints, research, performance trends) into a single view.

• Evidence of supporting teams to understand insight and apply it in practice.

• Experience working in environments where priorities are not fixed and require interpretation and judgement.

• Experience supporting prioritisation, planning or improvement initiatives.

• Experience working alongside analytics or insight teams to bridge data and action.

Desirable skills/experience you may have

• Experience working in human-centred or design-led environments.

• CX accredited qualification.

#LI-HEADOFFICE

#LI-SD1

To learn more about this role, please copy and paste this link into a new browser window: https://embed.wirewax.com/8114190

Closing Date:

July 13, 2026

Pay:

£47,000.00 - £73,500.00 Annual

Contract Type:

Permanent

Hours of Work:

35 hours per week

Job Level:

Partnership Level 7

Where You'll Be Working:

Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA

ABOUT THE PARTNERSHIP

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it.

Important points to note:

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.