E2E Customer Journey Lead
Salary: Competitive Plus Benefits
Location: London Store Support Centre and Home, London, EC1M 6HA
Contract type: Permanent
Business area: Retail
Closing date: 18 January 2026
Requisition ID: 400045112
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.
Why join us
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.
What you'll do
As the End-to-End Customer Journey Lead at Sainsbury's, you will play a crucial role in enhancing the overall customer experience by managing and optimising some of our most strategically valuable customer journeys, across the Sainsbury’s Brands and Channels portfolio (Sainsbury’s, Argos, Nectar, Tu, In-store or Digital). Working collaboratively with cross-functional teams, you will audit, map, and maintain customer journey maps to proactively identify customer pain points and opportunities, and propose improvement solutions. You will work with data and insights teams to analyse customer feedback, behavioural data, and performance metrics, recommending and prioritising solutions that demonstrably improve our customers’ channel/touchpoint experiences, confidently representing their voice in business decision making. Your role will involve partnering with business functions/operational teams to develop and prioritise customer experience improvements, ensuring alignment to key customer outcomes and fostering a customer-centric culture within the organisation.
Who you are
You are a dedicated and experienced professional in customer experience/journey management, with a passion for creating exceptional customer experiences. Your expertise in journey mapping and change delivery, 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. You’re a curious and broad thinker who’s able to bring outside thinking in to maximise key customer outcomes. You excel in collaborating with cross-functional teams, influencing senior stakeholders, and implementing successful customer journey initiatives that enhance customer perceptions and interactions with Sainsbury's brands and channels
Essential Criteria
- Proven experience in a customer journey/experience management focused role, demonstrating expertise in mapping, auditing and maintaining customer journey map(s) for a customer facing proposition.
- Hands-on experience with journey management tools and methodologies as part of a structured and sustainable approach to tracking, identifying and prioritising customer pain points and opportunities
- Strong analytical skills with the ability to draw actionable insights from customer feedback, behavioural data, and performance metrics, supporting data-driven decision-making and measurable impact assessment.
- Experience in the strategic management/optimisation of end-to-end customer journeys; collaborating with cross-functional teams and influencing senior stakeholders to deliver experience improvements and drive customer impactful change.
- Proven storytelling capabilities; able to synthesise information and provide a compelling case for customer change in the context of valuable business outcomes.
- People management or matrix management experience in leading / inspiring teams around you to deliver great customer outcomes
We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them: Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform. Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme. Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave. Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).
