The posting
Job Description
At Sainsbury’s we believe that the customer should be at the heart of everything we do. Customer Experience (CX) is our brand in action, bringing our purpose to life through every customer interaction across all Sainsbury’s brands and channels. In the CX team you’ll work on our biggest strategic priorities, helping to change and transform how customers shop and interact with us, while driving the commercial growth, loyalty and lifetime value that comes from more satisfied customers.
As an E2E Content and Customer Experience Design Specialist within Groceries Online, you will shape and improve end-to-end customer journeys by interrogating as-is experiences and designing clear, evidence-led to-be journeys. You will identify customer pains and opportunities, recommend practical, commercially valuable solutions, and lead the creation of journey maps and service blueprints across digital journeys such as websites, apps, checkout and loyalty, working closely with operational and service teams where journeys span contact centres, fulfilment or in-store interactions.
This is a hybrid role, bringing together content design/strategy and service design. You’ll work in an agile, collaborative environment alongside colleagues in insights, product, technology, marketing, operations and transformation, using data, research and testing to inform your design decisions and measure impact. You’ll join a fast-moving area of the business undergoing significant change, with clear support for your ongoing development, a collaborative culture, flexible ways of working and a broad range of colleague benefits.
What you’ll be accountable for
- Contributing to the identification, definition and delivery of end-to-end content and customer experience recommendations for Groceries Online journeys, aligned to Sainsbury’s CX strategy and priorities.
- Creating and maintaining as-is and to-be customer journey maps and service blueprints, using user-centred design methods, data-informed test-and-learn approaches and strong content design.
- Planning and facilitating workshops with stakeholders and, where appropriate, customers, to explore journey problems, define opportunities and shape future-state journeys.
- Championing the voice of the customer by organising and contributing to user research and usability testing, using insight to inform and validate design decisions.
- Designing and delivering content in line with brand, tone of voice and content design standards, guiding customers clearly through digital and service touchpoints.
- Developing and applying content patterns, messaging frameworks and reusable components to drive consistency, scalability and efficiency.
- Embedding inclusive and accessible design principles in all your work, so experiences meet the needs of customers of all abilities and contexts.
- Partnering closely with product, tech, operations and CX colleagues to make sure changes align with CX principles and standards and deliver agreed business and customer outcomes.
What experience you’ll need to bring (essential skills)
- This is a hybrid role, bringing together content design/strategy and service design disciplines. Experience in Content Design, Service Design or Customer Experience is required.
- Strong creative and problem‑solving capability across both digital and service contexts, with the ability to translate insight into practical experience improvements.
- Ability to work in end‑to‑end journey design and consultative modes, representing customer needs while balancing business objectives.
- Confidence collaborating with and influencing a broad range of stakeholders using design thinking methods, including workshops, journey mapping and service blueprinting.
- A strong grounding in content design practice, including content models, messaging hierarchies, taxonomies and reusable patterns that support coherent experiences across channels.
- Proven ability to work collaboratively in fast‑paced, complex environments, partnering effectively across product, technology, operations, marketing and CX.
- Understanding of user research and usability testing methods, with confidence in contributing to research activities and interpreting insights to inform design decisions.
- Proficiency with design and research tools such as Figma, Miro, Maze and UserTesting (or equivalent).
- Ability to demonstrate the behaviours of a senior designer, including initiative, adaptability, clear communication, constructive influencing and comfort working with ambiguity.
- Capability to manage multiple priorities and work effectively with diverse perspectives and ways of working.
Responsibilities
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 activity, labour, transformation, online, delivery and contact centres, 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 as much as we can, it’s vital that we all think beyond our job descriptions and look for ways to optimise and improve everything we do. There’s also a real team ethos here. After all, it’s people like you who will truly transform this part of the business.
Qualifications
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 10% 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. We also offer other benefits that will help your money go further such as season ticket loans, 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).
