Head of Online Customer Experience

What’s in it for you

We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:

• Annual bonus scheme of up to 45% of base salary
• Car allowance of £7,320 per annum
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Buy holiday salary sacrifice scheme (for salaried roles)
• Private medical insurance
• Retirement savings plan - save between 6% - 10% and Tesco will contribute 1.5 times this amount
• Life Assurance - 5 x contractual pay
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
• The right to request flexible working from your first day with us
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here

Click Here to read more about the full range of benefits we have available for our colleagues

About the role

We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

Tesco Online is the biggest online grocer in the UK and one of the largest in the world. Digital growth is core to Tesco’s future strategy and new propositions such as Whoosh and Marketplace are allowing customers access to new and exciting products and services online. Ensuring customer experience is at the heart of all planning and decision making remains crucial and requires an exceptional candidate to lead this thinking with expertise and energy.

The role has regular exposure to senior stakeholders across Customer, Online and Technology functions. Working within an agile set up, this role would suit someone who is comfortable working collaboratively and cross functionally to lead customer experience best practice. Whether that is identifying crucial optimisation points, championing personalisation in planning and prioritisation or recovering excellently if things don’t go to plan, the role is varied and dynamic.

You will be responsible for

Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities:

- Leading a small team to champion end to end customer experience online – from first impressions through to delivery / collection and beyond. Delivering against key customer metrics such as NPS and CSAT measures.

- Identifying and prioritising interventions and initiatives to optimise customer experiences at critical points in their online journey based on solid insight interpretation.

- Championing personalisation best practice across online end to end to deliver the most helpful and relevant experience for customers at every stage.

- Partnering with Insight specialists and analysts to ensure a strong grasp of customer needs, missions and behaviours, market trends and competitor activity to deliver best in class experiences.

- Ensuring retail media activity successfully balances commercial and customer objectives and delivers an optimum experience overall.

- Leading incident planning and recovery for online customers alongside a wider group of Operations, CEC, Tech, Group Communications and Marketing teams. Ensuring customers have clear and helpful communications throughout and key internal stakeholders are managed in a timely manner.

- Supporting a range of agile squads and ‘centres of expertise’ in post order, Customer, Technology, and Fulfilment teams, ensuring smart and efficient use of agile working practices, clear OKR setting and ‘inspect and adapt’ methodologies.

- Playing an active leadership role in the Value streams for Grocery Home Shopping (GHS), and Marketplace, representing the Customer function in weekly forums and in the Quarterly Business Review process.  

You will need

Operational / technical skills relevant for this job:

- Ability to create an end-to-end customer experience strategy and execute cross functionally with clear measures of success

- Ability to assimilate a wide range of data sources and make clear insightful recommendations

- Ecommerce expertise with an understanding of driving relevancy and personalisation online

- Working knowledge of retail media online / digital display media

- Strong project and stakeholder management skills

- Strong communication and storytelling skills, presenting confidently to stakeholders including business leaders and executives

- Ability to influence and drive alignment at all levels

- Broad stakeholder management, including executive level

Experience relevant for this job:

- Proven leadership in a previous strategic customer experience role

- Managerial experience leading cross functional teams to design and implement customer experience change and improvement projects

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About us

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern -combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.