Location
London, London

Hours
Full Time

Salary
Negotiable

About the Role
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 commercial growth, loyalty and lifetime value 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 current experiences and designing clear, evidence-led future 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 hybrid role combines 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 will 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.

Experience
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.

About you
You are a collaborative and adaptable professional who thrives in a fast-paced, evolving environment. You have a strong customer focus and are passionate about delivering clear, inclusive and accessible experiences. You communicate clearly and influence constructively, comfortable working with ambiguity and diverse teams. You are proactive in driving improvements and committed to continuous learning and development.

Qualifications
There are no specific formal qualifications required for this role; however, relevant experience in content design, service design or customer experience disciplines is essential. A commitment to inclusive design principles and a strong understanding of user-centred design methodologies are expected.