About the role
This role designs and orchestrates customer journeys which deliver a positive customer experience and drive customer and business objectives. Designing journeys addressing specific audience needs and behaviours using customer segments with behavioural and demographic overlays, collaborating across teams to ensure these jouneys are activated effectively., working closely with the audience and insight teams to leverage data to inform journey design.

You will be responsible for

• Designing and orchestrating cross-channel customer journeys for each segment / audience, ensuring consistency and quality across all touchpoints (online, in-store, mobile, email) in the end to end journey.
• Ensuring customer journeys reflect segment-specific needs and align with overall Customer / business objectives.
• Collaborating with functional/channel specialists to bring these journeys to life.
• Leveraging insights and performance data to continuously refine and optimise segment / audience-specific journeys and propositions.
• Building clear test and learn plans to drive end to end journey optimisation.
• Using tailored segment strategies to outline optimisations to existing propositions or new propositions required to serve segment / audience needs and strategic objectives.
• Highlighting capability gaps to build into the personalisation roadmap.
• Working with finance to build and validate business cases for new propositions.
• Collaborating with Insight to ensure customer journeys are data-driven and continuously improved.

You will need

• Background in CRM
• Understanding of business priorities and how to align customer journeys with segment goals
• Proven ability to lead cross-functional initiatives and collaborate with diverse teams to achieve customer-centric goals
• Customer journey design
• Strategic thinking and problem solving
• Stakeholder management
• Data-driven decision-making

LI-FC

LI-Hybrid

About us
You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.
At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you’re just kicking off your career, juggling passions, or navigating big life events, we’re here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.
We’re proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you’re interested in joining our team but don’t tick every box, don’t let that hold you back from applying.
What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Private medical insurance
• 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 6 weeks fully paid paternity leave
• 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

• Designing and orchestrating cross-channel customer journeys for each segment / audience, ensuring consistency and quality across all touchpoints (online, in-store, mobile, email) in the end to end journey.
• Ensuring customer journeys reflect segment-specific needs and align with overall Customer / business objectives.
• Collaborating with functional/channel specialists to bring these journeys to life.
• Leveraging insights and performance data to continuously refine and optimise segment / audience-specific journeys and propositions.
• Building clear test and learn plans to drive end to end journey optimisation.
• Using tailored segment strategies to outline optimisations to existing propositions or new propositions required to serve segment / audience needs and strategic objectives.
• Highlighting capability gaps to build into the personalisation roadmap.
• Working with finance to build and validate business cases for new propositions.
• Collaborating with Insight to ensure customer journeys are data-driven and continuously improved