Why join us

Joining Sainsbury's as an End-to-end Content & Customer Experience Design Specialist means being part of a customer-centric organisation that values innovation and collaboration. End‑to‑end design looks at the full journey a customer goes through, across all stages (before, during, and after an interaction), all touchpoints (digital, service, content, comms, operational moments). In this role, you will have the opportunity to shape and enhance end-to-end customer journeys within Groceries Online our online groceries shopping platform, driving impactful and commercially valuable solutions through content and customer experience design. Working in an agile and inclusive environment, you will collaborate with cross-functional teams to translate customer needs into intuitive, scalable experiences that align with business goals and CX strategies. With a focus on continuous development, a supportive culture, and a commitment to inclusive design principles, you will play a key role in transforming how customers interact with our brands, making a meaningful impact in a fast-paced and dynamic business landscape.

What you'll do

You will play a pivotal role in shaping and enhancing end-to-end customer journeys within Groceries Online. Collaborating with cross-functional stakeholders, you will utilise human-centered design methods and data-informed approaches to create and maintain customer journey maps and service blueprints that align with Sainsbury's CX strategy and priorities. This is a hybrid role, your expertise in content design and customer experience design will be crucial in championing the voice of the customer, organising workshops, conducting user research, and delivering intuitive and accessible digital experiences that guide customers seamlessly through touchpoints. Additionally, you will drive the development and application of content patterns and messaging frameworks to ensure consistency, scalability, and efficiency across groceries online journeys, while embedding inclusive and accessible design principles to meet diverse customer needs.

Who you are

As an End-to-end Content & Customer Experience Design Specialist at Sainsbury's, you are a seasoned professional with a blend of expertise in content design, service design, and customer experience. Your strong creative and problem-solving abilities, coupled with your proficiency in translating insights into practical experience improvements, enable you to shape and enhance end-to-end customer journeys. With a collaborative approach and a focus on human-centered design methods, you excel in championing the voice of the customer, fostering stakeholder engagement, and delivering intuitive, accessible experiences across digital and service touchpoints. Your adaptive nature, clear communication skills, and capacity to manage multiple priorities effectively make you a valuable asset in a fast-paced and evolving business environment.

Essential Criteria

Proven experience in end-to-end content design and customer experience or service design, with a track record of shaping and improving complex digital customer journeys across multiple touchpoints withing a large, complex organisation. (End‑to‑end design looks at the full journey a customer goes through, across all stages (before, during, and after an interaction) and all touchpoints (digital, service, content, comms, operational moments)). Strong experience using human centred design methods, including customer journey mapping, service blueprints, user research and workshops, to translate customer needs and pain points into practical, scalable experience improvements  Experience in content design practice, including content models, messaging hierarchies, accessibility standards, taxonomies and reusable content patterns that support coherent, consistent experiences across digital channels. Proficiency with design and research tools such as Figma, Miro, Maze (or equivalent) Demonstrable experience working collaboratively in cross‑functional, agile teams, effectively influencing stakeholders and balancing customer needs with commercial and business objectives. Creative problem-solver, comfortable with ambiguity, change and experience working in complex, fast paced environments Strong communication, presentation, and influencing skills across varying levels of seniority