Head of Customer Experience

Marks and Spencer · United Kingdom, United Kingdom, United Kingdom

Location

United Kingdom

Job Type

Full time

Posted

July 04, 2026

Job Description

What You’ll Do
Act as the voice of the customer across the business, using insight, data, and industry trends to shape innovative omnichannel store experiences.
Set and lead the store experience strategy, delivering propositions at pace that support the wider omnichannel service and selling agenda.
Drive the adoption of technology and new ways of working to create seamless, future‑ready customer journeys across stores, .com, and property.
Lead and develop the Store Experience team, ensuring strong day‑to‑day operations while balancing colleague efficiency and customer convenience.
Partner across Retail, Property, Digital, and Technology to take omnichannel propositions from concept through to delivery, managing governance and change impact.
Who You Will Be
A strategic, customer‑obsessed leader with experience delivering large‑scale programmes and transformational change.
Highly influential, with the ability t...
        

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