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Head of Brand Experience

United Kingdom Employment contract 75000.00 GBP / Year · Job Posted May 06, 2026
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Job Description

The Head of Brand Experience (Global) exists to ensure every customer interaction delivered from our offshore locations feels unmistakably John Lewis — trusted, premium, warm, knowledgeable and human. John Lewis customers expect reassurance not scripts, ownership not hand-offs, empathy not just efficiency, and service that feels calm, considered and confident. As we deliver from Morocco, S.A and PHP, geography should never dilute experience. This role will ensure offshore service rivals, if not exceeds, onshore delivery.

Job Responsibility

  • Be the global guardian of the experience
  • Deep brand and cultural immersion
  • Design premium behaviour
  • Certification and readiness
  • Quality and insight
  • Client partnership

Requirements

  • 10–15+ years in CX, service excellence or premium brand environments
  • Experience with offshore or global delivery
  • Strong coaching and behavioural design capability
  • Executive presence with senior stakeholders
  • Deep emotional intelligence and high standards

What we offer

  • Competitive salary, up to £75,000.00
  • Monday to Friday, 09:00 to 17:30 (flexibility required to suit business and client needs)
  • Permanent, full-time
  • Work at Home
  • Travel as required, up to 30%
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