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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)