Global Brand Experience Lead

Ready to shape the customer experience and bring our brand to life across every touchpoint?

We want to be as famous for expertise and care in the future as we are for great value today. This is how we will continue to change even more lives. There are so many ways that customers interact with us, and all of these moments leave an impression that shapes what customers think about our brand.

With transformation programmes underway, including Experts Who Care and the Blended Experience Programme, we have an exciting opportunity for someone to join the Brand Hub and lead the development and implementation of our brand experience strategy.

As Global Brand Experience Lead, you’ll manage and inspire the development of insight-fuelled experience design. You’ll lead and evolve our global brand experience strategy, ensuring it’s customer-focused, and aligned with our long-term vision. Working closely with cross-functional teams such as Store Environment, Strategic Initiatives, and the Blended Experience Programme, you’ll deliver a seamless and differentiated experience across every customer touchpoint.

You’ll use customer insight, behavioural data, and market intelligence to design journeys that bring our brand to life, improve customer satisfaction, and drive growth. You’ll embed brand experience principles across the business, influencing senior stakeholders and operational teams to ensure consistency and excellence in every interaction.

We’re looking for someone with a tonne of experience shaping customer-centric brand experiences across multiple touchpoints (online and offline), ideally within a global or multi-market context. You’ll be able to connect the dots between brand strategy, customer insight, and experience design, and confidently lead long-term strategic planning. You know how to turn behavioural data, customer feedback, and market intelligence into actionable strategies that enhance the brand experience. With strong stakeholder management experience, you’ll bring teams together across functions, inspiring alignment around a shared vision. You’re curious, a forward-thinking, and an effective communicator able to bring the brand to life and make complex ideas feel simple and actionable.

This role requires flexibility with working hours, including some early mornings or late evenings to support global teams across different time zones. It also involves travel for team meetings, workshops, and cross-functional collaboration.

This role closes on 19^th September 2025: however, we may close the advert sooner if we get inundated with high-quality applications. Apply now – you’ll be glad you did.