Head of Customer Experience

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 to engage senior stakeholders, cut through complexity, and create clarity and direction.
• Commercially minded, using customer insight and data to identify growth opportunities that drive revenue, margin, and loyalty.
• An inspiring people leader with strong communication skills, a growth mindset, and a passion for developing high‑performing teams.
• Curious, resilient, and future‑focused—always looking ahead and pushing boundaries to raise the bar for customer experience.

What’s in it for you?

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
• Competitive holiday allowance with the option to buy more
• Discretionary bonus schemes linked to your performance and ours
• Strong pension and life assurance to help plan for the future
• Tailored induction and training to support your development from day one
• Exclusive perks and savings through our M&S Choices portal
• Market-leading family policies, including parental, adoption and neonatal leave
• 24/7 wellbeing support, including virtual GP access and mental health services
• One paid volunteer day a year to support a cause that matters to you

Everyone’s welcome

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.