Customer Experience Manager, Financial Services

Job Type Customer Service
Location London - Victoria
Partnership Level 7
Closing Date 20/06/2021
Vacancy Type Permanent
Salary £46,600.00 - £63,000.00
Salary Frequency Annual
Hours of Work 35 hours, Monday to Friday 9am - 5pm


Pay rates are negotiable dependent on relevant skills and experience.


Internally, this role is known as Customer Experience Assistant.

What's the role about? 

This role is about setting market leading service standards across our Pet or Car insurance products and working with our partner providers to make these ambitions a reality across all of our selling channels.

What will you be doing? 

In this role you will work with our partner insurance providers to ensure we provide the best service, in line with the John Lewis brand. You will be setting the vision for what our customer journeys across all channels should look like and working as part of cross functional teams to make this a reality. You will be mapping customer journeys and considering areas for improvement, ensuring that we are well placed in a highly competitive insurance market. 
What will you need to have? 

A positive attitude, an ability to work in cross functional teams and with external providers, experience of managing customers journeys across web, mobile and over the phone. 
Customer services optimisation experience within Financial Services is essential.

What else could you bring to the role? 

Knowledge and experience of market leading customers journeys and customer experience, particularly within the financial services sector.

For internal candidates, please copy this link into your browser to view the Job Outline -

Duties and Responsibilities

John Lewis Financial Services is growing and we want you to help us achieve our ambitious plans. Our Financial Services team will be responsible for a distinct and differentiated set of products significantly accelerating growth which means there has never been a more exciting time to join us. You can proudly be yourself at the John Lewis Partnership and our people make us a truly inclusive place to work.

We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here -

Attachment: Customer Experience Assistant Job Outline.pdf 


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