Proposition Lead

Job Type Customer Proposition
Location London - Victoria
Partnership Level 5
Closing Date 22/06/2021
Vacancy Type Permanent
Salary £69,300.00 - £97,200.00
Salary Frequency Annual
Hours of Work 35


Pay rates are negotiable dependent on relevant skills and experience.


What’s the role about?

John Lewis & Partners are renowned for offering retail experiences which customers know and love. Building on this, we know that the key to our future success will be the need to bring to market inspirational and innovative new experiences and services to our customers. With this in mind, we are looking for two Proposition Leads, who will drive the design and creation of bold new customer propositions and experiences for John Lewis, rooted in clear customer insights.  

Our Proposition Leads will be skilled in marrying big customer need opportunities, brand strategy, commercial and operational drivers - to create differentiated experiences that substantiate the John Lewis brand. If this is the sort of opportunity that excites you, then we’d love to hear from you. 

What you’ll be doing as a Proposition Lead:

As a Proposition Lead, you’ll be an experienced proposition thinker, with a record of leading multidisciplinary individuals toward the creation and delivery of customer-centric, omnichannel propositions. You will lead, guide and coach your team in design thinking, sprint and lean startup experimental approaches - to design, create and test prototype experiences. Using a 'build, test and learn' approach to nurturing integrated digital and physical experiences, you will be an advocate for proposition leadership across the organisation.

As you balance customer and commercial needs, you will steer cross-functional squads to combine detail, and an eye towards propositions with the potential to dramatically shift customer satisfaction measures or demonstrate customer love with £100m+ new revenues.

Some key responsibilities of the role will include:

  • Identifying and understanding customer insights that bring opportunities for the John Lewis brand to continue to pioneer brilliant advice and service experiences - creating seamless digital and physical omnichannel propositions.

  • Managing and coaching a team through line management and cross-functional team working to deliver innovative, customer-driven improvements to customer experience and brand new propositions.

  • Introducing leading edge propositions and design techniques, to rival our competition.

  • Delivering projects at pace, on time and on budget.

  • Delivering experiences and propositions that substantiate and differentiate the John Lewis brand and Partnership Plan.

  • Advocating proposition thinking and the application of design methods across the organisation, investing time to build strong relationships with stakeholders across all customer delivery functions.

  • Delivering experience improvements and new propositions that drive market-leading customer satisfaction, NPS and revenue results.

What you’ll have:

  • You will have significant experience leading customer experience and service design for major new propositions and brands.

  • You’ll have a keen eye for digital, shop and brand experience innovation trends and technologies, with a creative view on translating opportunities to the John Lewis brand.

  • You’ll possess a track record of leading idea generation, proposition / service design project teams.

  • You will be experienced in design thinking, agile projects, lean startup 'test and learn' experimentation.

  • You will have a track record of successful go to market delivery experience, from MVP to launches at scale, and be able to point to impressive customer, colleague and commercial results.

What else you could bring:

  • Marketing or Customer Experience / Service Design qualification.

  • Qualifications or professional experience of behavioural psychology, marketing or digital design.

Additional Information:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

The application form consists of a CV upload, an online test followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time.

We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.


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: Proposition Lead - JL Customer_CX.docx 


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