About Us

At Foundever, we believe service is not a function — it is the brand. Your job is to make every customer feel exactly how they expect to feel when they walk into John Lewis or Waitrose — every time, on every channel, from anywhere in the world.

Our partnership with the John Lewis Partnership spans two of Britain’s most loved heritage retailers: John Lewis and Waitrose. These are brands built on trust, quality, fairness and an unwavering commitment to doing the right thing for customers. As they continue their ambition to be radically relevant, unashamedly premium and truly omnichannel, we play a critical role in how that promise is experienced by customers every day.

Role Purpose

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.

Primary Responsibilities

Be the global guardian of the experience

•            Own the Brand Experience Standard and Playbook

•            Translate heritage and values into observable behaviours

•            Define what “Never Knowingly Undersold” means in service

•            Ensure interactions feel trusted, relevant and premium

Deep brand and cultural immersion

•            Partner directly with John Lewis brand and CX teams

•            Attend store visits and immersions

•            Translate UK nuance, language and expectations for offshore teams

•            Keep teams current on UK culture and retail moments

Design premium behaviour

•            Embed emotional intelligence, empathy and rapport

•            Coach teams to sound natural, warm and human

•            Elevate written and digital communications to premium standards

•            Create white‑glove ownership behaviours

•            Replace scripts with confidence and judgement

Certification and readiness

•            Gatekeep readiness to serve

•            Set minimum standards

•            Influence hiring profiles

•            Hold authority to delay teams not meeting expectations

Quality and insight

•            Architect QA to measure how customers feel, not just compliance

•            Leverage analytics and AI coaching

•            Use customer feedback to continuously improve

Client partnership

•            Act as Foundever’s Brand Experience authority

•            Participate in governance and reviews

•            Position Foundever as a premium CX partner

Experience 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 success looks like

• Customers cannot tell where service is delivered
• Stronger CSAT, NPS and first contact resolution
• Reduced escalations
• Enhance value generation
• Increased client confidence
• A globally consistent premium experience

Key Points

• Competitive salary, up to £75,000.00
• Monday to Friday, 09:00 to 17:30 (flexibility required to suit business and client needs)
• Permanent, full-time
• Work at Home
• Travel as required, up to 30%