Marketing Manager - Loyalty User Experience
It's an exciting time in Loyalty at Morrisons, we're looking for a Marketing Manager - Loyalty User Experience to join our Delivery & Analytics team.
We are looking for a Loyalty User Experience Manager to take ownership of the end-to-end customer journey and ensure our products deliver seamless, intuitive, and engaging experiences across all channels.
You will be responsible for understanding customer behaviours, identifying friction points, and translating insights into journey improvements that drive satisfaction, loyalty, and commercial growth.
This role will overlap with product management, user experience, and customer experience design. You will collaborate closely with product, design, digital, marketing, and technology teams to embed customer-first thinking into every stage of product development and delivery.
Key Responsibilities
Customer Journey Strategy & Design
To own and continuously improve the end-to-end customer journey across digital and physical touchpoints.
Define the vision for a seamless, personalised, and consistent experience across products.Apply service design and design thinking methodologies to develop future-state journeys.
Product & UX Integration
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Partner with the Product Manager to integrate journey improvements into product roadmaps.
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Translate customer and business needs into clear UX requirements and features.
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Advocate for design and accessibility best practices across all digital platforms.
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Work with UX/UI designers to deliver intuitive, consistent, and engaging experiences.
Customer Insight & Data Analytics
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Collect and analyse data from customer feedback, behavioural analytics, and research.
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Use tools (e.g. Figma NPS/CSAT platforms) to monitor journey performance.
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Develop KPIs to measure success (conversion, engagement, retention, satisfaction).
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Run A/B testing, usability studies, and workshops to validate improvements.
Continuous Improvement & Delivery
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Establish a framework for ongoing journey optimisation and feedback loops
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Feed research insights into roadmaps, feature prioritisation, and product positioning
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Prioritise enhancements using data-driven insights and customer value
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Deliver both quick wins and long-term structural improvements to journeys
Stakeholder Management & Collaboration
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Act as the voice of the customer across the Marketing Loyalty function
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Act as a bridge between customer voices and business objectives
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Engage and influence cross-functional teams to adopt customer-first decisions
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Present journey insights, recommendations, and results to stakeholders
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Collaborate with marketing, operations, and service teams to ensure alignment
Governance & Standards
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Define and maintain journey standards, frameworks, and toolkits
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Ensure compliance with accessibility, legal, and brand guidelines
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Champion best-in-class customer and UX practices across the organisation
This is a hybrid role operating over a five day working week. This role is based at our fantastic head office in Bradford. Boasting an on-site restaurant, coffee shop, convenience and sample store, prayer room, free parking and regular company-wide events and promotions. Ideally, applicants will live within a reasonable distance of our office. Also offering a competitive salary, bonus, and benefits package.
About you
We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:
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Strong understanding of Morrisons and our customers
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Strong organisational skills with an ability to prioritise a demanding workload
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Ability to work with other teams effectively
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Strong work ethic with high levels of drive and personal resilience
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Strong listening skills with a positive, ‘Can Do’ attitude
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Follow, adapt and manage processes.
Skills & Experience
Essential:
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Strong background in product management, UX design, or customer experience strategy
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Proven track record of mapping and improving end-to-end customer journeys
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Proficient in customer research methods (qualitative and quantitative)
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Familiar with design thinking, service design, and agile delivery methodologies
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Excellent analytical skills with experience using journey/UX tools
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Strong communication, storytelling, and stakeholder management skills
Desirable:
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Experience in retail, e-commerce, or loyalty/CRM programmes
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Knowledge of accessibility standards and inclusive design
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Understanding of personalisation technologies and customer data platforms
About us
In return for all your hard work, you will receive:
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15% discount in store from the day you join us
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Additional 10% discount card for a friend or family member
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Annual bonus scheme
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Career progression and development opportunities
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Generous holiday entitlement
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Market leading pension scheme and life assurance
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Healthcare benefits including Aviva Digital GP
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‘MyPerks’ giving you discount with over 850 retailers
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Free parking onsite
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Enhanced Family, Maternity and Paternity Leave
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Private Healthcare
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Car Allowance (company car provided in some instances)
Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!
At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.
There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!
At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too.
We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.
Reward & Benefits
We've highlighted below some of our standard Rewards & Benefits that our colleagues receive. Please note, some roles come with additional benefits such as bonus, company car allowance etc. you'll find further details where applicable in our adverts, or you can speak to someone in our resourcing team for more information.
Plan your journey
Hilmore House (Head Office), Bradford, United Kingdom, BD3 7DL
Learning and development is at the heart of our business
As you can imagine, Morrisons is a busy place to be. There’s lots going on - processes, changes, new initiatives, different ways of working. And that’s just on a Monday morning.
It means there’s a lot to learn. But learning isn’t just about understanding what’s involved in day-to-day workloads. It’s also about growing and developing in your career, too. That’s why we’ve made sure that learning and development is at the heart of our business. We’re here to make sure everyone has everything they need to be their best - and to go as far as they want.
Our DE&I workstreams
We're proud to have a diverse group of colleagues working here. We want everyone to feel valued in an environment where we promote respect, where they feel a sense of belonging, and feel celebrated as individuals.
These are the moments that matter to them - and they matter to us, too.
Everyone is welcome to get involved in our Ethnic Diversity, Ability, LGBTQ+, Women, and Family & Carers workstreams, too. They’re designed to help us better reflect our customers, colleagues, and communities so we can become an even more inclusive business.
As a business, we love bringing people together. And we think it’s one of the biggest reasons to be part of our team.
Our Process
We've outlined below what our typical process looks like, this can vary slightly depending upon the role or team you've applied for. Our goal is to provide a positive and accessible experience for all applicants, ensuring everyone has the support they need to showcase their best selves.
Our resourcing team are on hand to help with any questions about your application and you can reach them by e-mailing resourcing@morrisonsplc.co.uk.
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Find an opportunity that's right for you
Once you've found a role that's right for you, you can apply via this site. If it's your first time applying with us then we'll need all your essential information and we might ask you to upload your most recent CV. If you've applied for roles with us before then we should recognise you and you won't need to share these details again, unless something has changed that you need to update us on.
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Online Assessment (Customer Assistant roles)
After your application, we might send you an e-mail and ask you to complete an online assessment. This is typically a situation judgement test where we'll ask you ten questions with mutliple choice answers and takes around 10-15 minutes to complete. The questions will give you a feel for the types of scenarios you might encounter working in our stores - think customer first.
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Let's find out more
For some of our stores and site roles, if you've been successful with your application we might just e-mail and ask you to book a slot for your interview. For other roles our resourcing team will get in touch with you to find out a bit more about you and why you applied. They'll also answer any questions you might have about us and the role. After all, it's a two way process!
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Interview
Our interviews are typically face to face but can sometimes be virtual. Don't worry, we'll advise either way. Your interview can differ depending on the role or team. Part of the interview may include some competency questions against our Ways of Working (listed below).
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Final Stage
With some of our roles there might be a second interveiw. This tends to be for roles in our Head Office and some salaried positions across our stores and sites. As part of this second stage, we might ask you to complete a task, such as a SWOT analysis or something similar, and present it back during the interview. This helps us understand your approach and thinking about the role.
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Decision
Our resourcing team or the store or site you've applied to will be in touch with you as soon as they can to let you know the outcome. If you've been successful we'll share the details of our offer with you and follow up with everything you need on e-mail.
Ways of Working
Our Ways of Working are like a set of values that define our core beliefs, guide decision-making, and shape our culture and how we operate.
Customer First - I care about our customers and do everything I can to meet their needs
Teamwork - I always play my part in the team, and I recognise we go further together
Working Freely in a Framework - I’m trusted to make my own decisions and encouraged to improve things for customers and for us
Care and Respect - We care more and try harder; for each other, for everyone around Morrisons
Listen and Respond - I take the time to talk with and listen to colleagues and customers, and always do the right thing for the them
Grow Sales, Low Cost - I understand my part in the end-to-end process and look for ways to drive improvement
Life at Morrisons offers more than you imagine.
We’re a Yorkshire based food manufacturer and retailer, and our story began with a simple market stall in Bradford all the way back in 1899. Today, we’re still just as committed to delivering on our promise of 'freshness from farm to fork' for every customer. It’s why we’ve grown to become one of the UK’s leading supermarkets. And, with 90,000 colleagues, nearly 500 stores, and 11 million customers every week, there are now more reasons to join us than you can imagine.
Discover Head Office at Morrisons
Our stores aren’t the only place where the magic happens. You’ll find a proper buzz at Head Office in Bradford, too. This is where support for store colleagues begins, from those big board decisions on our business processes, right down to thinking up new ideas to help support our colleagues.
But what we love most about Head Office is that there are more functions than you probably imagine - from trading to marketing, finance to tech, and HR to property. And we all work together to make sure our stores and manufacturing & logistics sites have everything they need to succeed.
Meet the Recruiter
Favourite Morrisons product
The Best Fresh Orange Juice
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