Head of Engineering - Customer Contact

Job description

Head of Engineering – Customer Contact

Are you passionate about new and innovative technology? Do you want to be at the forefront of innovation and transformation of how Sainsbury’s supports their customers with any issues they might be facing? If so, you might be the perfect candidate for the Head of Engineering role in the Customer Contact space.

About the team:

As the Head of Engineering in Customer Contact, you will lead teams of engineers who are responsible for developing and delivering cutting-edge solutions that enhance the customer experience, scales to the volumes of contacts, uses AI capabilities to automate customers journeys and keeps enhancing the tools of the agents. Being at heart of our obsession with the customer and being a part of a complex end-to-end horizontal solutions providing customers experience, you will collaborate with other teams across Sainsbury’s Tech, as well as our 3rd parties to ensure alignment and integration of the Customer support vision. This is an exciting opportunity to join a dynamic and fast-paced environment where you can make a real impact and shape the future of Sainsbury’s Tech and Retail. Why join us

You'll be a trusted voice for technology and innovation within our business community. With over 2000 locations, and 100,000 + colleagues, you will engage and manage stakeholders, teams, and suppliers to deliver exceptional experiences for our customers and colleagues. As a trusted leader of leaders, you will foster a high-performance, inclusive culture, ensuring your teams operate in an empowered and professional environment. With a focus on people leadership, engagement, and communication, you will lead the evolution of our teams towards agile ways of working, drive delivery excellence, and champion technical excellence.

What you'll do:

Building strong relationships with business and tech leaders, you will be the trusted voice for technology, innovation, and modern agile ways of working within your respective business community. You'll lead and mentor teams of engineers to deliver unique and differentiating products, fostering a culture of innovation and high technical standards. You will be accountable for the processes and path to production and deployment of change, ensuring that all new and enhanced products and platforms are released seamlessly and in line with business change plans. As a leader, you will build strong relationships, drive continuous improvement, and champion the concept of expert, stable, and integrated teams. Your success will be measured by the quality of relationships established, successful alignment of product priorities and outcomes, technical excellence demonstrated, and the delivery of customer value and business outcomes at pace.

Who you are:

You're a strategic leader who knows how to build great relationships across a business. With your deep understanding of both the technology landscape and retail/ logistics operations, you play a pivotal role in ensuring the delivery of unique and differentiating products to millions of customers. Leading and mentoring teams of engineers, you champion agile ways of working, foster a culture of innovation, and continuously strive for improved outcomes and value. Your ability to make sound judgments, manage budgets, and make data-driven decisions allows you to drive maximum efficiency and effectiveness within your teams and deliver customer value at pace. With your passion for technology, and results-oriented mindset, you empower your teams to perform at their best and deliver high-quality solutions that align with the overall business strategy. You are a visionary leader who continuously stays relevant in the ever-changing technology landscape, and you make decisive decisions to drive success.

We are committed to being a truly inclusive retailer, so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new - whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:
 
 Starting off with colleague discount, you'll be able to get 10% off at Sainsbury's, Argos, TU and Habitat after 4 weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 65% of salary, depending on how we perform (in cash and shares).  

 Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy additional holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, pay advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. You'll also receive a company car cash allowance unless you are going to travel 10,000 business miles in your role, then you'll be able to choose a car. And if you ever need it there is also an employee assistance programme, you will also be eligible for private healthcare too.
 
 Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave. 
 
 Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).