Peter Cross (pictured) joined John Lewis in 2013 as director of comms, arriving from a senior role at Mary Portas' retail agency Portas, having worked for L'Oréal, Burberry and luxury brand Dunhill before that.
He became director of customer experience in 2017, taking charge of areas including the customer journey, visual merchandising and sustainability.
His role is not being directly replaced.
John Lewis Partnership said in a statement: "Peter has been instrumental in building the love and trust customers have for John Lewis in recent years.
"In the past 10 months he has led the Partnership's efforts to care for the vulnerable in society impacted by the ongoing pandemic."
Cross said: "It's been an honour to be part of a team who have driven the relevance of two of Britain's best-loved brands during an unprecedented time of change in the retail industry. I shall remain a life-long fan."
Regarding his future, Cross told PRWeek: "It's probably a bit early, but I know it will be back into consulting."
Last summer, John Lewis Partnership appointed Ofcom's comms chief, Chris Wynn, as director of corporate communications, and promoted Gillian Taylor to head of brand communications.
PRWeek named the Partnership among the 13 UK corporate comms teams to watch in 2021. The Partnership's Christmas campaign for 2020, ‘Acts of Kindness', was jointly branded John Lewis & Partners and Waitrose & Partners.