Description
As a Senior UX Researcher working across Waitrose and John Lewis, you will lead research that shapes loyalty propositions and customer engagement experiences. You will help teams understand what customers value, what builds lasting engagement, and how loyalty connects with the core shopping journey across digital and physical touchpoints.
Taking ownership from early discovery through to concept testing and continuous improvement, you will remain a hands-on practitioner while challenging assumptions and helping teams make confident, evidence-based decisions.
Responsibilities:
- Owning the research plan for loyalty and customer engagement across both brands and agreeing on priorities with stakeholders.
- Leading discovery into customer behaviours and needs to strengthen loyalty propositions.
- Evaluating concepts and live experiences to understand how customers engage with benefits, rewards, and personalisation.
- Independently delivering qualitative and quantitative research with customers and Partners.
- Combining research with behavioural data and customer insight to influence product priorities and design decisions.
- Working alongside each brand's Design and UX Research functions to maintain standards, share reusable insights, and coach colleagues.
- Communicating clear recommendations and tracking how research improves customer understanding, engagement, and loyalty outcomes.
- Embedding ethical, accessible, and inclusive research practices for consent and data handling.
Essential skills/experience:
- Proven experience independently leading UX research and influencing product strategy and design decisions.
- Strong qualitative and quantitative research skills, with sound judgement in method selection, analysis, and interpretation across different project life cycles.
- The ability to navigate ambiguity, understand complete customer journeys, and connect customer needs with business outcomes.
- Strong communication and influencing skills to align senior audiences and multiple teams.
- Practical knowledge of delivering inclusive, accessible, and ethical research.
Desirable skills/experience:
- Experience in loyalty, rewards, membership, personalisation, or customer engagement.
- Experience in the retail sector spanning digital and in-store customer journeys.
- Experience working across multiple brands or within a large, complex organisation.
- Experience coaching others and elevating research practice.
Benefits:
- In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £5.25 per hour.
- The Partnership has adopted a hybrid working approach, meaning you'll be able to work flexibly between the office and home based upon the needs of the business.