Description
As a Principal Product Designer in Loyalty & Customer Engagement, you will shape and deliver the design vision for experiences that help customers understand, access, and make the most of our brand's loyalty benefits and propositions.
Working within either John Lewis or Waitrose, you will lead design across the end-to-end loyalty experience, ensuring it connects seamlessly with the core shopping journey.
As an expert practitioner and senior individual contributor, you will turn complex, ambiguous challenges into clear opportunities, compelling concepts, and high-quality experiences, guiding work from discovery through to delivery and continuous improvement.
Responsibilities:
- Setting the design vision for loyalty and customer engagement, aligning customer needs, brand direction, and business priorities across relevant product teams.
- Leading complex design challenges to create coherent experiences that help customers discover, understand, and use loyalty benefits.
- Shaping discovery with Product and UX Research, using evidence to challenge assumptions, identify opportunities, and evaluate solutions.
- Delivering hands-on design from journey maps and concepts through to prototypes and detailed interfaces.
- Translating long-term vision into achievable improvements alongside Product and Engineering, balancing customer value, technical constraints, and commercial priorities.
- Partnering with the brand's Design capability to evolve reusable design patterns and improve consistency across loyalty and shopping experiences.
- Aligning stakeholders and coordinating design work across teams through clear storytelling, facilitation, and explicit decisions on priorities and trade-offs.
- Mentoring designers, leading constructive critiques, and sharing learnings to strengthen design craft and practice.
- Using research and performance data to assess and improve benefit understanding, task completion, reward uptake, and engagement.
Essential skills/experience:
- Design Leadership: Proven experience leading design direction across multiple teams and complex initiatives within a large organisation.
- Expert Portfolio: Evidence of end-to-end product design craft, from early discovery and strategy to delivered interfaces and measurable outcomes.
- Technical Expertise: Deep knowledge of interaction/visual design for web and mobile, including systems and service design thinking.
- Inclusive Design: Practical expertise in utilising design systems and delivering accessible experiences.
- Stakeholder Alignment: Strong storytelling, facilitation, and influencing skills to balance customer, commercial, and technical needs.
- Mentorship: A proven track record of mentoring other designers and elevating design practice.
Desirable skills/experience:
- Domain Knowledge: Experience designing loyalty, rewards, membership, personalisation, or customer engagement propositions.
- Retail/Ecommerce: Experience in the retail sector, specifically connecting digital and in-store customer journeys.
- Data-Driven: Experience using behavioral data and experimentation to improve experiences.
- In-Store & Motion Design: Experience designing in-store digital products or using motion design to enhance interactions.
Benefits:
- Salary up to £80,000, depending on experience
- Hybrid working approach, with flexibility to work between the office and home
- Opportunity to work with a large, employee-owned business in the UK