Senior User Experience Researcher

About the role

The John Lewis Partnership is recruiting a Senior UX Researcher to work across Waitrose and John Lewis, reporting to the Digital Product Lead. You will lead research that shapes loyalty propositions and customer engagement experiences, helping teams understand what customers value and how loyalty fits into the core shopping journey across digital and physical touchpoints. The role takes ownership from early discovery through concept testing and continuous improvement, and is based at the Pimlico head office with hybrid working.

Key responsibilities

• Owning the research plan for loyalty and customer engagement across both brands and agreeing 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
• Delivering qualitative and quantitative research independently
• Combining research with behavioural data to influence product priorities and design decisions
• Working with each brand's Design and UX Research functions to share reusable insights and coach colleagues
• Communicating clear recommendations and tracking improvements in customer understanding and loyalty outcomes
• Embedding ethical, accessible and inclusive research practices for consent and data handling

Required profile

• 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
• 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 inclusive, accessible and ethical research
• Desirable: experience in loyalty, rewards, membership or personalisation; retail or ecommerce experience; experience across multiple brands or in a large organisation; experience mentoring others

What we offer

• Permanent position with a salary up to £60,000 depending on experience
• Hybrid working, around 2-3 days a week in the office
• Night premium of £5.25 per hour for work between 22:00 and 06:00
• Pension, life assurance and a generous holiday provision
• Up to £200 towards tutored courses, partner discounts at John Lewis and Waitrose, and clubs and societies