Internally known as 'Experience Researcher'
What’s the role about?
User Experience Researchers at John Lewis & Partners play an integral part in creating products and services that our customers love, to help deliver profitable growth.
Thanks to a long-game strategy focusing on reinvention and differentiation, we're investing heavily in people to strengthen our proposition in a fast-changing retail market.
The Experience Research Team is a group of Partners responsible for and dedicated to gaining a deep understanding of our customers, their needs and behaviours. The team uses insights to shape future services, help product teams innovate and ultimately make the right decisions to remain customer-centric across the whole business.
Because we’re committed to putting customers first, we’ve invested in two in-house labs to support an ever-growing research practice. We’re looking for senior-level User Experience Researchers to join us in London, who are passionate about driving change through research and demonstrate expertise in a range of methodologies.
Why do our Experience Researchers love working for us?
As a team of Researchers and co-owners of our business, we're curious, engaged, highly skilled, commercially minded, collaborative and empowered to make an impact.
“...the variety of projects and supportive team make it a great place to work”
“ ...ample opportunities to discuss different methodologies, approaches to analysis and so on...”
“ . ..one of the best things is being part of a team of experienced, fun, supportive researchers.”
“... plenty of chances to learn and hone your research skills ! “
What you’ll be doing as an Experience Researcher:
As a key member of a buzzing research practice, you’ll be responsible for:
● Conducting a range of qualitative research from discovery/generative to evaluative usability. Working across digital and non-digital contexts, in the lab and in our stores.
● Running formative and summative user research activities including exploratory methods, interviews, ethnographic studies, diary studies, surveys, mental modelling, card sorting, etc.
● Planning and running the user research process, driving integration of user centred methods within diverse, multidisciplinary Agile product teams. Fostering a culture of team involvement in user research, analysis, design rationale and decision making based on user needs.
● Determining measurable and actionable user experience metrics for various digital products.
● Taking responsibility for collating and presenting research findings in a concise, compelling way. Ensuring research is providing actionable recommendations and taking a stake in the implementation or outcome.
● Identifying experiences that are digitally excluding and using your technical experience and knowledge of accessibility to drive change and adoption of best practices.
● Building close working relationships across the business. Being a confident, objective voice of our customers. Relentlessly chasing needs-based innovation.
● Working extensively with Digital Product Owners to help them understand customer behaviour and usage patterns, as well as anticipate interaction issues.
What you’ll have
● Advanced level of experience specialising in user experience research and an extensive experience of a broad range of user research, user centred design and delivery practices.
● Experience at managing all stages of the research process independently. Excellent research planning, project and time management skills, with ability to work on your own initiative and in a team.
● Proven experience planning and conducting contextual research, field work, ethnography, survey design and co-creation workshops.
● Experience of running lab-based and remote, moderated and unmoderated studies and ability to demonstrate excellent interviewing, facilitating and moderation skills.
● Excellent stakeholder engagement skills – collaborating, relationship-building, communicating and developing understanding and support of user-centred design.
● Proven experience of working effectively in an agile development environment with internal and external agency designers and developers and product managers.
● The ability to understand complex problems a team is trying to solve and plan user research activities to inform decision-making and action.
● Expert at identifying and using appropriate analysis and synthesis techniques and approaches. Excellent analytical and problem-solving skills, and the ability to develop recommendations quickly, based on quantitative and qualitative evidence.
● Extensive experience at presenting actionable recommendations to a variety of stakeholders within cross-functional teams.
● Ability to explain, justify or defend your research methods and results with confidence. Experience of advocating for user research and engaging sceptical colleagues and stakeholders.
What else can you bring
● Degree in Human-Computer Interaction, Human Factors, Behavioural Psychology or related field, or equivalent commercial experience.
● Fascination with people. You should be personable, highly empathic and able to connect with customers on a one-to-one basis, either remotely in the lab, in stores or in their homes.
● Experience of user research for ecommerce and/or online retail.
● Demonstrable technical understanding of the technologies used to build and operate digital services.
● Experience working within product teams as a customer advocate & feedback channel.
● Experience in research for assisted digital and accessibility.
● As a business we encourage flexible working. We have a number of different ways to work flexibly, so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, examples of how our Partners already work flexibly include part-time, job share, home working and compressed hours. Head office areas also support a blended working approach.
● We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early
We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here - https://www.jlpjobs.com/about/diversityandinclusion/