About the role
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.
Role details
Salary: Up to £60,000, depending on experience.
Contract type: Permanent.
Location: London, Pimlico Head Office.
Working pattern: Hybrid. You can work flexibly between the office and home based on business needs. The team aims to spend around two to three days a week in the office to connect, plus attend key meetings as needed.
Night premium
In addition to contractual pay, any time worked between 22:00 and 06:00 attracts Night Premium at £5.25 per hour.
This also applies to existing Partners enrolled in Enhanced Hours Premium arrangements.
Key responsibilities
Own the research plan for loyalty and customer engagement across both brands, agreeing priorities with stakeholders.
Lead discovery into customer behaviours and needs to strengthen loyalty propositions.
Evaluate concepts and live experiences to understand how customers engage with benefits, rewards and personalisation.
Independently deliver qualitative and quantitative research with customers and Partners.
Combine research with behavioural data and customer insight to influence product priorities and design decisions.
Work alongside each brand’s Design and UX Research functions to maintain standards, share reusable insights and coach colleagues.
Communicate clear recommendations and track how research improves customer understanding, engagement and loyalty outcomes.
Embed ethical, accessible and inclusive research practices for consent and data handling.
Essential skills and experience
Research leadership: Proven experience independently leading UX research and influencing product strategy and design decisions.
Methodology expertise: Strong qualitative and quantitative research skills, with sound judgement in method selection, analysis and interpretation across different project lifecycles.
Commercial awareness: The ability to navigate ambiguity, understand complete customer journeys and connect customer needs with business outcomes.
Stakeholder alignment: Strong communication and influencing skills to align senior audiences and multiple teams.
Inclusive research: Practical knowledge of delivering inclusive, accessible and ethical research.
Desirable skills and experience
Domain knowledge: Experience in loyalty, rewards, membership, personalisation or customer engagement.
Retail and ecommerce: Experience in retail spanning digital and in-store customer journeys.
Scale: Experience working across multiple brands or within a large, complex organisation.
Mentorship: Experience coaching others and elevating research practice.
The Partnership
We are the largest employee-owned business in the UK and home to our cherished brands, John Lewis and Waitrose. We are not just employees: we are Partners, driven by our purpose to build a happier world. As we look to the future, there has never been a more exciting time to join us.
We are ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify: Never Knowingly Undersold on price, quality and service at John Lewis, and passionately serving food lovers at Waitrose.
As Partners, we share responsibility for ownership and its rewards. We use our voices to contribute to our success, working together through good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
We all own making the Partnership somewhere we belong: embracing our differences and creating an environment where we are free to be ourselves and thrive. Growing individually and collectively.
As Partners, we make all the difference. We all own it.
Important points to note
Some roles are subject to pre-employment vetting, which may include DBS checks for successful candidates. If required, you will be informed during the recruitment process. Please complete any vetting documents promptly to avoid delays. DBS checks will be carried out by a third-party registered body, and financial probity checks may also be required for some roles.
We may close vacancies early if we receive a high volume of applications, so we recommend applying early. If you need a reasonable adjustment due to a disability and require more time to complete your application, please contact us as soon as possible.
We support flexible working, including flexible or compressed hours, job sharing and shorter-hour contracts where possible. Please discuss this with the hiring manager during your interview.
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