Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher

Company: John Lewis Partnership

Location: Bracknell Campus, Bracknell, England, United Kingdom

Job Type: Permanent

Category: User Experience Research / Product Research

Date Posted: September 10, 2025

Experience Level: 5-10 Years

🚀 Role Summary

• Drive customer-centric product development by conducting comprehensive UX research for Waitrose Online, informing strategy and design decisions.

• Collaborate closely with cross-functional product teams, designers, and stakeholders to integrate user insights throughout the entire product lifecycle, from discovery to prototype testing.

• Leverage a broad spectrum of research methodologies, including generative research, usability testing, and field studies, to uncover user needs and pain points within both digital and physical retail environments.

• Act as a user advocate, bringing deep understanding of end-users to product teams and contributing to the creation of useful, usable, and valuable customer experiences.

📝 Enhancement Note: While the provided title is "Senior UX Researcher," the core responsibilities and company focus (Waitrose Online) strongly suggest this role is integral to the Go-To-Market (GTM) strategy by ensuring customer-facing digital products meet user needs. The emphasis on "product domains" and "cross-disciplinary product teams" highlights a need for strong collaboration and understanding of the entire product development pipeline, which is critical for GTM success.

📈 Primary Responsibilities

• Proactively and reactively conduct UX research across various stages of the design thinking process to inform product design and development for Waitrose Online.

• Support specific product domains by bringing an understanding of end-users to product teams, ensuring user needs are central to decision-making.

• Collaborate with stakeholders, designers, and managers to craft research project strategies, utilizing a wide range of qualitative and quantitative research methods.

• Conduct discovery activities, generative research, prototype testing, and live field studies, including interviews, surveys, lab testing, and in-store observations.

• Spend ad hoc time in stores or fulfillment centers to observe experiences, shadow Partners, and gain a deep, empathetic understanding of the business and customer journey.

• Work with Partners across the eCommerce landscape to understand business functions, identify customer and Partner challenges, and support the development of innovative opportunities.

• Translate research findings into actionable insights and recommendations that directly influence product strategy and feature development.

📝 Enhancement Note: The responsibilities clearly indicate a role focused on user advocacy and informing product strategy. This aligns with GTM operations by ensuring the product offering is well-received and effective for the target audience. The requirement to observe in stores and fulfillment centers suggests a need to understand operational realities that impact customer experience, a key aspect of GTM success.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 5-10 years of progressive experience working within a dedicated user research function.

• Proven track record of successfully delivering on a wide range of research projects across various project lifecycle stages, with a strong emphasis on discovery and generative research.

Required Skills:

• Expertise in conducting user interviews and facilitating user sessions.

• Proficiency in diary studies and Jobs to be Done (JTBD) methodologies for understanding user behavior over time and context.

• Skilled in journey mapping to visualize and analyze customer interactions.

• Strong capability in usability testing, from planning and execution to analysis.

• Experience in survey creation, distribution, and rigorous data analysis.

• Competence in card sorting and competitor analysis to benchmark offerings and understand user mental models.

• Experience conducting experience walkthroughs to evaluate user flows.

• Proficiency in lab-based testing and practical experience with in-store testing environments.

Preferred Skills:

• Experience working with both digital interfaces (onscreen interactions) and physical environments or hardware.

• Experience managing multiple projects and timelines using project management tools like Jira and Confluence.

• Proficiency with collaboration and design software such as Miro and Figma for ideation and prototyping.

• Previous experience working within the grocery or retail sectors, bringing an understanding of the specific challenges and opportunities in these industries.

📝 Enhancement Note: The extensive list of required research methodologies and tools indicates a need for a highly skilled and adaptable researcher. The preference for retail experience and familiarity with physical environments suggests the role requires an understanding of the entire customer journey, which is crucial for GTM strategy execution in a retail context.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing a diverse range of UX research projects, highlighting your strategic approach to problem-solving and user advocacy.

• Include case studies that clearly articulate the research objectives, methodologies employed, and the impact of your findings on product design and business outcomes.

• Present examples of how you have translated complex user data into actionable insights that drove measurable improvements in user experience and business metrics.

Process Documentation:

• Provide evidence of your ability to document research plans, methodologies, and findings in a clear, concise, and shareable format.

• Illustrate your process for integrating research insights into product development workflows, including collaboration with design and engineering teams.

• Detail your approach to iterative research, demonstrating how feedback loops are established and utilized to refine product solutions.

• Showcase your ability to communicate research outcomes effectively to various stakeholders, including product managers, designers, and leadership.

📝 Enhancement Note: For a Senior UX Researcher role, particularly one influencing product development in a large organization like John Lewis Partnership, a robust portfolio is essential. It should not only showcase research skills but also the ability to impact product strategy and user adoption, which are core to GTM. Highlighting process documentation and integration into workflows demonstrates operational maturity.

💵 Compensation & Benefits

Salary Range:

• £50,000 - £65,000 per annum, depending on experience.

Benefits:

• Hybrid working model with up to two days per week in the Bracknell office, offering a balance between remote flexibility and in-person collaboration.

• Potential for additional Night Premium (£5.00 per hour) for time worked between 22:00 - 06:00, if enrolled in Enhanced Hours Premium arrangements.

• Access to a structured career development path within the John Lewis Partnership, with opportunities for learning and growth.

• Partner discounts across John Lewis and Waitrose brands, offering tangible financial benefits.

• Pension scheme contributions and life assurance.

• Contributory share incentive plan (SIP) and Partnership Bonus, reflecting the employee-owned nature of the business.

Working Hours:

• 35 hours per week.

• The role is described as hybrid, indicating flexibility in how the working week is structured, balancing remote work with required office days.

📝 Enhancement Note: The salary range is competitive for a Senior UX Researcher in the UK. The benefits package reflects the employee-owned structure and offers a comprehensive suite of perks beyond standard offerings, which can be a significant draw for operations professionals seeking stability and a positive work environment. The hybrid nature of the work arrangement is a key consideration for work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Grocery and Department Store)

Company Size: Large (John Lewis Partnership is one of the UK's largest retailers, employing tens of thousands of Partners). This scale implies complex operations, significant data volumes, and opportunities for broad impact.

Founded: 1929 (John Lewis Partnership). This long history signifies a stable, established organization with a strong heritage and a unique employee-owned model.

Team Structure:

• The Senior UX Researcher will be part of the Product Design and Research team within Waitrose Online.

• This team likely operates within a larger Product or Digital division, collaborating closely with Product Managers, Designers, Engineers, and other GTM functions.

Methodology:

• Emphasis on a user-centric approach, driven by qualitative and quantitative research to inform product strategy and design.

• Adoption of agile methodologies, with research integrated throughout the product development lifecycle.

• A culture that values data-driven decision-making and continuous improvement through iterative testing and feedback.

• Likely utilizes a mix of remote collaboration tools and in-person interaction for research and team alignment.

Company Website: https://www.johnlewispartnership.co.uk/

📝 Enhancement Note: The employee-owned structure is a defining characteristic of the John Lewis Partnership, fostering a unique culture of shared responsibility and commitment. For an operations professional, this often translates to a more engaged workforce and a focus on long-term sustainability and customer welfare. Understanding this culture is key to aligning with the organization's values.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

• The Senior UX Researcher will report to a UX Research Manager. This structure provides guidance and mentorship while allowing for independent project execution.

Operations Impact:

• The role's impact on operations is significant, as user research directly informs the usability, desirability, and effectiveness of customer-facing digital platforms.

• By ensuring Waitrose Online offers a seamless and valuable customer experience, this research contributes to customer acquisition, retention, and overall satisfaction, which are critical KPIs for GTM success.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or emerging areas within UX research.

• Leadership: Progress to a UX Research Manager role, leading teams and setting research strategy.

• Cross-Functional Development: Gain experience in product management or design by working closely with these disciplines.

• Domain Expertise: Develop deep knowledge of the grocery and retail sectors, becoming a subject matter expert.

• Mentorship: Opportunities to mentor junior researchers and contribute to the growth of the research practice within the organization.

📝 Enhancement Note: The "Senior" title and "Partnership Level 7" designation suggest a significant level of responsibility and autonomy. Growth opportunities are likely tied to both deepening research expertise and potentially moving into management or broader product strategy roles, offering a clear career trajectory within the operations and product development sphere.

🌐 Work Environment

Office Type:

• Hybrid working model, with a primary split between working from home and the Bracknell office. The team aims for no more than two days per week in the office.

Office Location(s):

• Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA.

Workspace Context:

• The workspace is designed to foster collaboration between product teams, including researchers, designers, and product managers.

• Access to research labs and potentially in-store testing environments will be part of the work setting.

• The hybrid model necessitates effective remote collaboration tools and practices.

Work Schedule:

• Standard working hours are 35 per week.

• The hybrid arrangement allows for some flexibility in structuring the work week, balancing personal needs with team and project requirements.

📝 Enhancement Note: The hybrid model is a significant aspect of the work environment, offering flexibility. The need for occasional travel to various locations underscores the dynamic nature of the role and the importance of adaptability in research settings, which is common in operations roles that require on-the-ground understanding.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a call with a recruiter or hiring manager to assess basic qualifications, experience, and cultural fit.

• Technical Interview/Portfolio Review: A deep dive into your UX research experience, methodologies, and past projects. This is where your portfolio will be critical. Expect questions about your approach to specific research challenges, how you handle difficult stakeholders, and how you measure the impact of your research.

• Team/Stakeholder Interviews: Meetings with members of the product team, designers, and potentially product managers to evaluate collaborative skills and how you integrate research into product development workflows.

• Final Interview: May involve a senior leader or the UX Research Manager to discuss strategic fit, career aspirations, and overall suitability for the role and the John Lewis Partnership.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best demonstrate your senior-level capabilities, research breadth (discovery to evaluative), and impact.

• Focus on Impact & Process: For each project, clearly articulate the problem, your role, the research methods used, key findings, and—most importantly—the tangible impact your research had on the product or business. Quantify results where possible (e.g., "reduced task completion time by X%," "increased conversion by Y%").

• Showcase Problem-Solving: Highlight how you approached complex research challenges, adapted methodologies, and navigated constraints.

• Demonstrate Collaboration: Include examples of how you partnered with cross-functional teams (design, product, engineering) and communicated insights effectively.

• Prepare for Questions: Be ready to discuss your reasoning behind methodological choices, how you synthesized data, and how you advocate for users within a team.

Challenge Preparation:

• You may be asked to complete a short take-home research exercise or a live case study presentation.

• If a take-home is provided, treat it as a real project: define clear objectives, outline your proposed methodology, and present your findings and recommendations concisely.

• For presentations, focus on clear communication, logical flow, and demonstrating your ability to think critically and strategically about user problems within a retail context. Be prepared to defend your approach and insights.

📝 Enhancement Note: The interview process for a senior role will heavily scrutinize your ability to not just perform research but to strategically apply it and drive business outcomes. A well-prepared, impactful portfolio is non-negotiable and will be the cornerstone of your application.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Dscout, UserTesting.com, Lookback (for remote usability testing, diary studies, interviews).

• Survey Tools: SurveyMonkey, Qualtrics (for survey creation and analysis).

• Collaboration & Design Software: Miro, Figma (for brainstorming, journey mapping, wireframing, prototyping, and sharing research insights visually).

• Project Management: Jira, Confluence (for managing research projects, documenting findings, and team collaboration).

Analytics & Reporting:

• Familiarity with web analytics tools (e.g., Google Analytics, Adobe Analytics) to contextualize user behavior data.

• Proficiency in data analysis tools (e.g., Excel, SPSS, R) for quantitative survey data.

CRM & Automation:

• While not a direct CRM role, understanding how customer data is managed and utilized within CRM systems (like Salesforce, though not explicitly mentioned) can provide valuable context for research.

• Familiarity with marketing automation platforms could also be beneficial for understanding customer communication touchpoints.

📝 Enhancement Note: Proficiency with a range of UX research tools is essential. The mention of collaboration and design software like Miro and Figma indicates a need for strong visual communication and integration with the design process, which is a key aspect of GTM product refinement. Familiarity with project management tools is also critical for operational efficiency.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of customers, placing them at the heart of all product and operational decisions.

• Collaboration: Working effectively across diverse teams (product, design, engineering, marketing) to achieve shared goals and deliver integrated customer experiences.

• Innovation: Encouraging new ideas and approaches to problem-solving, particularly those that enhance user experience and business efficiency.

• Data-Driven Decision Making: Relying on research and analytics to inform strategy and validate hypotheses, ensuring evidence-based outcomes.

• Continuous Improvement: A mindset focused on learning from research, iterating on designs, and optimizing processes for better results.

Collaboration Style:

• Cross-functional Integration: Expected to be an active participant in product team rituals, providing user insights regularly.

• Open Communication: Encouraging transparent sharing of research plans, findings, and challenges.

• Partnership Ethos: Reflecting the John Lewis Partnership's values of mutual respect, shared responsibility, and collective success.

• Feedback Culture: Openness to constructive feedback on research approaches and findings, and providing feedback to collaborators.

📝 Enhancement Note: The emphasis on customer centricity, collaboration, and data-driven decisions aligns perfectly with the core tenets of effective GTM operations. Understanding and embodying these values will be crucial for success in this role and for contributing positively to the John Lewis Partnership culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Needs: Effectively synthesizing and prioritizing insights from various user segments and stakeholder requirements within a large organization.

• Pace of Retail: Adapting research timelines and methodologies to meet the fast-paced demands of the retail industry and digital product development cycles.

• Integrating Physical & Digital: Bridging research insights between the online customer experience and the physical retail environment to create a cohesive omnichannel journey.

• Advocating for Research: Continuously demonstrating the value and impact of UX research to stakeholders, ensuring it remains a core part of the product development process.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge research methodologies.

• Industry Exposure: Gain deep insights into the retail and grocery sectors, understanding unique customer behaviors and market dynamics.

• Cross-Functional Learning: Develop a broader understanding of product management, UX design, and business strategy through close collaboration.

• Mentorship: Learn from experienced UX Research Managers and senior leaders within the Partnership.

• Professional Development: Potential for attending industry conferences, workshops, and pursuing certifications relevant to UX research and product development.

📝 Enhancement Note: The challenges presented are typical of senior roles in dynamic industries, offering significant opportunities for professional growth and skill development. The chance to work on omnichannel experiences is particularly valuable in the retail sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a product roadmap based on your research findings. What was your approach, and what was the outcome?" Prepare a STAR (Situation, Task, Action, Result) response focusing on your ability to translate insights into actionable product strategy, highlighting stakeholder management and persuasive communication.

• "How do you decide which research methodology is most appropriate for a given project? Walk us through your thought process." Be ready to discuss trade-offs, project goals, resource constraints, and how you balance qualitative and quantitative approaches. Mention specific examples from your portfolio.

Company & Culture Questions:

• "What interests you about John Lewis Partnership and Waitrose Online specifically?" Research the company's mission, values, recent initiatives, and the unique employee-owned model. Connect your interest to their commitment to customer experience and innovation.

• "How do you see your role contributing to the Waitrose Online product vision?" Demonstrate an understanding of their business goals and how user research directly supports achieving those goals through better customer experiences.

Portfolio Presentation Strategy:

• Storytelling: Structure each case study as a compelling narrative. Start with the business/user problem, explain your research journey, reveal key insights, and conclude with the impact and learnings.

• Visuals: Use clear, concise visuals (e.g., personas, journey maps, key quote highlights, usability test findings summaries) to illustrate your points. Ensure your portfolio is easily navigable.

• Conciseness: Be mindful of time. Practice delivering your portfolio walkthrough efficiently, focusing on the most critical aspects of each project.

• Authenticity: Be prepared to discuss your personal contributions and the rationale behind your decisions throughout each project.

📝 Enhancement Note: Preparing specific examples that align with the retail context and demonstrate strategic impact will be crucial. Understanding the Partnership's unique culture and values will also be key to demonstrating a strong cultural fit.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your application directly through the John Lewis Partnership careers portal via the provided URL.

• Tailor Your Resume: Quantify your achievements and highlight experience with the specific research methodologies and tools mentioned in the job description (e.g., "Led 15+ generative research projects," "Reduced usability issues by 25% through iterative testing"). Ensure keywords like "UX Research," "User Interviews," "Usability Testing," "Journey Mapping," and "Dscout/UserTesting" are prominent.

• Prepare Your Portfolio: Curate a selection of your best work that showcases your senior-level expertise, research impact, and collaborative abilities. Ensure it is polished, well-organized, and ready to be shared during the interview process.

• Research the Partnership: Familiarize yourself with John Lewis Partnership's brands (John Lewis, Waitrose), their history, values, and recent strategic initiatives, particularly in the digital and customer experience space. Understand the significance of the employee-owned model.

• Practice your "Why": Be ready to articulate why you are interested in this specific role at John Lewis Partnership and how your skills and career aspirations align with their mission and the opportunities presented.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.