Senior UX Researcher - Store

As a UX Researcher at the UK's second biggest employer, you will play a crucial role in improving experiences that help our colleagues work better and enhance our customer experience.

You will champion the needs of store colleagues who work in store, both from the front‑end perspective on the shop floor and from the back‑end in warehouses and distribution centres. Your work will involve identifying and solving user experience challenges, driving organisational changes and improving customer experience.

You will work with a multidisciplinary team of UX designers, product managers, data analysts, and engineers, and partner with design managers and the UX Research manager.

• Own and lead UX research with the support of the UX Research Manager when needed.
• Make it easier for colleagues to perform their day‑to‑day jobs.
• Understand the processes in place across distribution and fulfilment centres.
• Identify user needs and jobs to be done, spot opportunities, and deliver actionable insights that guide the development of compelling user‑centred experiences and digital products.
• Scope, plan, and complete (mainly qualitative) research throughout the design and development lifecycle, from early strategic direction through post‑release validation.
• Support project teams in balancing business and user needs, and craft the user experience vision.
• Synthesise and communicate insights from research with clarity and efficiency to a broad range of collaborators.
• Partner with cross‑functional teams to ensure research insights are incorporated into product design strategy to drive measurable outcomes.
• Support the Product and Design teams in establishing successful user‑centred processes and ways of working.
• Share research expertise and knowledge with others and encourage the wider team to actively participate in UX research, improving organisational capability and challenging team thinking.

• A university degree or equivalent experience in HCI, a related field, or equivalent years of professional experience.
• Expert‑level knowledge in UX research with proven experience working as a UX researcher on digital products, especially in discovery and strategic research.
• Talent for storytelling, with excellent communication, presentation, and interpersonal skills, and the ability to communicate complex concepts clearly across different audiences and seniority levels.
• Proven track record of research work impacting design and product strategy and delivering measurable outcomes.
• Extensive knowledge and hands‑on experience of qualitative and quantitative research methods such as user interviews, user profiles, journey mapping, usability testing, surveys, card sorting, tree testing, and competitor analysis.
• Ability to work closely with designers, product managers, developers, and analysts.
• Experience working in an agile product development environment and applying lean UX research methods is an advantage.
• Experience working in fulfilment and distribution centres is an advance.

Our vision is to become every customer's favourite way to shop, whether at home or on the move. We serve our customers, communities and planet a little better every day. We celebrate diversity, value differences, and provide an inclusive workplace where all colleagues have equal opportunities.

We offer diverse full‑time and part‑time working patterns and a hybrid working model that combines office and remote work.