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User Research Manager

John Lewis Partnership

Zebra People have been exclusively retained to support John Lewis & Partners on their vast hiring plans on what’s set to be one of the largest retail digital transformations in the UK at the moment.

If you’re an experienced User Research Manager (User Research & Measurement Lead) and want to be a part of this then apply below.

The client

Extremely exciting time to join them as they undertake a new ‘Partnership Plan’ which will see the expansion of digital, virtual and delivery services to get close to customers, reaching a profit of £400m by year 5.

They have a pledge to recruit young people coming out of the care system and have major commitments on cutting waste and net-zero carbon.

Being a Partnership for positive change, JLP is improving lives and building a more sustainable future. John Lewis is now a 60% online retailer and Waitrose has upped its online capacity for delivery to over 190,000 weekly slots.

The role

You will lead the identification and response to key issues in customer experience at John Lewis. You will be accountable for setting the customer experience priorities John Lewis and the CX team should focus on, deriving insights and driving action which will balance commercial and customer benefit to overall benefit the customer experience at John Lewis.

Your ability to bring effective teams together, tenacity and drive to improve the customer experience will be critical to success in this role.

You will lead a team of Experience Researchers, who are vital to the discovery stages for new customer propositions and in developing new propositions. You will be comfortable working with agile with experience in working in lean start-up experimental approaches.

Your team is a vital enabler to the effective delivery of high quality customer experience at John Lewis. They have accountability for understanding the performance of customer journeys today, the successful implementation of the service standards that the brand must deliver against and the coordinating of an effective response, ensuring that the focus of the business and the team are aligned to the highest priority experience improvements.

The candidate

You will be critical in driving the customer experience principles and services standards across the organisation, influencing their adoption and cementing their importance, focusing particularly on customer facing teams.

You will oversee the development of a Customer Journey Management framework to measure if we’re delivering the best experience for customers, at the touchpoints we’ve prioritised matter most for our brand – and promoting the use and understanding of this framework around the business, so that Partners are empowered to deliver and measure brilliant experiences.

You will have the voice of the customer at the heart of everything you do. Your role will help John Lewis innovate, for example how do they improve their click and collect experience, how do they get delivery times down from 1 day to 3 hours etc. You will lead your team to spot patterns, measure successes and seek out opportunities in the market place. You will know look at what competitors are doing and input that into John Lewis.

This is a hybrid working role offering a flexible working from home and office balance. Currently the position is fully remote.

We welcome those with alternative identities, backgrounds, and experiences. Our team includes parents, the self-taught, the university-educated, and people of a wide variety of nationalities, ages, and socio-economic backgrounds.

Obviously, we’re looking to ensure it’s a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day for work.

We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences to apply to be part of life at Zebra People. We are committed to a fair and accessible recruitment process for all candidates. We would be happy to meet any accommodation requests during the application or interview process, please just let us know.