UX and Service Design

UX 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 UX Manager (Experience & Service Design 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 and manage a team of Experience and Service Designers to create and design bold new customer propositions and seamless, customer-centred experiences and services across all omnichannel journeys and customer touchpoints.

You will define the strategy for the growth and application of user and customer centred design processes, defining the ‘playbook’ of approaches to design, ensuring John Lewis is consistently placing the customer at the centre of its design work.

An experienced proposition and service design practitioner, you will lead, guide and coach the team in design thinking, sprint and lean startup experimental approaches – to design, create and test prototype experiences. Using a ‘build, test and learn’ approach to nurturing integrated digital and physical experiences, you will be an advocate for design leadership across the organisation.

Through your Profession you will have the opportunity to develop and stretch personally and professionally to achieve your potential. The Partnership supports agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing.

The candidate

Significant experience in service design or experience design role(s)

Customer experience and service design for major new propositions and brands.

Led idea generation, proposition / service design project teams Marketing or experience / service design qualification.

Experienced in design thinking, agile projects, lean startup ‘test and learn’ experimentation

Demonstrated experience of successful go to market delivery experience, from MVP to launches at scale

DESIRABLE Qualifications or professional experience of behavioural psychology, marketing or digital design Digital experience or qualifications.

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.