Marks and Spencer

Senior UX Researcher

London, England
Posted on:
May 25, 2022

There has never been a more exciting time to join our Digital & Data team. Why? Because we on a journey that will fundamentally change our business and how our customers shop with us both today – and in the future. Our digital products reach millions of customers each month who shop and engage with us. Partnering with commercial and technology teams, we tackle complicated problems to innovate and build value for customers. If you thrive in ambiguity, enjoy being part of a problem-solving team, and are excited by changes that can improve experiences of colleagues and customers, join us! You'll work from problem definition stage, using the appropriate qualitative or quantitative research and discovery methods, through to evaluation of interfaces and interactions for digital products and services, at a global scale. The role fosters insights to formulate and prioritise delivery goals in a timely and iterative manner to support an agile cadence. The role stays abreast of trends and changes in the industry, to bring innovation and new thinking to this challenge. The role is both strategic and hands-on. Through facilitation and effective communication skill, as a multi-discipline team, the Senior UX Researcher ensures a research-based human-centric approach is taken and is the voice and ambassador of the end-user - be it customer or colleague.

Key responsibilities

  • Strong advocate of User Experience Research and shares the value of a human-centric approach across M&S, with product teams through to senior management.
  • Implement user research throughout the design and development cycle using appropriate techniques according to the stage of development.
  • Assemble research requirements, plan kick off meetings, work within budget / timeline, devise approach to the research, draft research plans, write the discussion guides, conduct research sessions, analysis, synthesis, and reporting.
  • Have a detailed understanding of our customer segments and personas - their behaviours, motivations, shopping habits, needs, demographics.
  • Communicate and weave knowledge of our customers through projects by crafting personas, customer journey maps and to help inform the business who our customers are and how they shop.
  • Recruitment of customers through various channels (Panel, Social Media, Internal) and directly with recruitment agency.
  • Maintain a repository of research insights for the business to access.
  • Analyse and synthesis findings into concrete insights for teams, considering the different teams’ need to see information pertinent to them, and communicate this clearly.
  • Transfer key takeaways into impactful UX recommendations, user stories, personas, journey maps, UX design changes, user flows/needs and use case scenarios. Able to clearly articulate findings to teams across the business.
  • Facilitation of workshops to explain the outputs and insights from the research and their impact – providing.
  • Commissioning larger projects with 3rd party agencies, writing a brief (RFP), procurement of agencies, facilitating.
  • Confident collaborating with other Researchers, Product Designers, Product Managers, and technical teams as required to ensure objectives are clearly defined, understood etc, and advise on the appropriate research method(s).
  • Show an appreciation for and understanding of UI design principles and use these to communicate research findings. Good to have - Wireframe ideas using tools such as Sketch or prototyping tools.

Key skills

  • Validated knowledge of qualitative and quantitative research design and methodology.
  • Appreciation of data analytics and the principles of experiment design (A/B testing, MVT).
  • Knowledge of UX design and familiar with common UX principles and guidelines.
  • Authority in designing, planning, conducting, analysing research studies across all product development stages.
  • Confident applying a range of research methodologies (online and in person) ethnography /contextual research/ depth interviews/ usability / focus groups / workshop facilitation / surveys / card Sorting /tree testing.
  • Engaging business partners to kick off research projects, assess requirements and advise appropriate research technique and why
  • Designing research by crafting clear objectives and hypothesis, writing discussion guides, and working with designers to ensure prototypes/test materials are useable.
  • Work collaboratively with recruitment agencies, define screeners and ensure participants represent target group. Use of Personas or customer profiling to support appropriate recruitment for the research objective.
  • Knowledge of GDPR for UX Research activities.
  • Familiar with lab set up and management of lab and online technology for research (e.g., Lookback, UserTesting, UserZoom, Morae).
  • Knowledge of accessibility and evaluation of user collaboration with for access needs.
  • Clear communication to ensure the customer's voice is coordinated into the web and mobile experience.
  • Solid project management skills and record of accomplishment in delivery.

M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch either by phone on 0345 300 3725 or by email so we can make alternative arrangements for you.

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