Lead UX Design Researcer

Hours: 36

Salary: £0 - £0

Location: London

United Kingdom

Apply by: 31/03/2019

Lead UX Design Researcer


About the role

Our mission is to be the most helpful we can be to each customer shopping in our stores and to our colleagues who serve them. Meeting their needs through identifying and designing useful and frictionless user experiences, across our physical store estate and enterprise capabilities. Taking the effort out of shopping In Store, making it simple and more enjoyable to shop with Tesco. Focused on solving the ‘right’ problems in the best way to deliver end to end experiences that our millions of Customers and Colleagues love and value, earning their trust and loyalty.

The User Experience Design team within Technology Product Group, is a customer obsessed, data informed, and insight driven multi-disciplinary team of talented and passionate UX Researchers, UX and UI Designers. Working on portfolio of products focused on, but not limited to, the In Store Tesco shopping experience across digital touchpoints. For example, scan as you shop, self-service checkouts, main bank checkouts, service areas, shelf edge screens, colleague devices and service screens etc. Helping to push the boundaries of how we deliver the best retail digital experiences and customer service in our physical store environments. That delivers value to the business and our customers and colleagues.   

Applying User Centred Design methods to problem solving throughout the product lifecycle. Collaborating closely with Product Managers, Engineers, Stakeholders, Global Insight teams and wider design teams. Understanding, championing and building empathy for customers and colleagues evolving needs, expectations, motivations and behaviours. Providing the Research and Design to identify user needs, opportunities, evaluate and validate hypothesis and our design solutions. Delivering evidence based experiences that are customer centric and support a coherent and compelling brand experience Working in an agile way, using a dual track product discovery and delivery approach to product development. 

You will be responsible for

Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role’s key responsibilities:

  • Lead the UX research, inform and inspire the customer experiences we create across our store shopping product portfolios at Tesco. From early strategic direction to post release validation and in the context of the end to end customer experience.  Ensuring the user experiences, we create are user needs driven, valuable and frictionless for our customers and colleagues.
  • Working closely with the Head of User Experience Design, researchers, designers, analytics, global insights teams and product leadership to identify and deliver through research new opportunities where digital products can innovatively serve our customers and colleagues in store shopping needs. Driving the advancement of best practices in UX research by knowledge sharing, insights and refined process.
  • You are a customer champion, lead and build empathy for users across the organisation. Helping all members of our product teams and stakeholders, at all levels, to understand the needs, stated and unstated, of our customers shopping In Store and of our colleagues who serve them. Working as part of product teams and collaborating closely with teams across the business, working in an agile way.
  • You’ll do this by identifying, prioritising, conducting and managing primary research, exploring the needs, motivations and behaviours of users through the most appropriate method, such as journey mapping, service blueprinting, diary studies, contextual enquiry, mental models, concept testing, heuristic evaluation, co-creation session, task flow analysis, IA definition, benchmarking, usability and accessibility testing, data analysis, persona development, surveys etc. Helping teams to deeply understand user problems we need to solve and validate if we’re solving them in the best way, ensuring accessibility needs are met.
  • Analysing, synthesizing and translating primary and secondary research and data in to meaningful and actionable insights and user experience recommendations.  That you’ll share in a compelling way, to drive optimisation of the user experience across our digital touchpoints of the in store customer and colleague experience.
  • This role will best suit an individual who enjoys working as part of a team, is a self-starter, well organized, pragmatic and a lateral thinker with a truly inquisitive and empathetic mind. Who is motivated to make change for the better and, most importantly, puts our customers and colleagues first.
  • Coaching and mentoring other UX researchers and members of the design and product teams for research. Is responsible for the quality of research delivered across the store experience product portfolios.
  • Reports to the Head of User Experience Design.

You will need

  •    Extensive hands on experience of leading, scoping, designing, conducting and contributing to a wide variety of user research and testing across digital touchpoints within the context of a multi-channel journey. Lab studies, remote and field based research, including usability research, remote user studies, ethnography, benchmark studies, persona development and other forms of domain, formative and evaluative research for hardware and software systems.
  • Strong experience and understanding of strengths and shortcomings of different research methods, including when and how to apply them.
  • Highly skilled in analysing, synthesizing, interpreting and shaping research findings into meaningful and clear actionable insights at pace. Working closely with designers, product managers, engineers, analysts and stakeholders on recommendations and opportunities to improve the experience.
  • Great collaboration skills and experience, working cross functionally with designers, product managers, engineers, other researchers, analytics, wider design and business teams to solve problems and to prioritize user experience research.
  • Excellent communicator, both oral and written, with proven ability to influence broadly. Confidently bringing user experience insights and recommendations to life in a clear, concise and compelling way at pace.
  • Proven ability working in a fast paced, Product based retail multi-channel experience environment. In an agile way using a product discovery and delivery approach to product development. Some service design experience is key.
  • Experienced in identifying research opportunities by understanding, prioritising and incorporating complex technical and business requirements into user experience design research.
  • MA/MSc in Human Computer Interaction, Cognitive Psychology, Experimental Psychology or similar is desirable. With 4+ years’ experience as a practitioner in User Experience Design Research.



  • Friendly, flexible with ability to plan and organise, responsiveness, creativity, self-starter
  • Able to build solid working relationships with peers and senior leadership
  • Ability to demonstrate strong written, verbal communication and presentation skills to all levels of seniority and disciplines within the organisation.

About us

Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world. We want our customers to be inspired and whatever they are looking for, we’re finding bigger and better ways to provide it.

Everything is underpinned by our continuous drive for the best tools and technology to deliver our vision. We’re driving innovation and transforming our Technology to become the world’s leading e-commerce business.

We need people who share our ambition to deliver for our customers; Passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package, and significant career development opportunities.

Joining us means playing a part in defining; building and launching an ambitious roadmap of digital products that could affect the lives of millions of people over the years to come. If that sounds exciting, then we'd love to hear from you.

The position will be based in Farringdon campus while regular travel to our campus in Welwyn garden city, London.

What’s in it for you

  • We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to:
  • Career development framework training
  • An annual bonus scheme which you can achieve up to 3.5% of base salary.
  • Privilege card (including a 2nd card for a family member) after 6 months’ service with 10% off most purchases at Tesco.
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme
  • Save As You Earn Scheme
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses

Application process

Our office application process varies depending on the role and the level of experience needed.

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