Senior UX Researcher

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Job Description

What's in it for you
Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing outstanding quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special...

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to improve your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

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What you'll do

• Be a strong advocate of User Experience Research and evidence-based decision-making, promoting the value of a human-centric approach across M&S, from product teams through to senior management.
• Lead research projects: assemble research requirements, plan kick-off meetings, work within budget/timeline, devise research approaches, draft research plans, write discussion guides, and conduct research sessions.
• Analyse and synthesise findings into concrete insights, considering the needs of different team members, and communicate these insights with impact.
• You can interpret data analytics to build a rich picture of user behaviour, and are familiar with experiment design principles (A/B testing, MVT).
• Build a deep understanding of our colleagues and communicate this across product teams in the most appropriate way.
• Mentor and upskill team members, providing training and support to cultivate a culture of learning and high performance.
• Collaborate confidently with other Researchers, Product Designers, Product Managers, and technical teams, showing flexibility and adaptability when working with different people.
• Commission work from our partner agencies and manage them from kick-off through to final deliverables, keeping an eye on quality, budget, and timings.
• Planning ahead to be in the right place at the right time, whether that is in-store working with at colleagues, at the office collaborating with your fellow researchers and understanding support centre colleagues, or working remotely to focus.

Who you are

• You bring an infectious passion and curiosity to work with you every day, and this drives you to both understand your users and share your discoveries far and wide.
• Hands-on experience in qualitative research design and methodology is second nature. Quantitative experience is a bonus. You can set clear objectives and hypotheses, write discussion guides, and collaborate with designers to ensure prototypes/test materials are optimised.
• Skilled at engaging colleagues from all teams to kick off research projects, assess requirements, and advise appropriate research approaches with clear rationale. You are seen as the expert in your field.
• Confident in applying a range of research methodologies (online and in-person), including ethnography, contextual research, depth interviews, usability testing, focus groups, workshop facilitation, surveys, card sorting, and tree testing.
• You don't shy away from foggy problems or working in areas with lower UX maturity - instead it feels good to solve these and be part of the growth.
• You are committed to capturing and using user data in a respectful, ethical and legal way.

Everyone's welcome
We are ambitious about the future of retail. We're redefining, innovating and leading the industry into a more conscientious, inspiring digital era. We're redefining how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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