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Available Job Today There has never been a more exciting time to join our Digital & Tech team. Why? Because we are 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.

You will work in the M&S User Experience Research Team. We strive to create memorable, usable, omni-channel services, with customers at the forefront of our projects. You’ll work alongside designers, product managers, developers, and wider business partners across M&S.

The role is an outstanding opportunity to learn and grow your craft in UX Research through strategic and hands-on work. Through facilitation and effective communication skill, as a multi-discipline team, the Mid-Level UX Researcher ensures a research-based human-centric approach is taken and is the voice of the end-user - be it customer or colleague.

• Ensure User Centred Design is at the foremost of all projects, developing and maintaining user focused outputs
• Have a good understanding of our customer types/segments/personas - their behaviours, motivations, shopping habits, needs, demographics
• Use project appropriate qualitative and quantitative research techniques according to the stage of development
• Develop your knowledge and experience of research methods such as focus groups, surveys, usability testing (online and in-store) ethnographic observation, contextual enquiry, card sorting, tree testing, click tests
• Capture research requirements, plan kick off meetings, articulate clear research objectives to help you select an appropriate research methodology, writing research plan, writing the discussion guide, conducting sessions, analysis, and reporting
• Ensure recruitment of customers and panels is carried out to meet defined criteria
• Ensure that all research is completed on schedule and that results are communicated to the project team with impact
• Analysis of data into useful insights for the various teams – making sure to join the dots – where different teams need to see information pertinent to them.
• Clearly communicate findings, insights and recommendations to team members and business partners
• Collaborate with Product Designers, Product Managers and technical teams as required to ensure objectives are clearly defined and teams are involved in the research process
• Facilitation of workshops to explain the outputs and insights from the research and their impact
• Be an advocate of UX Research and its value to product development / to our customers
• Build strong collaborative relationships inside and outside of the UX team

Intermediate skills & proven experience in some of the following. All relevant user research methods including but not limited to:

• Qualitative & quantitative research approaches
• Desk based primary research
• Contextual research
• Online & in-store testing
• Focus groups / Workshop facilitation
• Surveys / Card Sorting / Tree Testing
• Screener definition
• Moderating user research
• Discussion guides & tester packs
• Analysis & presentation of findings in engaging way
• Advise appropriate research technique and why
• Knowledge of accessibility guidelines
• Use of Personas/ Customer profiling to support UCD
• Knowledge/ some proficiency in using online research tools such as Lookback, Userzoom or Usertesting.com
• An appreciation of all other UX roles and their contribution to the final product
• Brand advocacy and adherence to guidelines
• Usability best practices and approaches

• Hybrid Working
• Industry leading pension of up to 12% M&S contribution
• Bonus up to 40%
• 20% discount on M&S products
• A range of wellbeing support (including free counselling and access to a virtual GP for you and immediate family)
• 25% off gym memberships, access to online fitness classes and discounts for complementary health services, such as nutrition and lifestyle coaching

#LI-MW1

M&S is ready to push boundaries to lead the retail 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.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.