Teams at John Lewis Partnership

Lead qualitative and quantitative UX research across John Lewis and Waitrose loyalty and customer engagement experiences. Own research planning, investigate customer needs and behaviors, evaluate concepts and live journeys, combine research with behavioral data, and influence product and design decisions. Collaborate with design and research teams, coach colleagues, communicate recommendations, and uphold ethical, accessible, and inclusive research practices.

Leads Waitrose’s personalised offers strategy and transformation, developing new propositions, mechanics, and capabilities that improve customer engagement and commercial performance. The role partners with Product, Technology, CRM, Commercial, Retail Media, analytics, and external teams to deliver change, manage the offers budget, translate strategy into operational outcomes, and embed new capabilities. It also manages one direct report and provides leadership across the wider offers community.

Leads the strategic development and execution of experiential sampling programmes, including in-store activations, festivals, and supplier-funded initiatives. Manages budgets, financial modelling, ROI, KPIs, supply-chain integration, compliance, external partners, and senior stakeholders. Leads and develops a high-performing team while optimising customer sentiment, sales uplift, brand engagement, loyalty, and commercial returns.