Product & Experience Design Lead

Bracknell, UK
Posted 2 days ago
Full time

Job description

What's the role about?

A critical role in the digital leadership team accountable for delivering a market leading customer experience and setting the design vision and direction across all Waitrose digital touchpoints including web, app & in-store.

Leading and developing a team of 30 Product Designers, Service Designers & UX Researchers responsible for optimising end-to-end omnichannel journeys and designing new products and services.

Working with colleagues across Product, CX, Marketing, Insight and Brand this role will ensure that the products and experiences delivered to our customers are not only useful and useable, but that they accurately reflect our purpose and resonate emotionally, making a positive impact on our customers lives as well as supporting the delivery of Waitrose strategy and commercial objectives.

The ideal candidate thrives in complex spaces, excels at communicating large ideas to a wide spectrum of audiences, and builds strong partnerships with other disciplines to deliver on a shared vision.

What will you be doing?

  • Work closely with Product, Content & Design and CX teams to enhance existing journeys and define and deliver new products and services, leveraging Waitrose unique strengths and brand positioning to create experiences that are truly differentiated and market leading
  • Leading the Experience Design team in bringing together customer-driven design and focus on commercial results
  • Developing and supporting a team of designers and researchers
  • Owning the profession development for product and service design, coaching the team to deliver innovative, customer-driven improvements to the customer experience and brand new propositions
  • Ensure that Waitrose is an attractive place of work for experience and service design talent to join, providing an environment which supports professional development, coaching and mentoring

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Skills and experience we're looking for:

  • Excellent track record creating and executing user experience design, visual design, and design strategies
  • Significant experience leading and developing design teams
  • An advocate and ambassador for user centred design within a complex organisation
  • Ability to manage complex problems and able to deliver elegant, intuitive customer experiences
  • Experience working in an agile delivery framework and implementing major change programmes in digital product
  • Excellent communicator with experience managing complex sets of stakeholders
  • A relevant Digital Design, User Experience, HCI degree, or equivalent experience

What you will get for this role:

  • Starting salary between £69,200.00 - £114,000.00 (depending on skills & experience)
  • Car allowance
  • Generous pension scheme
  • Private health care
  • Family friendly parental and carer's leave
  • 25 days holiday per year plus bank holidays and the option to buy up to 5 additional days
  • Waitrose and John Lewis discount
  • Find out more about the other benefits of working for the Partnership

We want all our Partners to have a good work life balance, therefore we flex locations, hours, and working patterns to suit our customers, business, and you. Most of our design team spend 1-2 days a week in our offices and the rest of the time at home or working remotely



  • The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications)
  • We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early


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