UX Researcher
Location: GB, LND, London
Department: UX 
Employment type: Full-time
Required experience: Associate
Industry: Internet
Function: Design
Company profile: We experiment with new digital products, retail experiences and business models at M&S.comWe experiment with ways to make shopping really easy for our customers: we want our customers to browse, discover, and buy in ways that suit them.We experiment with new business models: we question the needs and wants of our customers and reimagine how to fulfil them from the ground up.Our team have mostly come from well known European startups and we love working with innovators who want to make a difference!Our business is changing. We have over 22 million customers. By investing heavily in technology, in the last year alone our online sales have gone up 16.6% and sales via mobile have rocketed over 200% following the launch of our dedicated mobile apps. But we don’t want to just transform our own business; we want to revolutionise retail. Which is where you come in.
Description: We’re looking for an experienced UX Researcher who is passionate and naturally empathetic about people to come join our multi-disciplinary UX Community here at M&S.Working in a fast paced, highly collaborative culture across product groups, the UX researcher plays a key role to inform and inspire the user experiences we create. Ensuring they’re useful, usable and valuable for customers.You’ll be customer obsessed and data driven, using a variety of UX research methods and techniques, via our in-house lab, remote and field based, to explore and reveal our customers’ behaviours and motivations…their needs, wants and desires. Interpreting these findings in to clear actionable insights and UX recommendations that you share in a compelling way to drive the optimization of the user experience.This is a highly collaborative role working closely with the UX research manger, UX designers, product owners and engineers across our product teams and harmoniously working with analytics and other teams across M&S.  
Requirements: Essential2+ years experience of leading, scoping, designing and conducting a wide variety of UX research across devices, in an e-commerce environment. Through lab studies, remote and field based research, including usability research, remote user studies, ethnography, focus groups, moderating /monitoring online communities, benchmark studies, persona development etc.Strong understanding of strengths and shortcomings of different research methods, including when and how to apply them.Ability to link customer insight with business opportunities.Experienced in identifying research opportunities by understanding, prioritizing and incorporating complex technical and business requirements into UX research. Highly skilled in analysing, interpreting and shaping UX research findings in to meaningful and clear actionable insights at pace. Working closely with designers on recommendations to improve the UXExcellent communicator, both oral and written, with proven ability to influence broadly. Confidently bringing UX insights and recommendations to life in a clear, concise and compelling way at pace.Great collaborator, working closely with analytics, UX design and other teams to help ensure we help provide a holistic view of customer behaviours, insights and recommendations, within products and across the end to end user experienceExcellent working knowledge of:                Morae or equivalent software                Tobii eye-tracking equipment and software                General usability lab set up (we have our own in-house lab)                Basic video editing DesirableMA/MSc in Human Computer Interaction, Cognitive Psychology, Experimental Psychology  or similar is desirableUX experience working in an agile product based, iterative e-commerce environmentFamiliarity with using analytics tools, ideally Omniture
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