Product & Experience Design Lead

2 days ago

Bracknell, United Kingdom Head Office Full time

**Role Purpose**:
As Product & Experience Design Lead you willl lead a team of Product Designers, UX Designers & UX Researchers to create seamless, customer-centred experiences and across all digital customer touchpoints.

You will be accountable for driving forward the end-to-end experience across all online and digital in-store journeys, delivering a best in class experience for customers and Partners.

You will work closely with Product, Content & Design and CX teams to enhance existing journeys and design/deliver new products and services, leveraging Waitrose unique strengths and brand positioning to create experiences that are truly differentiated and market leading.

You will act as a leading guardian of the look, feel and usability of our digital experiences.

You'll be a strong creative leader, coach and nurturer, you will use your extensive experience of design techniques, tools and agile approaches, to drive the performance or the design team and help them to deliver better customer experiences at pace.

You will look to the best, most innovative experiences from competitors, brands and pioneers across the world, introducing the latest design thinking to the team.

**Measures Of Success**:

- Successful experiences launched, as measured by improvements in customer satisfaction / recommendation scores and commercial results.
- Positive customer responses to well-designed customer experiences, as measured by research scores and take-up of simulated services.
- Customer satisfaction, Partner satisfaction and commercial performance measures.
- On time, on budget project phase completion.
- Partner colleague feedback ratings.
- Contribution to the delivery of the overarching Waitrose Online Objectives and Key Results (OKRs) and the creation and delivery of more detailed OKRs within your product area to support the achievement of these.

**We're looking for someone with the following experience**:
**Essential**
- Significant experience leading multi-discipline Product Design teams through the entire product lifecycle from discovery / research through to the final UI design
- Experience leading Designers across multiple productised teams in matrixed organisations
- Can demonstrate a strong portfolio of design leadership work, and a track record of delivering both creative design excellence and evidence of commercial results achieved
- Experienced in design thinking, agile projects, lean startup 'test and learn' experimentation
- Excellent communicator with experience managing complex sets of stakeholders

**Desirable**
- Customer experience and/or service design for major new propositions and brands
- Demonstrated experience of successful go to market delivery experience, from MVP to launches at scale
- Retail ecommerce experience within a large organisation

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