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About the Role
Shape and deliver the design vision for loyalty and customer engagement experiences, leading design across the end-to-end loyalty journey and ensuring seamless integration with the core shopping experience. As a senior individual contributor, you will tackle complex challenges, develop compelling concepts, and guide work from discovery through delivery and continuous improvement.
Responsibilities
- Setting the design vision for loyalty and customer engagement, aligning customer needs, brand direction, and business priorities across relevant product teams.
- Leading complex design challenges to create coherent experiences that help customers discover, understand, and use loyalty benefits.
- Shaping discovery with Product and UX Research, using evidence to challenge assumptions, identify opportunities, and evaluate solutions.
- Delivering hands-on design from journey maps and concepts through to prototypes and detailed interfaces.
- Translating long-term vision into achievable improvements alongside Product and Engineering, balancing customer value, technical constraints, and commercial priorities.
- Partnering with the brand's Design capability to evolve reusable design patterns and improve consistency across loyalty and shopping experiences.
- Aligning stakeholders and coordinating design work across teams through clear storytelling, facilitation, and explicit decisions on priorities and trade-offs.
- Mentoring designers, leading constructive critiques, and sharing learnings to strengthen design craft and practice.
- Using research and performance data to assess and improve benefit understanding, task completion, reward uptake, and engagement.
Requirements
- Proven experience leading design direction across multiple teams and complex initiatives within a large organisation.
- Evidence of end-to-end product design craft, from early discovery and strategy to delivered interfaces and measurable outcomes.
- Deep knowledge of interaction/visual design for web and mobile, including systems and service design thinking.
- Practical expertise in utilising design systems and delivering accessible experiences.
- Strong storytelling, facilitation, and influencing skills to balance customer, commercial, and technical needs.
- A proven track record of mentoring other designers and elevating design practice.
Skills
- Design Leadership
- Expert Portfolio
- Technical Expertise
- Inclusive Design
- Stakeholder Alignment
- Mentorship
- Domain Knowledge
- Retail/Ecommerce
- Data-Driven
- In-Store & Motion Design
Location
- London Pimlico Head Office
- London Central Office, 1 Drummond Gate, London, , SW1V 2QQ
Work Type
- Permanent
- Hybrid working approach
- 35 hours
Experience Level
- Principal
- Partnership Level 6
Salary/Compensations
- Salary up to £80,000, depending on experience
- £64,000.00 - £96,000.00 Annual
About the Company
- We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose.
- We’re not just employees, we’re Partners, driven by our purpose to build a happier world.
- We’re ruthlessly focused on being brilliant at retail.
- We continue to innovate, adapt and diversify.
- Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.
- As Partners we all share the responsibility of ownership and in its rewards.
- We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
- We all own making the Partnership somewhere we belong.
- Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE.
- Growing ourselves individually, and as a collective.
- As Partners, we make all the difference. And, we all own it.
Equal Opportunity
- It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates).
- If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.
- Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
- We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.
- We want all of our Partners to have a good work-life balance and we support flexible working.
- This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible.
- Please discuss this further with the hiring manager during your interview.