Research Lead
4 weeks ago
At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we’re up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada’s largest and most successful retailer. Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop by creating leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, loyalty, and apparel spaces, and we’re only just getting started To achieve these goals, we are looking for talented and passionate individuals who want to collaborate and solve challenging problems and make significant and lasting impact on Canadians.
The impact you'll make
As the Research Lead for Shoppers Drug Mart eCommerce, Digital Health, and Joe Fresh eCommerce, you will be leading a mixed-methods research team whose directive is to give a voice to our customers in all our business and product decisions. You will lead the team’s roadmap and apply research insights across all stages of the product life cycle, working closely with leaders across Design, Product, Engineering, Marketing, Analytics, Operations and more. This entails keeping a pulse on evolving customer needs, advocating for the voice of our customers in every conversation and uncovering new research opportunities as markets continually change. You will join a broader User Experience Research team and contribute to evolving our research approaches and Voice of Customer program.
What You'll Do- Lead the team’s priorities and roadmap delivery, partnering closely with business, UX & Product leaders to identify, prioritize and strategically apply research cycles into the end-to-end product development process
- Manage and develop a team of 2-4 qualitative and quantitative practitioners; building a high-performance culture by continuously developing their skills through clear feedback and uncovering opportunities to support their growth
- Manage the quantitative Voice of Customer experience tracking program for these lines of business in partnership with Research Operations; guiding your team to analyze complex data collected throughout the customer’s journey into actionable insights
- Frame research plans, discover new opportunities and work with your team to lead a wide range of research initiatives that help understand and solve complex customer and business problems
- Support Sr. Leadership with strategic planning and initiatives, ensuring that customer insight is considered in short and long-term roadmaps, grounding in the customer voice while maintaining understanding of product and business constraints and objectives
- Build partnerships with leaders on other data teams to consistently have a holistic view of our customers by triangulating internal data (e.g. business metrics & operations, analytics, experimentation) and external data sources (e.g. syndicated market research, desk research)
- Maintain a pulse on competitor and precedent experiences in the market or adjacent industries; continuously assessing best-in-class and areas for innovation within your line of business
- Collaborate with UX Research leadership to continuously develop and improve the broader UX Research practice, including establishing new ways of working, implementing new research methodologies, and more
- Experienced researcher (5+ years) with a strong knowledge of qualitative, quantitative, syndicated and first-party insight tools
- Experience directly leading and coaching a team of mixed methods researchers, providing clear, candid feedback and professional development guidance
- Ability to synthesize and clearly communicate complex findings to focus on the critical implications and opportunities
- Knowledge of CX Measurement solutions (e.g. Medallia, In-Moment, Qualtrics) and design research tools (e.g., Playbook UX, UserTesting)
- Confidence with Senior Leadership discussions, presentations, and negotiations
- Team Champion: You build trust with your team, partners, and collaborators by leading with curiosity and empathy, treating them as equals, and setting and achieving shared outcomes. You are energized by sharing the value of our practice with our teams, teaching our ways of working, and elevating our team's profile within the UX community.
- Critical Thinker: You ask questions to clarify ambiguous problems, and listen actively in order to understand opportunities to improve experiences and processes. You have emotional, empathetic instincts and a strong process that enables disruption, innovation, and decisiveness. You are resilient to change, invigorated by growth, and are constantly learning and challenging the norms around you.
- Conductor: You hold yourself and your team accountable for your work and outcomes. You advocate for ideal conditions for success, lean into difficult conversations about priorities, and recognize when compromise and change is needed. You create focus and clear priorities when pivots happen, and share feedback and accountability with your team in order to help them grow.
How you’ll succeed
At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce. You will get to work with some of the best digital minds and will have the support of world class technologies to craft products our customers will love
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
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