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      Head of UX - Loyalty & Support Interview

      27 Sept 2024
      Anonymous interview candidate
      London, England
      No offer
      Negative experience
      Average interview

      Application

      I applied online. The process took 2 weeks. I interviewed at Tesco (London, England) in Sept 2024

      Interview

      I found certain aspects of the interview challenging and, at times, uncomfortable. Specifically, I felt that the open-endedness and ambiguity of the questions made it difficult for me to provide responses that accurately reflected my experience and approach. Without clear context or understanding of the specific leadership traits being assessed, aligning my answers with what the panel was seeking was challenging. For example, when they asked: "Can you tell me about a time when you had to change your style to work more effectively with somebody?" I sought clarification by asking, "In what context?" to understand whether the question referred to communication style, management approach, delivery method, or another aspect. However, my request for context was not fully acknowledged. She seemed to conflate "context" with "scenario" and insisted that I should define the scenario without providing additional guidance. This left me feeling that my need for clarification was not understood, making it challenging to refer to my experience and provide a relevant answer. Additionally, they asked: "Describe a situation when you felt most out of your comfort zone on a personal level, with people, not with a project." I found this question challenging to relate to and responded, "On a personal level? Like, out of my comfort zone? I can't dance... I would find it quite difficult really." When the question was rephrased: "Describe a situation where you felt out of your comfort zone, and it was about people-related situations at work." I expressed that I hadn't experienced such a situation, stating, "I haven't really." Without additional context or examples of the type of situation being referred to, it was challenging to provide a meaningful answer. When I inquired about the intent behind the ambiguous questions, they mentioned that the questions were intentionally designed to be ambiguous. While I appreciate that handling ambiguity can be an important skill, I struggled to see the purpose of such ambiguity in this context. The lack of clarity felt more like an obstacle than a meaningful assessment tool, and at times, I was concerned that the approach might inadvertently hinder candidates rather than facilitate an open dialogue. In my experience, leadership is about informed decision-making, and making decisions without sufficient information can be risky and may lead to undesirable outcomes. In leadership roles, it's crucial to assess situations thoroughly, gather relevant information, and rely on experience to make the best possible decisions. Additionally, there was limited build-up or framing provided for the interview or questions, particularly regarding leadership principles. Leadership encompasses both horizontal and vertical dimensions, and understanding the specific traits the panel was interested in would have enabled me to offer more precise and insightful responses. I understand their intention was to assess whether my style would match the culture and leadership approach of Tesco. However, this method of using intentionally ambiguous questions seemed to lead to an expectation of specific answers, resulting in apparent frustration when the responses didn't align with unstated expectations. This approach appears to contrast with UX principles, where clarity and user-centricity are typically prioritised. As UX leaders, we often advocate for clear communication and user-friendly experiences. It was surprising to encounter an interview process that seemed to contradict these principles. A more transparent approach to assessing leadership qualities might yield more accurate and insightful results, allowing candidates to demonstrate their skills and experiences more effectively. My intention in seeking clarification was to ensure I fully understood the questions so I could provide answers that truly reflected how my leadership style and experience align with the role's requirements. While some pillars of Empathy, Resilience, and Values were mentioned, the responses would differ in different scenarios; hence my request for context so I could draw from my relevant experience. I'm sharing this feedback in the hope that it will help in refining the interview process for future candidates. I've been interviewing with several large organisations, and this was the only interview in 20 years where I felt confused about the approach and felt it was somewhat outdated. My recent experiences in the current market have been encouraging, where hiring managers and teams have provided as much support as they can to get the best out of candidates during the interview process. Therefore, I was disappointed by this experience. Clear communication and a supportive atmosphere can significantly enhance candidates' ability to showcase their qualifications and fit for the role.

      Interview questions [16]

      Question 1

      What do you see as the most important factors in creating the right culture in the design team for success?
      Answer question

      Question 2

      How do you promote a culture where, as you said, there is psychological safety? What are the steps that you take to have that culture?
      Answer question

      Question 3

      Where have you had to resolve conflicts?
      Answer question

      Question 4

      What is your motivation? Where are you at? What are you looking for in the role, and what attracts you to this versus something else?
      Answer question

      Question 5

      Why Tesco? Do you want to work here?
      Answer question

      Question 6

      Can you tell me about a time when you had to change your style to work more effectively with somebody?
      Answer question

      Question 7

      How did you change your style because it was not effective? How was it before, and how did you change it afterwards to make it more effective?
      Answer question

      Question 8

      Is there a time you can think about when you've had to trust in others to achieve the success of an initiative or challenge you're going after? Can you describe what your role was there and what the outcome was after you relinquished that trust?
      Answer question

      Question 9

      Have you had any interaction with a product management function, so to speak? If you have, what would be your expectation from that function?
      Answer question

      Question 10

      How do you deal with complexity when there is a time constraint and you have to balance design needs with commercial needs? How do you operate in those scenarios?
      Answer question

      Question 11

      Could you tell us about a situation where you felt most out of your comfort zone? What did you find the most testing aspects, and what did you learn about yourself through that process?
      Answer question

      Question 12

      Describe a situation when you felt most out of your comfort zone on a personal level, with people, not with a project.
      Answer question

      Question 13

      How do you operate in scenarios where you don't know how to do certain things, but you're accountable for delivering a certain piece of work? How do you operate in those scenarios?
      Answer question

      Question 14

      Describe a situation where you felt out of your comfort zone, and it was about people-related situations at work.
      Answer question

      Question 15

      Can you tell us a time when you've noticed that somebody's struggling for whatever reason? How did you—what did you do about that? How did you help them?
      Answer question

      Question 16

      Can you tell me about a time when you challenged behaviour that wasn't inclusive?
      Answer question

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