Digital Experience Business Expert

COS; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fashion retailer is seeking a Digital Experience Business Expert to enhance its digital platforms in London. The role involves identifying improvements, managing change processes, and collaborating across teams. Key requirements include e-commerce experience, advanced skills in Jira and Google Analytics, and exceptional problem-solving abilities. Employees enjoy benefits like a 25% discount, 25 days holiday, and health checks. This full-time position is based at the London Head Office.

Benefits

25% staff discount

Up to 25 days holiday

Annual health checks

Pension scheme

Cycle to work scheme

Discounted gym membership

Private health & dental care

Qualifications

• Previous experience as a Business Expert in a digital retail environment.
• Competent working with E-Commerce platforms (CMS).
• Exceptional organizational and problem-solving abilities.

Responsibilities

• Identify and drive improvements to the digital customer experience.
• Support the creation of requirements for new developments.
• Collaborate with teams to set and modify processes.

Skills

E-Commerce platforms competency

Advanced skills in Jira

Advanced skills in Excel

Experience with Google Analytics

Organizational abilities

Problem-solving abilities

Stakeholder management

Tools

Jira

Google Analytics

Job description

Company Description

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

Job Description

As Digital Experience Business Expert, you are responsible for identifying and driving improvements on our digital platforms to deliver business value. You work closely with the implementation of new features on our digital platforms, supporting backlog prioritisation, setting user stories and managing process change.

The role is within the DX Ecommerce team and is responsible for the performance of the various DX tools including the CMS tool, which enables the regional delivery of COS digital campaigns. The CMS tool needs to be optimised alongside developers to ensure that it is intuitive, well documented and has continuous improvement in order to deliver exceptional digital experiences.

You are a natural point of contact; you collaborate with teams across the business to learn of needs and challenges whilst creating an understanding of the purpose of your area and what it aims to achieve.

What you will do:

• Identify and drive improvements to the digital customer experience.
• Support the creation of requirements and user stories for new developments as part of the product team.
• Collaborate with teams across COS to set and modify processes, supporting change management to deliver business value.
• Lead and perform UAT alongside product and business teams, ensuring requirements are met.
• Champion technical solutions, fostering an understanding within the business of how technology can achieve desired outcomes.
• Understand the digital experience strategy, communicate capabilities, and drive improvements to enhance the digital experience.
• Act as a key contact for relevant vendors, ensuring COS receives the best value from available tools and services.
• Drive the vision and direction for checkout and post-purchase processes to stakeholders across the business.
• Present and communicate the rationale for prioritization, changes to the backlog, and the performance of new initiatives.
• Track, analysis and share KPI performance within your area.
• Drive the resolution and prevention of incidents on our digital platforms.

Qualifications

Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.

What you need to succeed:

• Previous experience as a Business Expert (or similar role) in a digital retail environment.
• Competent working with E-Commerce platforms (CMS).
• Advanced skills in Jira and Excel.
• Experience with web analytics tools, such as Google Analytics or looker studio.
• Exceptional organizational and problem‑solving abilities.
• Process‑driven with a customer‑centric focus.
• Strategic thinker with a results‑oriented mindset.
• Proven experience in stakeholder management and collaboration.

Additional Information

This is a Full‑time permanent contract, based at our Head Office in London.

We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program - HIP. You can read more about our H&M Incentive Program here.

In addition to London based colleagues also receive

• Up to 25 days holiday
• Annual health checks
• Pension scheme
• Discounts on various activities and financial/lifestyle products via our benefits hub
• Cycle to work scheme
• Discounted gym membership
• Employee assistance via retail trust
• Private health & dental care

Inclusion & Diversity

At COS we're determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.