Lead UX and User Research Manager

Harvey Nichols; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury department store in London is searching for a Lead UX and User Research Manager. This role is crucial for driving improvements in the digital customer experience through user research, data analytics, and UX design. Interested candidates should have significant experience in user research and UX / UI design within a retail or B2C environment. The position offers a dynamic working environment with various employee perks, including discounts and learning opportunities.

Benefits

Up to 40% off fashion

Up to 40% off hospitality, foodmarket and hampers

30% off beauty and perfumery

Clothing allowance

Charity days

Learning and development opportunities

Qualifications

• Significant previous experience in user research and UX design in a retail or B2C environment.
• Experience using software development and design tools.
• Broad knowledge of research methodologies.

Responsibilities

• Drive improvement in digital customer experience through user research and UX design.
• Collaborate with product and tech teams to deliver designs and prototypes.
• Identify opportunities to enhance customer experiences based on data.

Skills

User research

UX / UI design

Data analytics

Stakeholder management

Communication skills

Project management

Collaboration

Tools

Jira

Figma

Confluence

Google Analytics

Job description

Lead UX and User Research Manager

Do you love all things digital?

Do you have significant user reasearch and UX / UI design experience?

Do you love all things luxury retail?

If YES, we may have the role for you…

Luxury department store, Harvey Nichols, is searching for a Lead UX and User Research Manager in our Head Office in London – Knightsbridge. Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you.

How we reward your hard work…

At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as.

• Up to 40% off fashion
• Up to 40% off hospitality, foodmarket and hampers
• 30% off beauty and perfumery, wine and spirits
• Clothing allowance

You will also have access to charity days, a season ticket / bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups – Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!

About the role…

As Lead UX and User Research Manager you will be responsible for driving improvement in our digital customer experience, through robust user research, data analytics and UX design, delivering user journeys that inspire and delight our customers. Working closely with the product and tech teams to input into backlog priorities and deliver designs and prototypes ready for implementation.

The roles and responsibilities in this Lead UX and User Research Manager include : -

• Build a deep understanding of our customers, their shopping habits and their HN digital experience through user research, customer feedback and analytics data
• Champion the customer in our digital strategy and development backlog for web and app, bringing recommendations backed up by data to prioritise the highest value opportunities
• Identify the best tools, partners and processes for user research and put in place a regular research cadence to inform our customer experience
• Collaborate with customers services, retail, loyalty and ecom teams to understand customer touchpoints and insights, business and customer priorities
• Create journey maps, wireframes, prototypes, interactions to develop end to end user flows, inform research and business and technical decision making
• Provide high fidelity UX / UI designs and specifications to input into development teams
• Work with design and creative to ensure brand and style guidelines follow digital best practise and are upheld across all digital touchpoints
• Run UX research projects to identify and solve customer barriers in our end to end customer journey, creating and sharing insights to influence change across our business teams

Is this you?

We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different. Do you have :

• Significant previous experience in user research, interaction design, product and service design in a retail or B2C multichannel environment
• Mature skills in UX / UI design and experience using software development tools eg. Jira, Figma, Confluence
• Broad knowledge of research methodologies and experience running online and offline user research and associated tools eg.
• Competence using data and analytics tools eg. GA, Content Squar
• Excellent verbal and written communication skills, and ability to collaborate and influence across different team functions
• Highly commercial, results driven, able to execute in a fast paced environment
• Excellent stakeholder management skills and evidence of successful outcomes from collaborative projects
• Highly analytical and a keen eye for detail
• Flexible, proactive, ready to take the initiative with proven track record of managing multiple tasks to tight deadlines

Where do I sign?

If this sounds like you, we want to hear from you!

If you are already thinking of what you will wear on your first day (no we don’t have uniforms) and this role catches your eye, hit the “apply” button below to kick-start your journey with us.