Group Director, Personalization & UX Research

CHANEL; New York (NY); On-site; USD 127,000 - 180,000; Full time

Benefits offered by this job

Wellbeing resources

Parental leave

MilkStork

Care.com Membership

401K

Healthcare

Dental

Vision

MDLIVE

FSAs

EAP

Transit & Parking

Job summary

CHANEL in New York City seeks a Group Director, Personalization & UX Research to lead digital personalization and experimentation across the DCX organization. This role reports to the Head of Client Journeys and defines the long‑term vision, delivering tailored, omni‑channel client experiences with a human touch.

The successful candidate will manage a US UX Research program, drive a cross‑functional roadmap, and mentor a small team, while collaborating with Tech, Data, and Creative partners to

Job description

Group Director, Personalization & UX Research

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the role

CHANEL is seeking a Group Director, Personalization & UX Research to join the Digital & Client Experience (DCX) organization onsite in New York City. Reporting to the Head of Client Journeys, this role will define the long‑term vision and drive the roadmap to deliver digital personalization across our luxury retail divisions. This Personalization & UX Research people leader will develop and execute strategies that deepen client relationships and foster a connected client loyalty loop, to ensure that CHANEL US delivers best‑in‑class, highly tailored digital and omni‑channel experiences. This dynamic role will focus on taking digital personalization and experimentation into the future – scaling data‑driven, automated, and relevant client journeys while maintaining a human touch – as well as overseeing current digital personalization and testing initiatives.

What impact you can create at CHANEL

Strategic Personalization Vision & Roadmap

• Define and lead CHANEL's long‑term digital personalization strategy across all three divisions, aligning closely with business priorities, divisional objectives, and the broader client experience vision.
• Develop and oversee a strategic roadmap to achieve dynamic personalization, prioritizing initiatives that connect client journeys across channels and deliver measurable business impact.
• Manage large‑scale, complex, and technically demanding projects in partnership with Tech, Digital, CEM, Data, and Artistic Direction teams.
• Maintain personalization journey frameworks that provide visibility and strategic guidance to cross‑functional teams across the organization.
• Identify the process, governance, and capability shifts required to accelerate transformation, remove friction, and scale personalization effectively.
• Act as a thought leader and advocate for personalization and experimentation, influencing senior leaders and aligning global and local stakeholders on strategy, priorities, and best practices.

Experimentation & UX Research Management

• Lead the US UX Research program, shaping priorities and influencing the testing roadmap and processes within Global UX Research community.
• Ensure experiments are designed to yield actionable insights that inform digital optimization and enhanced client experience.
• Establish best practices for experimentation design, execution, and measurement across digital and omnichannel touchpoints.
• Build and sustain a community of practice around UX research and experimentation, facilitating weekly U.S. taskforce calls and maintaining strong relationships with global and regional partners.

Team Leadership

• Lead, mentor, and grow a high‑performing team of two, including a Manager, Personalization & Experimentation and a Specialist, Personalization & Testing Operations.
• Prioritize initiatives across roadmap projects and business‑as‑usual activities, maintaining clear focus and ensuring the team is resourced to deliver meaningful impact.
• Oversee resource planning, budgets, and vendor relationships, ensuring efficient allocation to meet strategic goals.
• Champion a culture of collaboration, innovation, and continuous learning within the team and across cross‑functional teams.

You are energized by

• Delivering best‑in‑class personalization journeys that create an elevated luxury client experience.
• Leading teams and cross‑functional partners through complex, transformative initiatives with clarity and conviction.
• Navigating ambiguity and complexity with creativity and a solutions‑oriented mindset.
• Inspiring and developing talent to achieve their full potential.
• Building trusted partnerships and influencing across diverse teams and senior stakeholders, towards shared client‑centered outcomes.
• Exploring the frontier of machine learning and artificial intelligence to amplify personalization and experimentation impact, while thoughtfully preserving the human touch.
• Thriving in a highly collaborative, fast‑paced environment.

What you will bring to the team

• Minimum of 10 years relevant experience in digital personalization, experimentation, or UX research with demonstrated success in driving personalization and experimentation strategies at scale.
• Strong leadership and people management experience, with a track record of building and developing high‑performing teams with highly specialized skill sets.
• Deep expertise in personalization and testing platforms, with hands‑on experience managing complex technology ecosystems; familiarity with Monetate is a plus.
• Strategic mindset paired with strong technical fluency, comfortable partnering with Tech teams and guiding complex system evolutions from vision through to delivery.
• Proven ability to influence and align diverse stakeholders across global and local organizations, navigating complexity with a well‑informed, persuasive point of view.
• Exceptional attention to detail and a rigorous approach to quality, ensuring that personalization and experimentation outputs meet the highest standards of accuracy and impact.
• Excellent communication and storytelling skills, with the ability to translate technical concepts and data‑led insights into compelling narratives for executive and cross‑functional audiences.

Position Logistics

• Position based in New York City; 3 days in office and up to 2 days remote.
• Bachelor’s degree, or higher, preferred.

Compensation

• The anticipated base salary range for this position is $127,000-$180,000. A base salary is one component of the total compensation for this position. Other forms of variable pay may be offered for this position. Other components may include bonus potential, benefits, and/or perks.

Benefits and Perks

• Wellbeing resources include dedicated paid time off for wellbeing (2‑week August Office Closure) and a Wellbeing fund.
• Family and care‑giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership).
• Generous paid time off policies to include vacation, holiday, sick and volunteer days.
• 401K and other incentives.
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program.
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking.

*Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances deemed appropriate.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.