Digital Business Expert - 12 MONTH CONTRACT
COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The creative soul of the brand is fuelled by a deep connection to modern culture, dynamic global cities, and compelling fashion movements. With an emphasis on expert craftsmanship, innovation, and materiality, collections are created with a mindful approach, seamlessly blending contemporary and timeless styles.
The role focuses on the online checkout and post-purchase journey. The checkout and post-purchase touchpoints should be optimized to improve checkout rate, build customer satisfaction, and reduce returns.
As a Digital 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, identifying improvements, supporting backlog prioritization, setting user stories, and managing process change.
You are a natural point of contact; you collaborate with teams across the business to understand needs and challenges while creating an understanding of your area’s purpose and objectives.
What you will do:
* Identify and drive improvements to the checkout and post-purchase 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.
* Train business users on new tools or functionalities.
* 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, analyze, and share KPI performance within your area.
* Drive the resolution and prevention of incidents on our digital platforms.
Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviors 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.
* Strong understanding of SEO principles.
* 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.
This is a full-time temporary 12-month contract, based at our Head Office in London.
We offer all our employees attractive benefits with extensive development opportunities worldwide. 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 employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
London-based colleagues also receive:
* Up to 25 days holiday
* Discounts on various activities and financial/lifestyle products via our benefits hub
* Cycle to work scheme
* Discounted gym membership
* Employee assistance via Retail Trust
Inclusion & Diversity
At COS, we’re committed to creating inclusive, diverse, and equitable workplaces. Our teams should include a variety of people sharing knowledge, experience, and ideas. A diverse workforce positively impacts how we address challenges and relate to colleagues and customers worldwide. All diversity dimensions are considered in our recruitment process.
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