Harvey Nichols is seeking a Lead UX and User Research Manager to join our Head Office team in Knightsbridge. A destination for modern luxury and exceptional service, Harvey Nichols is home to the world’s most iconic designers and brands.
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, UX & UI design, creating user journeys that are seamless, engaging, and customer-focused.
About the role…
* Build a deep understanding of our customers, their shopping habits and their HN digital experience through user research (qualitative & quantitative), 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?
* 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
* Demonstrate an understanding of luxury fashion brands and their consumer
* 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
Your experience…
* 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
* Experienced in maintaining, evolving, and governing a scalable Design System to ensure consistency and quality across products.
* Broad knowledge of research methodologies and hands-on experience running online and offline user research and associated tools
* Competence using data and analytics tools eg. GA4, Looker Studio, Content Square
If this sounds like you, we’d love to hear from you.
How we reward your hard work…
At Harvey Nichols, we champion career development and are passionate about our people. We’ll support your growth and help you build a career you love. Alongside this, you’ll enjoy a range of amazing benefits, including:
* Up to 40% off fashion & hospitality
* 30% off beauty, perfumery, wine, and spirits
* Clothing allowance
* Competitive company benefits and training opportunities
Where do I sign?
If this role has caught your eye - hit the “apply” button below to start your journey with us.