Group Director, Personalization & UX Research

Summary

Lead CHANEL's US personalization and UX research efforts within the Digital & Client Experience organization, defining long-term strategy and scaling data-driven, omni-channel client journeys. Partner with Tech, Data, CEM, and cross-functional teams to deliver experimentation and personalization programs that drive measurable business impact. Manage and grow a small, high-performing team while overseeing roadmaps, governance, and vendor relationships.

Responsibilities

• Define and lead the long-term digital personalization strategy and maintain strategic roadmaps across divisions.
• Oversee the US UX research and experimentation program, ensuring experiments produce actionable insights for digital optimization.
• Design and establish best practices for experimentation, measurement, and personalization frameworks across channels.
• Manage complex, cross-functional projects with Tech, Digital, Data, and Artistic Direction partners; maintain governance to scale personalization.
• Lead, mentor, and resource a team; manage budgets and vendor relationships to deliver strategic priorities.

Requirements

• Minimum of 10 years of experience in digital personalization, experimentation, or UX research at scale.
• Proven leadership and people management experience building specialized, high-performing teams.
• Deep expertise with personalization and testing platforms and technical fluency to partner with engineering and data teams.
• Strong ability to influence senior stakeholders and translate technical insights into executive-facing narratives.
• Bachelor's degree or higher preferred.