Group Director, Personalization & UX Research

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

• Minimum of 10 years relevant experience in digital personalization, experimentation, or UX research with demonstrated success in driving personalization and experimentation strategies at scale.

• Bachelor’s degree, or higher, preferred

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

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/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.

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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

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Additional Information:

Chanel is a private company whose values are grounded in creating conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.

• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

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Fondation Chanel:

• Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.

• For more information, please navigate to the Fondation Chanel website here

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Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

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