Digital Optimization Lead

H&M Group • New York, NY

2d • Onsite

About The Position

As a Digital Optimization Lead, you will drive measurable commercial growth by evaluating and improving the end-to-end customer journey across H&M US digital channels. You will partner with US Commercial teams and Global Product, UX, Analytics, and Development teams to identify opportunities from discovery and consideration through purchase and retention, ensuring customer needs, business priorities, and digital investments are supported by data-driven insights and measurable outcomes.

As a key stakeholder for digital development, you will represent the voice of the US customer and guide prioritization using customer insights, performance data, business impact, and strategic relevance. The role requires building alignment, influencing decision-making, and driving action across global and local stakeholders so US customer and business needs are represented in development roadmaps. This is an on-site role based at H&M’s Support Office in New York, New York, and reports to the Digital Experience Manager.

Requirements

• Bachelor’s degree.
• 5–8 years of experience in ecommerce, digital optimization, digital product management, customer experience, or a related field.
• Proven experience leading digital product development initiatives from concept through launch, including business case development, prioritization, requirements definition, implementation, and performance measurement.
• Strong analytical mindset and experience using customer insights, digital analytics, experimentation, and A/B testing to identify opportunities, uncover root causes, and drive measurable business impact across the customer journey.
• Demonstrated success influencing cross-functional and global stakeholders to drive change, secure prioritization, and deliver customer-centric improvements in a regional and global matrix organization.
• Ability to build alignment across Commercial, Product, UX, Analytics, and Development teams without direct authority.

Responsibilities

• Lead evaluation and optimization of the end-to-end customer journey across H&M US digital channels using customer insights, behavioral data, and performance metrics to identify opportunities, uncover root causes, and improve engagement, conversion, retention, and commercial performance.
• Develop business cases, success metrics, and ROI frameworks to assess the value and impact of digital experience enhancements and guide prioritization.
• Represent US customer and business needs in global product discussions, roadmap planning, and prioritization processes, influencing digital development roadmaps and experiences across the US market.
• Collaborate with Product, UX, Analytics, Development, Marketing, and Commercial teams to define requirements, influence solution design, and deliver customer-centric experiences aligned with business objectives and customer needs.
• Create competitive benchmarks and monitor industry trends to identify emerging opportunities, anticipate customer expectations, and balance short-term optimization with long-term development priorities.

Benefits

• Health insurance
• Wellness and family support programs
• Company match 401(k)
• Paid leave programs
• Paid time off, including a community day to serve the local community
• Employee discount at H&M, & Other Stories, and COS
• Access to Colleague Resource Groups (CRGs) for community and networking opportunities
• Access to a large global talent community and career growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level