Digital Optimization Lead

H&M • New York, NY

1d • Onsite

About The Position

The Digital Optimization Lead drives measurable commercial growth by evaluating and improving the end-to-end customer journey across H&M US digital channels. The role partners with US Commercial teams and Global Product, UX, Analytics, and Development teams to identify opportunities across discovery, consideration, purchase, and retention. It uses data-driven insights and measurable outcomes to support customer needs, business priorities, and digital investments.

As a key stakeholder in digital development, the Lead represents the US customer, guides prioritization using customer insights and performance data, and influences development roadmaps. The role requires building alignment and driving action among local and global stakeholders so US customer and business needs are represented. This is an on-site position 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.
• 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.
• 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

• Evaluate and optimize the end-to-end customer journey across H&M US digital channels using customer insights, behavioral data, and performance metrics.
• Identify opportunities, uncover root causes, and drive measurable improvements in engagement, conversion, retention, and commercial performance.
• Develop business cases, success metrics, and ROI frameworks to assess the value and impact of digital experience enhancements.
• Guide prioritization using customer insights, performance data, business impact, and strategic relevance.
• Represent US customer and business needs in global product discussions, roadmap planning, and prioritization processes.
• Influence development roadmaps and the evolution of digital 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.
• Create competitive benchmarks and monitor industry trends to identify opportunities and anticipate evolving customer expectations.
• Balance short-term optimization initiatives 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) and colleague networking opportunities
• Access to a large global talent community and career growth opportunities

What This Job Offers

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