Group Director, Personalization & UX Research

CHANEL • New York, NY

24d • $127,000 - $180,000 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• Familiarity with Monetate is a plus

Responsibilities

• 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
• 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
• 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

Benefits

• 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

What This Job Offers

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