Free People Manager, Global Customer Experience & Insights

Free People•Philadelphia, PA

About The Position

Free People is looking for a Manager of Global Consumer Insights & Research who will collaborate with a wide range of cross-functional teams across the URBN brands and contribute to an environment of fact-based, data-driven decision-making. The ideal candidate is curious and will generate qualitative & quantitative insights that deepen our understanding about our customer, including their preferences and behavior.

Requirements

5+ years of experience in consumer & market research, CX/UX, ideally in retail, eCommerce (1-2 years in a manager role preferred)
Demonstrated experience leading multi-method research programs (quantitative, qualitative, and mixed-methods) from design through delivery & action
Exceptional storytelling and data visualization skills; ability to translate complex findings into compelling, decision-ready narratives
Experience conducting or overseeing UX research including usability testing, concept validation, and digital experience evaluation
Extremely detail-oriented, with an ability to manage multiple projects simultaneously
Proven ability to manage and grow a team, with strong coaching & performance management skills
Strong interest in psychology, sociology, behavioral economics and fashion/retail
Comfort operating in a fast-paced, brand-led environment

Nice To Haves

Solid understanding of Qualtrics or similar logic-based survey software, a plus
Experience with SPSS, SAS, or other statistical analysis program, a plus

Responsibilities

Own the end-to-end research roadmap, managing timelines, priorities, and deliverables across simultaneous studies
Oversee technical survey & research execution, including programming, QA, copy and creative asset coordination, distribution and monitoring
Conduct journey mapping, concept testing, and usability studies to inform product and creative decisions
Design and execute UX research to evaluate digital touchpoints, app experiences, and site usability across web and mobile platforms
Lead day-to-day management of customer panel communication and develop ideas to maintain engagement and retention
Collaborating with partner teams to turn insights into action including but not limited to: shaping product & buying strategy, site experiences, marketing messaging, campaign direction
Manage day-to-day relationships with agency account teams and support resources
Evaluate and implement emerging research technologies, including AI-assisted analysis and behavioral analytics tools