URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

Free People Manager, Global Customer Experience & Insights

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly) • $80K — $110K *
Philadelphia, PA 19120In-Person
Consumer Technology
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5+ years in consumer & market research, preferably in retail/eCommerce (1-2 years in management)
  • Proven experience leading multi-method research programs from design to delivery
  • Strong storytelling and data visualization skills for translating complex findings
  • Experience overseeing UX research and usability testing
  • Detail-oriented with a capacity to manage multiple projects
  • Ability to coach and manage a team
  • Interest in psychology, sociology, and fashion/retail

Responsibilities

  • Own the research roadmap, managing timelines and priorities
  • Oversee technical survey execution and quality assurance
  • Conduct journey mapping and usability studies for product decisions
  • Design UX research for digital touchpoints and app experiences
  • Manage customer panel communication and engagement strategies
  • Collaborate with teams to turn insights into actionable strategies
  • Evaluate and implement emerging research technologies

Benefits

  • Medical, dental, and vision insurance
  • Paid time off (PTO)
  • Generous employee discounts
  • Retirement savings options
  • Additional perks based on location and employment status
Full Job Description
Role Summary

Manager of Global Consumer Insights & Research 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.

Role Responsibilities

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


Role Qualifications

Qualifications
  • 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
  • Solid understanding of Qualtrics or similar logic-based survey software, a plus
  • Experience with SPSS, SAS, or other statistical analysis program, a plus
  • Comfort operating in a fast-paced, brand-led environment


Education
  • Bachelor's Degree in Psychology, Statistics, Marketing, Communications, Economics or a related field


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The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

About URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

URBN is a portfolio of global consumer brands comprised of Urban Outfitters, Anthropologie Group, Free People, BHLDN, Terrain, Nuuly and Menus & Venues. Urban Outfitters, Inc. is a lifestyle specialty retail company that operates under the Urban Outfitters, Anthropologie, Free People, BHLDN, Terrain, Nuuly and Menus & Venues brands. The company's Urban Outfitters brand offers women's and men's fashion apparel, footwear, beauty and accessories, activewear and gear, and housewares, as well as music, primarily vinyl records and cassettes. The Anthropologie Group brand sells women's apparel, accessories, intimates, home decor, and gifts. The Free People brand includes bohemian apparel, accessories, intimates, and swimwear. The BHLDN brand offers wedding collections. The Terrain brand sells home goods, gifts, and garden products. The Nuuly brand is a subscription-based rental service for women's apparel. The Menus & Venues brand is a hospitality group that operates restaurants and catering.
Learn more about URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)
Size
25,000 employees
Industry
Retail & Consumer Goods
Net Income
$282 million
Founded
1970
5 Year Trend
+5%
Revenue
$4 billion
NASDAQ
URBN
* Ladders Estimates

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