Group Director, Personalization & UX Research

About the role:  

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.  

What impact you can create at CHANEL: 

Strategic Personalization Vision & Roadmap 

• 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 

Experimentation & UX Research Management 

• 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 

Team Leadership  

• 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 

You are energized by: 

• Delivering best-in-class personalization journeys that create an elevated luxury client experience 

• Leading teams and cross-functional partners through complex, transformative initiatives with clarity and conviction 

• Navigating ambiguity and complexity with creativity and a solutions-oriented mindset 

• Inspiring and developing talent to achieve their full potential 

• Building trusted partnerships and influencing across diverse teams and senior stakeholders, towards shared client-centered outcomes 

• Exploring the frontier of machine learning and artificial intelligence to amplify personalization and experimentation impact, while thoughtfully preserving the human touch 

• Thriving in a highly collaborative, fast-paced environment 

What you will bring to the team: 

• 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

Position Logistics: 

• Position based in New York City; 3 days in office and up to 2 days remote 

• Minimum of 10 years relevant experience in digital personalization, experimentation, or UX research with demonstrated success in driving personalization and experimentation strategies at scale.  

• Bachelor’s degree, or higher, preferred 

 Compensation:      

• The anticipated base salary range for this position is $127,000-$180,000.  A base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.    

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 Benefits and Perks:      

• 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    

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