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About the Role

CHANEL is seeking a Group Director, Personalization & UX Research to join the Digital & Client Experience (DCX) organization. This role will define the long-term vision and drive the roadmap to deliver digital personalization across luxury retail divisions. The Personalization & UX Research leader will develop and execute strategies that deepen client relationships and foster client loyalty, ensuring best-in-class, tailored digital and omni-channel experiences. This role focuses on advancing digital personalization and experimentation through scaling data-driven, automated, and relevant client journeys while maintaining a human touch, and overseeing current initiatives.

Responsibilities

Define and lead CHANEL's long-term digital personalization strategy across all three divisions, aligning 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.
Identify 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 the 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.

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.
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.

Skills

Digital personalization
Experimentation
UX research
Personalization and testing platforms
Monetate (familiarity is a plus)
Strategic thinking
Technical fluency
Stakeholder influence
Communication
Storytelling

Location

New York City

Work Type

Onsite (3 days in office)
Remote (up to 2 days)

Experience Level

10+ years relevant experience

Education Level

Bachelor’s degree or higher preferred

Salary/Compensations

$127,000-$180,000

Benefits

Dedicated paid time off for wellbeing (2-week August Office Closure)
Wellbeing fund
Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
Generous paid time off policies (vacation, holiday, sick and volunteer days)
401K and other incentives
Robust healthcare offerings (medical, dental, vision, MDLIVE, One Medical, Flexible Spending Accounts, Health Savings Account, Employee Assistance Program)
Life insurance
Accidental Death & Dismemberment
Short Term Disability
Long Term Disability
Health Advocate
International Business Travel Accident & Medical
Commuter Transit & Parking

About the Company

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.
We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams.
Chanel is a private company whose values are grounded in creating conditions for people to perform at their best and feel fulfilled and confident in their work.
We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth.
Diversity and Inclusion: At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
Chanel Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
Sustainability: CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
Arts and Culture: We are committed to extending our legacy of cultural engagement.
Fondation Chanel: Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.
Career and Leadership Development: We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

Equal Opportunity

We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.