Group Director, Personalization & UX Research

Chanel is seeking a Group Director, Personalization & UX Research to shape the long-term vision and roadmap for digital personalization across its luxury retail divisions in the US. In this hybrid role based in New York City, you will lead personalization strategy and UX research programs, partner with cross-functional teams to drive experimentation, and help create highly tailored digital and omni-channel experiences.

What Chanel offers

• Wellbeing support including dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
• Family and care benefits such as inclusive parental leave, fertility support, MilkStork, and Care.com Membership
• Generous paid time off covering vacation, holiday, sick, and volunteer days
• Financial incentives including 401K and other incentives
• Robust healthcare with medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account, and Employee Assistance Program
• Protection and support including life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

How you will create impact

• Strategic Personalization Vision & Roadmap: define and lead Chanel’s long-term digital personalization strategy across three divisions, aligned with business priorities and the broader client experience vision
• Experimentation & UX Research Management: oversee the US UX Research program, guide testing roadmap and processes, and ensure experiments are designed to produce actionable insights for digital optimization and enhanced client experience
• Team Leadership: lead, mentor, and grow a high-performing team of two, including a Manager, Personalization & Experimentation and a Specialist, Personalization & Testing Operations

Responsibilities

• Develop and drive a strategic roadmap for 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 to accelerate transformation, remove friction, and scale personalization effectively
• Serve as a thought leader and advocate for personalization and experimentation, influencing senior leaders and aligning global and local stakeholders
• 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 US taskforce calls and maintaining relationships with global and regional partners
• Prioritize initiatives across roadmap projects and business-as-usual work, ensuring the team is resourced to deliver meaningful impact
• Oversee resource planning, budgets, and vendor relationships to support strategic goals
• Champion a culture of collaboration, innovation, and continuous learning across the team and cross-functional partners

Requirements

• 10+ years of relevant experience in digital personalization, experimentation, or UX research, with demonstrated success driving personalization and experimentation strategies at scale
• Strong leadership and people management experience, including building and developing high-performing teams with 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 with strong technical fluency, comfortable partnering with Tech teams and guiding complex system evolutions from vision through delivery
• Proven ability to influence and align diverse global and local stakeholders through complexity with a well-informed, persuasive point of view
• Rigorous attention to detail and quality to ensure personalization and experimentation outputs are accurate and high impact
• Excellent communication and storytelling skills to translate technical concepts and data-led insights into clear narratives for executive and cross-functional audiences
• Bachelor’s degree or higher (preferred)

Technologies

• Monetate
• MDLIVE
• One Medical

Position logistics

• Location: New York, NY (hybrid)
• Work arrangement: 3 days in office and up to 2 days remote

Compensation

The anticipated base salary range for this position is $127,000-$180,000 per year. A base salary is one component of total compensation and other forms of variable pay may be offered, such as bonus potential, benefits, and/or perks.