Group Director, Personalization & UX Research

Group Director, Personalization & UX Research

Location:

New York City – 3 days in office, up to 2 days remote.

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, ensuring CHANEL US delivers best‑in‑class, highly tailored digital and omni‑channel experiences.

• 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, 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.

• 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.

• Minimum of 10 years relevant experience in digital personalization, experimentation or UX research with demonstrated success 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 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, translating technical concepts and data‑led insights into compelling narratives for executive and cross‑functional audiences.

Location:

New York City – 3 days in office, up to 2 days remote. Minimum of 10 years relevant experience in digital personalization, experimentation or UX…