Lead UX and User Research Manager

Harvey Nichols; Greater London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A luxury retail company in Greater London is looking for a Lead UX and User Research Manager to enhance the digital customer experience. This role involves conducting user research, collaborating with cross-functional teams, and providing high-fidelity UX/UI designs. The ideal candidate will have significant experience in user research and interaction design, possess excellent communication skills, and be adept with design and analytics tools. A range of competitive perks and professional development opportunities will be offered.

Benefits

Up to 40% off fashion & hospitality

30% off beauty, perfumery, wine, and spirits

Clothing allowance

Competitive company benefits and training opportunities

Qualifications

• Significant experience in user research, interaction design, and product design in a retail environment.
• Expertise in UX/UI design and maintaining a scalable Design System.
• Knowledge of research methodologies and tools.

Responsibilities

• Conduct user research to understand shopping habits.
• Collaborate with teams to enhance customer journey.
• Provide high-quality UX/UI designs.

Skills

Excellent verbal and written communication skills

Highly analytical

Stakeholder management

Flexible and proactive

Commercial and results-driven

Tools

Jira

Figma

Confluence

GA4

Looker Studio

Content Square

Job description

Lead UX and User Research Manager – Head Office

Harvey Nichols is seeking a Lead UX and User Research Manager to join our Head Office team in Knightsbridge. A destination for modern luxury and exceptional service, Harvey Nichols is home to the world’s most iconic designers and brands.

As Lead UX and User Research Manager, you will be responsible for driving improvement in our digital customer experience through robust user research, data analytics, UX & UI design, creating user journeys that are seamless, engaging, and customer-focused.

About the role

• Build a deep understanding of our customers, their shopping habits and their HN digital experience through user research (qualitative & quantitative), customer feedback and analytics data
• Champion the customer in our digital strategy and development backlog for web and app, bringing recommendations backed up by data to prioritise the highest value opportunities
• Identify the best tools, partners and processes for user research and put in place a regular research cadence to inform our customer experience
• Collaborate with customers services, retail, loyalty and ecom teams to understand customer touchpoints and insights, business and customer priorities
• Create journey maps, wireframes, prototypes, interactions to develop end to end user flows, inform research and business and technical decision making
• Provide high fidelity UX/UI designs and specifications to input into development teams
• Work with design and creative to ensure brand and style guidelines follow digital best practise and are upheld across all digital touchpoints
• Run UX research projects to identify and solve customer barriers in our end-to-end customer journey, creating and sharing insights to influence change across our business teams

Is this you?

• Excellent verbal and written communication skills, and ability to collaborate and influence across different team functions
• Highly commercial, results driven, able to execute in a fast-paced environment
• Demonstrate an understanding of luxury fashion brands and their consumer
• Excellent stakeholder management skills and evidence of successful outcomes from collaborative projects
• Highly analytical and a keen eye for detail
• Flexible, proactive, ready to take the initiative with proven track record of managing multiple tasks to tight deadlines

Your experience

• Significant previous experience in user research, interaction design, product and service design in a retail or B2C multichannel environment
• Mature skills in UX/UI design and experience using software development tools eg. Jira, Figma, Confluence
• Experienced in maintaining, evolving, and governing a scalable Design System to ensure consistency and quality across products.
• Broad knowledge of research methodologies and hands‑on experience running online and offline user research and associated tools
• Competence using data and analytics tools eg. GA4, Looker Studio, Content Square

If this sounds like you, we’d love to hear from you.

How we reward your hard work

At Harvey Nichols, we champion career development and are passionate about our people. We’ll support your growth and help you build a career you love. Alongside this, you’ll enjoy a range of amazing benefits, including:

• Up to 40% off fashion & hospitality
• 30% off beauty, perfumery, wine, and spirits
• Clothing allowance
• Competitive company benefits and training opportunities

Where do I sign?

If this role has caught your eye - hit the “apply” button below to start your journey with us.