UX Manager

A little about the role...

We are currently looking for an UX Manager to join our team. You will be accountable for the continuous improvement of the user experience online via our development projects and activities across all digital and device channels. Ensuring that customer journey, user experience and the user interface is prioritised

Reporting to the Digital Development Manager, this role will work closely with the development and design teams to create user interface designs to support our digital change programme.

You will be responsible for creating best-in-class consumer experiences on our digital channels (web, mcomm), working collaboratively with developer and design resource. You will also be the brand guideline guardian for all online assets and style guide. Responsible for increasing customer satisfaction measures and directly driving online sales by increasing conversion rates on the web and mobile sites.

Principle Accountabilities

• Provide User Experience expertise to support the Multichannel Development Manager in delivering projects which are 1) consistent with Digital Brand Guidelines, 2) focussed on improving the overall user experience for visitors to Digital channels in all environments (including store) and 3) Designed to improve Customer Metric KPI’s (e.g CSAT, Conversion, frequency of visits, retention).

• Develop a clear, organised and achievable user experience plan in line with agreed business strategies and brand and project objectives and where necessary negotiate the release of resource to support priority UX Projects. Work in close collaboration with other internal teams/channels to identify and prioritise customer experience projects.

• Create comprehensive project briefs and defining the customer journey, which then enables Group IT to develop web and mobile site functions and content which deliver the best possible online experience for the customer. Typical supporting materials would include, but not be limited to; customer task objectives, brand values and business objectives combined to form main user flows, or architecture. Key wireframes, indicative design templates and content such as copy and images.

• Accountable for the successful end-to-end project management and delivery of customer experience projects, with an emphasis on highly effective stakeholder management across a variety of Wickes and Group teams to achieve this including; E-Commerce, IT, Insight, Brand Communications, Publications and Digital and Direct Marketing.

• Provide the broader marketing team with the framework for the creative look and feel of the web and mobile sites, ensuring adherence to brand guidelines and delivering online-appropriate interpretations of key marketing messages. In conjunction with the Digital Experience team and external agencies ensure that the web and mobile sites are visually and tonally aligned with other channels to contribute to a unified view of the brand.

• Lead a flexible resource and team of UX/UI specialists and manage support resources from external agencies and suppliers to effectively deliver UX Projects and developments. Following Agile Working principles and practices to liaise with Group IT throughout development to ensure customer requirements are interpreted correctly.

• Be accountable and responsible for owning and managing the UX development budget.

• Ensure that appropriate testing and measurement is in place for all customer experience projects and that they are successfully delivered against their objectives, reaching the target customer with the right message in the most appropriate way for the medium.

• Provide support for the skill development of Digital Experience Designers and mentoring.

What Are We Looking For?

• Experience in customer experience delivery and management  

• Good understanding of customer insight and engagement, particularly online

• Strong project management  

• Agency management  

• Ability to interface between marketing and technology functions  Ability to balance delivery of immediate tactical work with longer-term

• Proficient in Creative cloud, Axure, Sketch.  Competent in CSS & HTML

• Google Analytics  Google Apps

• Degree educated with a Marketing related degree/Other