Lead UX and User Research Manager

Lead UX and User Research Manager – Head Office, Knightsbridge, Harvey Nichols

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

About the role

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 seamless, engaging, customer‑focused journeys.

Key responsibilities & deliverables

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

Is this you?

• Excellent verbal and written communication, and ability to collaborate and influence across teams.
• Highly commercial, results driven, able to execute in a fast‑paced environment.
• Demonstrated understanding of luxury fashion brands and their consumers.
• Excellent stakeholder management and evidence of successful collaborative outcomes.
• Highly analytical with a keen eye for detail.
• Flexible, proactive, and ready to take initiative; proven track record managing multiple tasks to tight deadlines.
• Significant experience in user research, interaction design, product and service design in a retail or B2C multichannel environment.
• Mature UX/UI design skills and experience with software development tools (e.g. Jira, Figma, Confluence).
• Experience 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 research with associated tools.
• Competence using data and analytics tools (e.g. GA4, Looker Studio, Content Square).

What we offer

• Competitive salary: £100,000.00
• Up to 40% off fashion & hospitality.
• 30% off beauty, perfumery, wine, and spirits.
• Clothing allowance.
• Competitive company benefits and training opportunities.

If this sounds like you, we’d love to hear from you. Apply now to start your journey with us.

Seniority level: Not Applicable

Employment type: Full‑time

Job function: Management. Industry: Retail

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