Chanel Head of Digital Product Experience

About Chanel

Chanel is an independent global couture and luxury house renowned for its heritage in haute couture, ready-to-wear, accessories, fragrance and beauty. The maison combines artisanal craftsmanship with contemporary innovation and maintains a discrete, highly curated global presence across retail, digital and creative platforms.

Role & Responsibilities

• Lead digital product experience strategy for North Asia by translating business and CX priorities into client-centric, measurable outcomes across all digital touchpoints
• Define and drive digital product design strategy per product and touchpoint, creating experience blueprints and roadmaps with adoption, effort reduction, and satisfaction targets
• Direct clienteling product strategy and map the digital retail application ecosystem to deliver a holistic advisor experience with seamless integration across channels
• Partner with Digital Business Partners and Strategy & Governance teams to prioritize experience investments and ensure alignment with highest-value outcomes across divisions and markets
• Deliver best-in-class product experiences anchored to clearly defined outcomes—adoption, task success, user feedback, conversion—demonstrating measurable before/after impact
• Conduct regular experience audits to identify pain points and maintain a prioritized, quantified design-debt backlog with usability fixes shipped in every release
• Map end-to-end client and advisor journeys across channels to identify friction and opportunities, using insights to guide prioritization and design decisions
• Build and maintain research operations including ongoing discovery and usability testing, participant panels, and a centralized insights repository with clear action plans
• Define UX standards, content design principles, and accessibility baselines; embed quality checks in the product design lifecycle and manage exceptions
• Partner with data teams to implement analytics instrumentation for funnels, tasks, user feedback, and features; enable test-and-learn capabilities
• Adopt global and regional artistic direction guidelines to develop complementary design systems tailored for North Asia, establishing clear adoption targets and contribution workflows
• Drive adoption and satisfaction targets measured through Feature Adoption Rate, CSAT, CES, and NPS
• Use fast concepting and prototyping to clarify requirements, accelerate decisions, and reduce risk before development begins
• Set clear design quality checks and acceptance criteria before handoff to ensure assets are build-ready and rework is minimized
• Maintain deep understanding of each market's digital landscape, culture, and ecosystem; define core experience models with guardrails for tailored, optimized local solutions
• Connect boutique and digital journeys end-to-end (e-commerce, clienteling tools, services, post-purchase); define omnichannel use cases, handoffs, and KPIs
• Champion user-centric ways of working as part of the Digital Solutions Executive Leadership Community; scale the digital community across North Asia
• Lead design reviews and critiques; enforce experience standards and escalate trade-offs to ensure outstanding outcomes
• Monitor and enhance key performance indicators including Usability Defect Rate, Development Handoff Cycle Time, Rework Due to UX Issues, Feature Adoption Rate, Conversion Rate, CSAT, NPS, and CES

Qualifications

• Robust portfolio showcasing end-to-end digital product design, clear problem framing, and demonstrated results in improving usability and building UX maturity (governance, design systems, research operations)
• Deep experience driving digital transformation and elevating customer experience with a focus on delivering business impact through customer-centric solutions
• Expertise in modern design and prototyping tools with proficiency in analytics, experimentation (A/B testing, funnels), and usability testing
• Proven track record of inspiring leadership and team management with experience mentoring designers and influencing executive stakeholders across Product, Engineering, Data, and Markets
• Demonstrated ability to thrive in fast-paced, ambiguous environments—adapting quickly, making decisions with incomplete information, and providing clarity to teams
• Experience in designing and evolving organizations for the future, balancing long-term vision with ongoing transition and transformation
• Background in luxury or retail environments, preferably omnichannel, with cultural fluency and strategic agility in North Asia
• Pioneering spirit that respects heritage and tradition coupled with cultural sensitivity to navigate North Asia's diverse digital landscape and foster innovation

Skills

Experience

10–15 years of progressive experience in digital product design, user experience leadership, and customer experience transformation, with at least 5 years in a senior leadership role managing multidisciplinary teams. Demonstrated success in luxury retail or omnichannel environments, preferably in North Asia or similar complex, multicultural markets.

Education

Bachelor's degree in Design, Computer Science, Business, or related field. Advanced degree or executive-level certifications in UX, product management, or digital leadership are advantageous.

Workplace

Culture

Chanel emphasises creative excellence, rigorous attention to detail and a strong sense of heritage across all teams. The working environment is international, collaborative and high‑expectation, offering exposure to cross‑disciplinary projects that blend artisanal tradition with modern digital innovation.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.