Head of Online

5 days ago

Warrington, United Kingdom Sofology Full time

Your new role **What are you here to do?**‘Nothing feels like..’ a Sofology customer experience. So, your role in creating and executing unrivalled online user experiences that empower our customers to shop simply, is a pretty important one. Immersing our customers with the design, visualisation, formatting and the tech we use, making the sofa shopping experience impeccable, easy, but.. still unique.

**How will you do it? **Know our customer inside out, then rolling out the red carpet with every online interaction and click. Allowing our customers to shop with ease or transition to store seamlessly. Ensuring the UX roadmap is fit for the future, continuously researching and testing so that when we make a decision, it’s without question, the right one.

**The day to day bits..**
- Research: Create an immersive & interactive experience for customers researching the perfect sofa online
- Omnichannel: Make it really easy to purchase online, or to continue the journey to store
- Post Purchase: Keep them updated from the order through to delivery
- Design: Drive the execution of design projects, ensuring creativity and innovation and working closely with brand teams to stay consistent with customer touchpoints
- Build and implement our online roadmap - Understand our customer pain points in the online journey, looking at trend analysis, funnel metrics and sales data
- Understand: the online sofa landscape to drive ideas & inspiration, this will all support building out a prioritised roadmap
- Working closely with the brand team to intertwine all aspects of brand through digital elements, ensuring look and feel of all customer assets are aligned.
- Overall accountability for online performance and driving footfall into Sofology retail stores
- Create intuitive and elegant UX experiences, based on researching and testing customer behaviours when they shop with us
- Identify opportunities and finding the solution to the problem
- Develop and maintain a UX strategy that is clear and guides designers, product owners and tech teams towards roadmap and business objectives
- Utilising your roadmap to regularly run user testing that spearheads continuous improvement, using data to make informed decisions.
- Design all UX best practises and processes, embedding these into the team
- Prepare and perform usability tests with users to gather direct feedback
- Managing 3rd party relationships (Front End) and ensuring that they are delivering to SLA’s and guidelines

**Experience we'd love you to showcase**
- Proven experience in designing, owning and delivering a UX roadmap to improve online user shopping experience
- In Depth understanding of best practices for UI and UX on mobile, and desktopAdept in collecting, analysing and prioritising user feedback to make informed decisions
- Sound understanding of AB testing and customer personalisation
- Understanding and/or hands-on experience in software development and web technologies
- Experience working in an omni-channel retailer, with proven track record of delivering successful customer experiences with measured results

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