UX Lead - Customer Experience

We are pleased to announce that we are on the lookout for a passionate and enthusiastic UX Manager to join our team here at Wickes in our Support Centre.

The ideal candidate will be able to take an idea from concept, through design and test and into production at pace, underpinned by robust data and customer insight. Confident in your ability to create great experiences, you’ll work collaboratively across many teams in a fast moving environment with a great culture of high challenge and high support.

You will be responsible for:

• Increasing customer satisfaction scores

• Increasing conversion rates across digital channels

• Influencing customers who research online who go on to shop in store

Key Responsibilities:

• Providing user experience expertise to support the Digital Development Manager in delivering products which are:
  
  1) Consistent with our digital brand guidelines
  2) Focussed on improving the overall user experience for visitors to digital channels in all environments (including store)
  3) Designed to improve customer metric KPIs (e.g CSAT, conversion, frequency of visits and retention).

• Developing a clear, organised and achievable user experience plan in line with agreed business strategies and project objectives and where necessary, securing resources to support priority UX projects. Working collaboratively with other internal teams/channels to identify and prioritise customer experience projects.

• Taking requirements from Product Owner briefs, defining the customer journey, to enable development of digital functions and content which deliver the best possible digital 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.

• Working closely with a flexible resource and team of UX/UI specialists and resources from external agencies and suppliers to effectively deliver UX projects and developments. Following Agile Working principles and practices to liaise with off-shore development teams throughout development to ensure customer requirements are interpreted correctly.

• Leading the user testing workstream, to gather insights first hand and make data driven decisions. Implementing a new ‘fast feedback’ route on digital channels, to survey small changes and identify quick wins. Ensuring that success metrics are in place to measure the success against objectives, reaching the target customer with the right message in the most appropriate way for the medium.

What are we looking for:

You will be: 

• Skilled in conducting a wide range of user research activities

• Committed to quality and best practice, with a sharp eye for detail

• A highly motivated self-starter ready to own the role and run with it

• Passionate, enthusiastic and driven

• An excellent communicator, able to switch between stakeholders, customers and development teams

• Well organised in a fast-paced environment, with adherence to tight timescales and changing priorities

• Able to demonstrate strong analytical skills with results of both qualitative and quantitative research

• Proficient in Adobe, Axure and Sketch  

• Competent in CSS & HTML, Google Analytics and Google Apps  

• Degree educated with a Marketing related degree/or similar

• Proficient in Hybris (preferred) 

• Familiar with ContentStack CMS (preferred) 

What can we offer you:

Wickes’ culture is a best kept secret; it's a collaborative, down to earth, fun and exclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we will make you feel right at home.

Please note: All offers of employment are subject to DBS / background checks