Are you looking for your next opportunity within User Experience (UX) ? Would you enjoy the pace and energy of a retail environment which is collaborative, fun and inclusive where people feel part of a winning team? Do you enjoy the benefits of working together in person as a team blended with the flexibility of remote working?
If the answer to the above is ‘yes’ then Wickes is the place for you!
Wickes are a digitally led, service enabled organisation with a project in every home.
We're looking for a User Experience (UX) Lead who is passionate about creating best in class customer experiences across a range of new and market leading products - someone who believes that user experiences must be seamless, consistent and user-centric.
You 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 market-leading experiences, you’ll work collaboratively across many teams in a fast moving environment with a great culture of high challenge and high support.
The role
Reporting to the Senior Digital Experience Manager, the UX manager will be responsible for the continuous improvement of user experience across the Wickes digital estate. You will ensure that the customer journey and user interface is engaging, optimised and consistent across all channels, including the website, apps and customer contact centre.
Working closely with the customer insights team and leading user testing sessions to generate first hand customer insights, you will interpret this data to make informed decisions to drive enhancements and new development through the digital product development team.
Whilst owning the user experience flows and wireframing elements, you will work closely with the Digital Experience team - including the Digital Design Manager - to turn these concepts live, then monitoring for improvements once delivered.
Principle accountabilities
Developing a clear, organised and achievable user experience plan in line with agreed business strategies and project objectives
Working collaboratively with other internal teams/channels to identify and prioritise customer experience workflows
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
Providing user experience expertise to deliver wireframed user journeys to the Digital Development Manager 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)
Taking requirements from 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.
What are we looking for?
Proven experience in conducting a user research activities
Exemplary communication skills
The ability to communicate effectively with internal stakeholders, customers and development teams
Able to demonstrate strong analytical skills with results of both qualitative and quantitative research
Committed to quality and best practice, with a sharp eye for detail
A highly motivated self-starter ready to own the role
Passionate, enthusiastic and driven
Well organised in a fast-paced environment, with adherence to tight timescales and changing priorities
Proficient in Hybris (preferred)
Proficient in Adobe, Axure and Sketch
Competent in CSS & HTML, Google Analytics and Google apps
Familiar with ContentStack CMS (preferred)
