UX Manager FTC

We're looking for a User Experience (UX) manager 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. 

Working on a 12-month fixed term contract as maternity cover, you’ll 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.

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.

What you’ll be doing: 

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.

Liaising with off-shore development teams throughout development to ensure customer requirements are interpreted correctly.

What we’re looking for

• Proven experience in conducting 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) 

What can we offer you?

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. 

We’ll also equip you with a benefits package that includes: 

Competitive bonus

Save-as-you-earn scheme

Private Medical and Life Assurance

Contributory pension scheme

Colleague discount 

Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. 

You’ll work from our Support Centre in Watford, where our marketing team are based, along with our other support functions.  We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture.  We are also encouraging our teams to work flexibly, with a blend of remote / office working. 

About Us: 

Wickes is a multi-channel retailer operating in the home improvement market.  With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.  

But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive 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’ll make you feel right at home.