Head of Digital Product Experience, North Asia

Job description

Your role @ CHANEL North Asia’s luxury retail landscape is rapidly evolving. Clients and advisors expect digital experiences that e and reaffirming our leadership in the digital age. Digital Product Experience is a new, critical capability within Digital Solutions and a central driver of CHANEL's digital transformation in North Asia. Purpose-built to translate business and CX strategies into client-centric, high-impact experiences, the team is guide are effortless, refined, and true to the House—seamlessly integrated across channels. Digital Solutions has a mandate to be a digital enabler for business divisions and markets across North Asia. Working alongside business Divisions , we translate client needs into impactful digital experiences, accelerate product development and strengthen data and analytics capabilities. Our mission is to transform the client and retail experience, ensuring Chanel consistently exceeds the expectations of our discerning clientele while preserving our heritagd by a single, clear mission: to replace assumptions with evidence-based design, and to deliver effortless digital experiences that create measurable value at every touchpoint — lifting usability, accelerating adoption, and raising UX maturity across the organisation. Every interaction is an opportunity to deliver clarity, elegance, and effectiveness, enabling business strategy while reinforcing the enduring promise of the CHANEL brand. The impact you can create at CHANEL As Head of Digital Product Experience, you will parter with division, market, and Digital Solutions leaders to define and drive the digital experience strategy for North Asia, translating business and CX priorities into client-centric, measurable outcomes across every digital touchpoint. Leading a multidisciplinary team, you will embed evidence-based design practices, build scalable design systems, and partner across Product, Engineering, Data, and Global Digital to elevate CHANEL's digital presence in the region. Digital Experience Strategy & Prioritization Set and drive the digital product experience design per product and touchpoint; translate business and CX strategies into experience strategy, blueprints, and roadmaps with targets for adoption, effort reduction, and satisfaction. Drive clienteling product strategic direction and map the digital retail application ecosystem to deliver a holistic advisor experience, ensuring seamless integration and value across all touchpoints. Partner closely with Digital Business Partners and the Strategy & Governance team to steer prioritization and keep experience investments focused on the highest value outcomes across divisions and markets. Outcome ‑ Led Experience Delivery & Usability Deliver best ‑ in ‑ class product experiences anchored to clearly defined outcomes (adoption, task success, user feedback, CES, conversion, etc. ), realizing both tangible and intangible value targets for each initiative and demonstrating clear before/after impact. Run regular experience audits to spot pain points; keep a prioritized, quantified design ‑ debt backlog; ship usability fixes in every release—while building the long ‑ term foundations (design system, content and accessibility standards, and analytics instrumentation). Deliver measurable product usability improvements, demonstrated throught Usability Defect Rate, Sevelopment Handoff Cycle Time, and Rework Due to UX Issues Client & Advisor Journey Mapping & Research Map end-to-end client and advisor journeys across channels to surface friction and opportunities and use those insights to guide prioritization and design decisions. Build research operations: run ongoing discovery and usability tests, maintain a participant panel, and centralize insights in a repository— then turn findings into clear actions and roadmap updates. Governance, Design System s & Measurement Define UX standards, content design principles, and accessibility baselines; embed checks in the product design lifecycle and manage exceptions. Partner with data teams to implement instrumentation and analytics for funnels, tasks, user feedback and features; enable test ‑ and ‑ learn . Adopt global and regional artistic direction guidelines to develop complementary design systems tailored for internal and unique products in North Asia, establishing clear adoption targets and contribution workflows . Drive adoption and satisfaction targets, measured through Feature Adoption Rate, CSAT, CES, and NPS. Design, Prototyping & Quality Gates ( Cost ‑ Efficient by Design) Use fast concepting and prototyping to make requirements clear, speed up decisions, and reduce risk before development starts. Set clear design quality checks and acceptance criteria before handoff so assets are build ‑ ready , rework is minimized, and we avoid costly changes and lost value later Market Fluency, Localization & Omnichannel Excellence Maintain deep understanding of each market’s digital landscape, culture, and ecosystem; define core experience models with guardrails that enable tailored, optimized local solutions. Connect boutique and digital journeys end ‑ to ‑ end ( e ‑ commerce , clienteling /advisor tools, services, post ‑ purchase ); define omnichannel use cases, handoffs, and KPIs for consistency, personalization, and service quality. Leadership & Capability Building As part of Digital Solutions ELC, champion user ‑ centric ways of working and scale the digital community across North Asia Proactively challenge assumptions; lead design reviews and critiques; enforce experience standards and escalate trade ‑ offs to ensure outstanding outcomes. Core KPI Management: Monitor and enhance the foll owing KPIs (but not limited to these KPIs) to ensure alignment with strategic objectives Client & User Satisfaction CSAT (Client/User Satisfaction Score) NPS (Net Promoter Score) CES (Client Effort Score) Adoption & Engagement Feature Adoption Rate Conversion/Goal Completion Rate Quality & Operational Efficiency Usability Defect Rate Development Handoff Cycle Time Rework Due to UX Issues You are energized by… Delivering high ‑ impact , client ‑ centric outcomes that move business KPIs. Turning complexity into clarity and raising UX maturity in low ‑ maturity environments. Leading multicultural teams and influencing senior stakeholders across markets and divisions . Evidence ‑ driven design, experimentation, and continuous improvement. Balancing modern digital craft with the House’s timeless standards. What you can bring to the team… Strong Portfolio & Track Record: A robust portfolio showcasing end-to-end digital product design, clear problem framing, and demonstrated results—including proven success in improving usability and building UX maturity (governance, design systems, research ops). Digital & CX Transformation Experience: Deep experience driving digital transformation and elevating customer experience (CX), with a focus on delivering business impact through customer-centric solutions. Design Mastery: Expertise in modern design and prototyping tools with proficiency in analytics, experimentation (A/B testing, funnels), and usability testing. Leadership & Influence: Inspiring leadership and team management skills, with a history of mentoring designers and influencing executive stakeholders across Product, Engineering, Data, and Markets. Strategic Agility & Ambiguity Navigation: Demonstrated ability to thrive in fast-paced, ambiguous environments— adapting quickly, making decisions with incomplete information, and providing clarity for the team. Organizational Evolution: Experience in designing and evolving organizations for the future, balancing long-term vision with the realities of ongoing transition and transformation. Retail & Omnichannel Experience: Background in luxury or retail environments, preferably omnichannel, with cultural fluency and strategic agility in North Asia. Cultural Sensitivity & Innovation: A pioneering spirit that respects Chanel’s traditions, coupled with cultural sensitivity to navigate North Asia’s diverse digital landscape and foster innovation, collaboration, and excellence. At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.