Opportunité de carrière
RLE-EU Customer Experience AB Testing Assistant
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
Ralph Lauren is looking for an experienced, self-directed and highly motivated Customer Experience AB Testing Assistant to support in the testing and implementation of CRO/UX projects across mobile, desktop and in-store devices. You should be passionate about the omnichannel experience in a luxury environment and have a customer centric mindset. This position, which reports into the Customer Journey Optimisation Manager, is key in contributing to the overall improvement of how our customers engage with our brand via digital experiences. You must be able to understand user behaviours and customer journeys through A/B testing and analytics methodologies, eCommerce technology, and other data sources to understand the full end-to-end customer journey. You will be able to influence the EMEA testing roadmap based on the customer journey by leveraging the data and research to suggest new or improved site features and content.
Essential Duties & Responsibilities
Cross Functional Partnerships: |
| • Global Testing Team (NA, EMEA, APAC) • Global Personalization (PZ) Team • Global Digital Design • EU Product Team • EU Visual Merchandising • EU Content Team • EU CRM • EU CIX • EU Retail Operations • Marketing
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Primary Responsibilities: |
| • Bring the EMEA testing roadmap to life through test ideation, test development and setup, QA / UAT of experience, and deliver data and reporting • Take full responsibility of the EMEA AB Testing Roadmap and proactively address issues. • Partner with Manager to optimize the customer journey across all devices and customer touch points • Partner with Manager & UX designer on vision and tactics • Develop data driven PoV on all issues that may impact revenue and CX, identifying areas of opportunity • Support manager in representing the EU in Global Testing and Personalization meetings • Assist in the maintenance of existing third-party relationships and the setting up of new ones |
Experience, Skills & Knowledge
Time Allocation:
- 40% A/B Testing + QA
- 30% Cross functional meetings – with internal and external stakeholders
- 15% Customer Journey
- 15% Training and Development (primarily learning)
Main Accountabilities:
- Journey Optimization and Testing
- Review and interpret user behavior to identify areas of optimization for test ideation and development
- Test ideation, test development and setup, QA / UAT of experience, and delivery of data and reporting
- Assist in devising and owning the testing and UX intake process to manage stakeholders
- Partner with Manager and UX Designer(s) on the vision and devise the UX and Testing Roadmaps
- Influence the RL e-Commerce consumer journey from a user experience point of view
- Be the voice of the customer both internally and externally, across all relevant projects, recommending best approaches for implementation
- Work cross functionally – both internally and externally - to enhance the consumer journey
Insights:
- Gather data from third party tools in order to drive insights and recommendations
- Analyze and evaluate business plans to inform test activities and direction
- Prepare strategic decisions as well as trade-offs based on project priority, using data
- Collaborate with wider business to gather data and requirements
- Partner/collaborate with the team on insights to inform BAU activities
- Partner with CIX and Digital Commerce insights team quarterly to inform the roadmap to ensure we are focusing on what matters
Collaboration:
- Assist in the maintenance of relationships with relevant third-party partners
- Assist in identifying projects for partnership along with department leaders and varied key partners across the EU and Global teams
- When needed, represent EMEA in Global Testing and Global Personalization meetings
- Build and maintain strong cross functional relationships to ensure the consumer journey is as smooth and relevant for the customers who visit the Website or APP.
Team:
- Publicise the roadmap, ensure you are continuing to update the team on changes and ensure they are aware and understand their role to play so they are fully engaged
- Be a key advocate for all team members, ensuring you are a positive change agent as the business continues to evolve
Knowledge, Technical Skills and Experience:
- 1+ full strategic cycles of experience working in an eCommerce environment as an AB Testing Specialist, User Experience Specialist or similar position, responsible for defining the customer journey and test roadmaps.
- Experience within a transactional site is essential, fashion (luxury) preferred.
- Analytically savvy, know your way around Adobe and/or Contentsquare Analytics.
- Experience of working with Salesforce Commerce Cloud and a Personalization and A/B Test platform is a must.
- The ability to analyze data and create a working theory from data sets to challenge the way we do things and find better solutions.
- Strong grasp of current web technologies, digital innovations and best practices.
- 3rd party vendor management.
- Demonstrate honesty and sincerity.
- Be answerable for outcome and acknowledge mistakes.
- Adhere to deadlines and promptly respond.
- Foster an open dialogue and clearly articulate ideas.
- Consistently maintain work quality and follow procedures.
- Arrange tasks and self efficiently keep online workspaces orderly.
- Review work thoroughly and identify errors promptly.
- A basic understanding of HTML & CSS - basic coding and troubleshooting.
