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Ecommerce Customer Experience (UX) Analyst, Timberland EMEA
VFC
Stabio, , Switzerland
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Key responsibilities will be overseeing all onsite data analytics across the Timberland websites, leading our Conversion Optimisation (CRO) program and driving AB / multi-variate testing throughout the end-to-end customer experience.
Role focus:
Delivering a best-in-class service experience for all Timberland customers, through ongoing website optimisation based on user analytics. The role is responsible for identifying opportunities to enhance user experience, building a robust multi-faceted testing program and ensuring full solution implementation when appropriate. Playing a key role in total business analytics, KPI forecasting, measurement and dashboard reporting will be key functions of the CX Analyst.
Key accountabilities include:
• Ownership of ecommerce analytics dashboards & KPI modelling.
• Working across web development, web design and system integration to ensure that conversion rate is optimized and opportunities for improvement identified.
• Conduct ongoing research on usability and customer experience, with a view to applying learnings into the Timberland experience.
• Implementation of continual A/B testing, Conversion Rate Optimisation (CRO) and User Experience programs on an ongoing basis.
• Work with internal & external design teams to prepare mockups, prototypes, wireframes and interaction designs.
• Lead relationships with key technology vendors for Customer Experience testing: currently Monetate, HotJar & Opinion Lab.
• Be internal expert for website analytics, driving a data culture throughout the team by enabling dashboards for colleagues (Adobe & Google)
Essential
• An analytics expert, with exposure to working across a number of analytics services (Google Analytics skillset essential)
• Thorough understanding of user interface design, information architecture and human factors
• Knowledge of HTML, CSS, JavaScript and other UI development tools
• Strong project management, communication and organisational skills
• Ability to build long term relationships & communicate with a wide range internal and external parties, either with business or technical background
• Exposure to working within a business trading across multiple territories.
• Proficiency in written and spoken English.
Preferred
• Masters level education
• Footwear & Apparel background