hero

Senior Manager, UX Research

Lululemon

Lululemon

Design
Vancouver, BC, Canada
Posted on Wednesday, August 9, 2023
who we are
lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.
About this team
The UX Research function is a key part of the Global Digital Omni Guest Support team in that it provides a cross-team specialist capability in understanding user needs, user testing designs and concepts, and providing insights to shape key priorities across digital (ecommerce site and app), omni, call center, and store experiences for guests (customers) and educators (store and call center employees serving customers). 
A day in the life: 
  • Lead, coach, and develop a team of UX researchers; including leads and senior researchers
  • Identify and manage 3rd party research agencies to deliver key research studies as needed
  • Develop and maintain a strategy, approach, and roadmap of UX Research work supporting the Global Digital Omni Guest Support portfolio 
  • Deliver key insights from variety of UX Research methodologies to shape product roadmaps, highlight user experience opportunities, and get user feedback on new and existing experiences 
  • Review, provide feedback on, and approve UX research strategies, and other artifacts developed by the team
  • Participate in and contribute to the development of Global Digital Omni Guest Support experience vision
  • Provide insights on new and existing features and functionality and the overall guest and educator journey to refine experience enhancements 
  • Ensure smooth delivery of high quality deliverables across multiple projects at any given time, providing oversight and guidance while empowering team members with clear direction, feedback, and support
  • Influence and work cross functionally with teams, such as: Product Management, Technology, UX Design, Brand Creative, Analytics & Optimization, Digital Strategy, and business stakeholders to build UX Research strategies that ultimately deliver end user experiences that align with the Global Digital Omni Guest Support portfolio goals
  • Own the team structure and vision for the UX Research team, including resourcing, hiring, team development, growth and succession planning
  • Recruit, hire, manage and mentor top UX Researchers. Develop relationships with relevant agencies and independent contractors
  • Establish and mature overall UX Research principles, practices, tools, and standards in collaboration with broader UX team
  • Manage partnerships with external vendors including services, budget, and contracts in partnership with department VP
  • Provide input into AOP and other funding activities and development of related materials
  • Coordinate workshops to gather input from various team members and stakeholders
  • Create and deliver executive level presentations 
Qualifications:
  • 10+ years of experience UX Research, preferably in multi-channel retail/ecommerce or related industry
  • Minimum of 3 years of direct people management experience
  • BS or BA degree or equivalent experience: behaviorial or social science, human-centered interaction, UX/UI design or related field of study
  • Successful experience directly managing and mentoring researchers, including hands-on teaching and development
  • Experience leading multiple large-scale projects with a variety of stakeholders
  • Strong leadership, strategic thinking, and practical organizational planning skills
  • Expertise across all facets of user experience, spanning strategy, user experience, user research/assessment, prototyping, and user adoption
  • Superior communication and compelling presentation skills (verbal and written)
  • Practical understanding (including capabilities and limitations) of digital ecommerce and omni experiences used to build rich experiences (iOS, HTML 5, CSS, Javascript) in an agile delivery model
  • Experience translating user research studies and similar approaches, analytics and best practices into actionable insights for stakeholders and leaders
must haves
  • Acknowledge the presence of choice in every moment and take personal responsibility for your life.
  • Possess an entrepreneurial spirit and continuously innovate to achieve great results. 
  • Communicate with honesty and kindness and create the space for others to do the same. 
  • Lead with courage, knowing the possibility of greatness is bigger than the fear of failure. 
  • Foster connection by putting people first and building trusting relationships. 
  • Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.
Additional Notes
Immigration support is potentially available for this role.

#LI-Hybrid