Head of User

Head of User : London, UKtime type: Full timeposted on: Posted 2 Days Agojob requisition id: R-16872NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world's most discerning women.Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.To support our NET-A-PORTER Site team we are searching for a Head of User Journey (f/m/d) to be based in our London office. WHAT YOU WILL DO Champion the site experience , ensuring seamless user pathways from entry to purchase and owning how customers navigate and engage across the site, connecting editorial, promotional content, and product into cohesive and commercially effective journeys. Accountable for cross-linking, promotional content placements, and circular journeys that drive engagement and return visits. Collaborate closely with Trading on navigation, PLPs, and catalogue structure, providing informed feedback and recommendations to optimise commercial impact while respecting Trading ownership. Lead site journey planning and design , ensuring content placements, campaigns, and promotional messaging are effective and aligned to customer behaviour. Define and own site performance metrics including content CTR, onward journeys, message relevance, and circular impact, using these to continuously optimise the experience. Analyse user engagement and journey performance across the site in Google Analytics and Content Square, translating insights into actionable recommendations and sharing these through weekly feedback loops and monthly business round-ups. Partner with Head of Content on what is possible on-site, providing clear guidance on feasibility and optimisation opportunities, and ensuring loops customers back into the shopping journey. Partner with Head of Content to own the overall site content plan for all HP layouts, additional assets, campaign rollouts as well as reactive placements to drive commercial goals. Oversee site planning for all commercial and service messaging, ensuring CMS workflows, calendar adherence, and high-quality delivery and testing through the team for all customer types. Lead, coach, and inspire the Site Content team, fostering a culture of entrepreneurial thinking, solution orientation, and end-to-end ownership. Direct reports include Senior Content Executive, Content Coordinators and Senior Content Producer. Ensure operational excellence and efficiency in daily site management while continuously identifying opportunities for innovation. Work closely with Editorial teams to share engagement analysis and optimise templates, flexing the capabilities of the CMS to create both engaging experiences and functional journeys. Key metrics you're accountable for: Content Click-Through Rate (CTR) and attractiveness Onward journeys and circular impact (page-to-page engagement) Attributed conversion rate (CVR) and message relevance Site efficiency and CMS workflow adherence Team performance, delivery quality, and innovation contributions WHO YOU ARE Strong strategic mindset with excellent problem-solving and creative judgement Deep understanding of luxury digital retail and customer behaviours Proven experience in planning and optimising user journeys, digital content placement, or equivalent Data-driven, able to translate insights into actionable improvements Excellent organisational skills and operational oversight capabilities Digitally fluent, with a strong understanding of CMS, web, and app ecosystems Strong communicator and influencer, able to align stakeholders and provide clear guidance Experienced in leading high-performing teams, fostering innovation and entrepreneurial culture Proactive, adaptable, and accountable with a sense of ownership over outcomes WHAT WE OFFER Performance bonus schemes dependent on the type of role you are in. A pension that both you and the company contribute to. A portal with an array of discounts on things like theme park and cinema tickets. Our famous staff discount along with exclusive staff sales. Private healthcare for you and your family. Flexible working. LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly. Experience Level: Mid-Senior levelWorkplace Type: Hybrid