As a Digital Optimization Lead, you will drive measurable commercial growth by evaluating and improving the end-to-end customer journey across H&M US digital channels. Acting as a key partner between US Commercial teams and Global Product, UX, Analytics, and Development teams, you will identify opportunities to enhance the customer experience from discovery and consideration through purchase and retention, ensuring customer needs, business priorities, and digital investments are supported by data-driven insights and measurable outcomes.
As a key stakeholder for digital development, you will represent the voice of the US customer, guide prioritization through customer insights, performance data, and strategic relevance. Success in this role requires the ability to build alignment, influence decision-making, and drive action across global and local stakeholders to ensure US customer and business needs are effectively represented within development roadmaps.
This on-site role reports into our Digital Experience Manager and is based out of our Support Office in New York, New York.
A Day in the Life
Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities*
Lead the evaluation and optimization of the end-to-end customer journey across H&M US digital channels, leveraging customer insights, behavioral data, and performance metrics to identify opportunities, uncover root causes, and drive measurable improvements in engagement, conversion, retention, and commercial performance.
Develop business cases, success metrics, and ROI frameworks that assess the value and impact of digital experience enhancements, guiding prioritization through customer insights, performance data, business impact, and strategic relevance.
Act as a key stakeholder for digital development, representing US customer and business needs within global product discussions, roadmap planning, and prioritization processes while influencing development roadmaps and the evolution of digital experiences across the US market.
Collaborate with Product, UX, Analytics, Development, Marketing, and Commercial teams to define requirements, influence solution design, and deliver customer-centric experiences that support business objectives and customer needs.
Create competitive benchmarks and monitor industry trends to identify emerging opportunities, anticipate evolving customer expectations, and balance short-term optimization initiatives with long-term development priorities.
Who You Are:
Bachelor's degree and 5-8 years of experience in ecommerce, digital optimization, digital product management, customer experience, or a related field.
Proven experience leading digital product development initiatives from concept through launch, including business case development, prioritization, requirements definition, implementation, and performance measurement.
Strong analytical mindset with experience leveraging customer insights, digital analytics, experimentation, and A/B testing to identify opportunities, uncover root causes, and drive measurable business impact across the customer journey.
Demonstrated success influencing cross-functional and global stakeholders to drive change, secure prioritization, and deliver customer-centric improvements within a regional and global matrix organization. Skilled at building alignment across Commercial, Product, UX, Analytics, and Development teams without direct authority.
Why You’ll Love Working at H&M
We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability
We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years
You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues
We are an inclusive company where you’re encouraged to be yourself at work
You will have access to a large global talent community, where career growth and aspirations have no limits
We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match 401k, paid leave programs, and paid time off, including a community day to serve your local community
You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS
Compensation: salary is $165,760 annually**
*This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion.
**H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.
Job Status: Salaried Exempt