Free People Manager, Global Customer Experience & Insights

Role Summary

Free People is looking for a Manager of Global Consumer Insights & Research will collaborate with a wide range of cross-functional teams across the URBN brands and contribute to an environment of fact-based, data-driven decision-making. The ideal candidate is curious and will generate qualitative & quantitative insights that deepen our understanding about our customer, including their preferences and behavior.  

Role Responsibilities

Responsibilities 

• Own the end-to-end research roadmap, managing timelines, priorities, and deliverables across simultaneous studies 

• Oversee technical survey & research execution, including programming, QA, copy and creative asset coordination, distribution and monitoring 

• Conduct journey mapping, concept testing, and usability studies to inform product and creative decisions 

• Design and execute UX research to evaluate digital touchpoints, app experiences, and site usability across web and mobile platforms 

• Lead day-to-day management of customer panel communication and develop ideas to maintain engagement and retention 

• Collaborating with partner teams to turn insights into action including but not limited to: shaping product & buying strategy, site experiences, marketing messaging, campaign direction 

• Manage day-to-day relationships with agency account teams and support resources 

• Evaluate and implement emerging research technologies, including AI-assisted analysis and behavioral analytics tools 

Role Qualifications

Qualifications 

• 5+ years of experience in consumer & market research, CX/UX, ideally in retail, eCommerce (1-2 years in a manager role preferred) 

• Demonstrated experience leading multi-method research programs (quantitative, qualitative, and mixed-methods) from design through delivery & action 

• Exceptional storytelling and data visualization skills; ability to translate complex findings into compelling, decision-ready narratives 

• Experience conducting or overseeing UX research including usability testing, concept validation, and digital experience evaluation 

• Extremely detail-oriented, with an ability to manage multiple projects simultaneously 

• Proven ability to manage and grow a team, with strong coaching & performance management skills 

• Strong interest in psychology, sociology, behavioral economics and fashion/retail 

• Solid understanding of Qualtrics or similar logic-based survey software, a plus 

• Experience with SPSS, SAS, or other statistical analysis program, a plus 

• Comfort operating in a fast-paced, brand-led environment 

 

Education 

• Bachelor’s Degree in Psychology, Statistics, Marketing, Communications, Economics or a related field 

 

 

#LI-MW3 

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits 

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.