Senior Manager, Consumer Experience & Product Innovation

Job Description

Are you passionate about creating exceptional consumer experiences and influencing product innovation? In this exciting position, you'll play a critical role within the Consumer and Shopper Engagement department. You’ll collaborate with LEGO® product design teams to champion consumer needs to drive impactful change. From influencing product designs to reimagining support strategies, your work will ensure LEGO® products continue to inspire creativity and bring joy to millions across the globe. Ready to make a difference? Join us

This role is based in Slough, UK. No relocation assistance is offered for this position.

Core Responsibilities

• Build strong relationships and collaboration between Consumer & Shopper Engagement (CSE) and the LEGO Creative Play Lab and Product Group teams.
• Champion consumer experience and be a strong advocate for consumer-centric design, focusing on some of our highest priority and most innovative products.
• Work closely with product developers, marketers and designers to influence design decisions and enable the success of our product portfolio with world-class customer support.
• Lead and develop our customer service strategy for product support, ensuring efficiency and outstanding quality.
• Develop and implement CX Testing and Analytics procedures. Evaluate and test product support for new products, sharing insights with development teams for improving the consumer experience.

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (CSE) is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO Brand.

We are a global team with global expertise in consumer experience, and we manage customer service centres in the UK, Germany, USA, Singapore and Shanghai. We support over 4 million customer engagements per year across multiple channels and communities.

The Senior Manager for Consumer Experience & Product Innovation is here to lead continuous improvement in product support, influencing product design and enabling us to deliver sustainable and world-class product support.

Do you have what it takes?

• Proven experience in consumer experience design, customer service, or product development, with a solid understanding of product development cycles and collaboration with designers, developers, marketing and technical leads.
• Strong communication and influencing skills, with the ability to build and maintain outstanding relationships and partnerships.
• An understanding of consumer insights, data analysis and reporting to drive informed decision-making.
• Demonstrated project leadership and management experience, with the ability to energise project teams, maintain momentum and positivity and navigate challenges to deliver excellence.
• Knowledge and experience of product testing programmes.
• Results oriented and able to craft clear and focused strategy to achieve success metrics.

Please note that applications will be reviewed in January 2025.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.