Senior Partner Experience Specialist (E-commerce Fulfillment Journeys)

Supply & Logistics Porto, Portugal


The Role:

We’re looking for a Senior Partner Experience Specialist, as part of our Discovery area of the team. You’ll be responsible for designing our retail partner’s experience within the e-commerce order fulfillment related journeys, including all linked system and tools. You’ll be working closely with our partners, being their champion to improve their e-commerce fulfillment processes, boosting their operational efficiency, while delivering Farfetch strategy.


What you’ll do:

  • Drive the end-to-end Partner Experience across the fulfillment and return processes, ensuring seamless partner journeys, as well as guaranteeing their operational efficiency, collaborating cross-functionally with relevant teams and Fulfillment Development consultants;
  • Define design principles and methodology to map our partner journeys (including personas, journey maps, task models, etc);
  • Understand the current state of the different journeys, gaps and pain points, including a full understanding of partner's business drivers and needs and turning them into requirements, that can be translated into a logical and comprehensive roadmap;
  • Be the key point of contact from the business to product owners and UX teams, defining the long term roadmap and other initiatives impacting Farfetch systems and tools supporting partners on the fulfillment processes (Farfetch has their own OMS);
  • Have an helicopter view of all the different activities and stakeholders related with our scope, ensuring alignment and synergies among all different workstreams;
  • Independently manage all stages of research and implementation, from managing stakeholders, project set-up, data collection to analysis and reporting;
  • Work with business analysts to leverage research data as well as other relevant data sources, to guarantee world wide implementation of the agreed Fulfillment Experience transformation roadmap;
  • Continuously research the market and detect new trends and solutions in the partner operations scope to keep improving our products and services;
  • Contribute to improving team’s knowledge by sharing up-to-date research trends and methodologies through market research;



Who you are:

  • A degree educated professional, with a proven track record in a similar role, preferably within operations or in a consumer insights/experience role;
  • Experienced with end-to-end research projects in a business environment;
  • Knowledgeable or had extensive exposure to user-centered design principles and tools (personas, process mapping, journeys maps, task models);
  • Experienced or had exposure in e-commerce, operations, logistics or in data-driven product development teams is a big plus - you’ll be constantly visiting and working directly on the shop/warehouse floor;
  • Comfortable using both qualitative and quantitative data analysis in your decision making process;
  • Excellent interviewing, with great communication and social skills - you’ll be collaborating with many stakeholders and in direct communication with our boutique and brand partners;
  • Excellent in facilitating and managing workshops;
  • A team contributor, while having the skills to work under your own initiative independently.
  • Excited to work in a high energy, agile setting and able to prioritize initiatives effectively;
  • Fluent in English, both spoken and written, Italian is a big plus;
  • Available to travel up to 30% of your time, visiting partner’s facilities and other Head Offices as needed;