Sr. Director, Experience Design – Interconnected Experiences

Position Purpose :

The Experience Design Senior Director will leverage their background in design thinking, facilitation, research, and strategy to lead the creation of interconnected customer-centric strategies. This person will lead a large team specialized in collecting and leveraging qualitative and quantitative insights to inform and influence product, engineering, and business leaders on what changes need to happen to drive friction out of our customer’s online and in-person experience. This role is a true advocate for our customers and leverages their storytelling mastery to help others empathize and understand how The Home Depot can win every customer interaction.You will collaborate closely with various partners in Customer Experience, Product Management, Engineering, Operations, Insights, User Experience, and multiple Business Lines to understand ongoing work and orchestrate improvements that positively impact all aspects of our customer’s holistic journey with The Home Depot.

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Key Responsibilities :

• 30% - Experience Design Strategy & Planning - Create and communicate comprehensive end-to-end experience design strategies that are data-informed and evidence-driven. Collaborate with all necessary partners and stakeholders to cast a broad vision of where our customer’s holistic experience should be and how we get there. Leverage and / or create artifacts such as end-to-end customer journey maps to tell the story of where customer friction exists (online, in person, on the phone, etc.).
• 30% - Influence - Activate and conduct competitive and comparative research and analysis to formulate point-of-views on how all customer segments desire to do business with The Home Depot. Leverage all available or needed artifacts, assets, studies, insights, and resources to tell the stories that will change mindsets.
• 40% - People Leadership & Development - Shapes and supports experience design leaders (direct reports) who can strengthen The Home Depot’s user experience, improve upon existing capabilities, and develop others who understand and advocate for experience excellence across the enterprise. Attracts, retains, develops, and motivates experience design talent. Manages and coordinates strategic direction for staff. Provides leadership, mentoring, and coaching to direct reports and other senior non-direct report UX leaders.

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