Home Depot
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose The User Experience Director for Customer Experience Design 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 team and be hands-on 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
Key Responsibilities
50% Experience, Design Strategy and Planning - Consistently monitor and understand customer experience KPIs and Metrics to ensure initiatives deliver value
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
20% Leadership and 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
Direct Manager/Direct Reports
This Position typically reports to Sr. Director User Experience
This Position has 3-10 Direct Reports
Travel Requirements
Typically requires overnight travel 5% to 20% of the time.
Physical Requirements
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
Proficient in communicating, building influence, and developing relationships with functional and technical leaders across all levels in the organization
Proficient in defining, communicating, and driving end-to-end customer journey improvements
Ability to communicate, advocate for, and demonstrate the value of user experience design and research concisely, confidently, and effectively.
Proficient in shaping, aligning, and guiding the execution of strategic directions
Proficient in managing and developing direct reports who lead others
Experience leading user experience teams in a fast-paced agile environment
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years of Work Experience
10
Preferred Years of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
Competencies
Decision Quality
Persuades
Optimizes Work Processes
Customer Focus
Financial Acumen
Organizational Savvy
Excellent decision-making and problem-solving skills
Solid understanding of user-centered design processes and ability to balance customer needs with business goals in developing solutions
Proven analytical ability with demonstrated financial business planning skills
Ability to effectively negotiate conflict and persuade others on the merits of a design or other user experience solution
Demonstrated ability to develop innovative solutions
Ability to assess, prioritize, and negotiate across the business, technical, and system constraints
Ability to quickly immerse into corporate culture and align with the priorities and needs
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Position Purpose The User Experience Director for Customer Experience Design 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 team and be hands-on 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
Key Responsibilities
50% Experience, Design Strategy and Planning - Consistently monitor and understand customer experience KPIs and Metrics to ensure initiatives deliver value
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
20% Leadership and 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
Direct Manager/Direct Reports
This Position typically reports to Sr. Director User Experience
This Position has 3-10 Direct Reports
Travel Requirements
Typically requires overnight travel 5% to 20% of the time.
Physical Requirements
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
Proficient in communicating, building influence, and developing relationships with functional and technical leaders across all levels in the organization
Proficient in defining, communicating, and driving end-to-end customer journey improvements
Ability to communicate, advocate for, and demonstrate the value of user experience design and research concisely, confidently, and effectively.
Proficient in shaping, aligning, and guiding the execution of strategic directions
Proficient in managing and developing direct reports who lead others
Experience leading user experience teams in a fast-paced agile environment
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years of Work Experience
10
Preferred Years of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
Competencies
Decision Quality
Persuades
Optimizes Work Processes
Customer Focus
Financial Acumen
Organizational Savvy
Excellent decision-making and problem-solving skills
Solid understanding of user-centered design processes and ability to balance customer needs with business goals in developing solutions
Proven analytical ability with demonstrated financial business planning skills
Ability to effectively negotiate conflict and persuade others on the merits of a design or other user experience solution
Demonstrated ability to develop innovative solutions
Ability to assess, prioritize, and negotiate across the business, technical, and system constraints
Ability to quickly immerse into corporate culture and align with the priorities and needs
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