Contractors’ Warehouse —
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.

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

Direct Manager/Direct Reports:

• This Position typically reports to the Vice President
• This Position has up to 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 18 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
• Bachelors in Human-Computer Interaction (HCI), Psychology, Information Science, Interactive Design, or related field
• Experience creating strategic experience design artifacts (customer journey maps, service blueprints, etc.)
• Deep understanding of ideation, prototyping, testing, design frameworks, and concept visualization
• Experience and expertise in data analysis, service design, content strategy, end-user research, and design thinking frameworks
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Minimum Years of Work Experience:

• 10
   

Preferred Years of Work Experience:

• 10

Competencies:

• Decision Quality
• Builds Effective Teams
• Cultivates Innovation
• Plans and Aligns
• Communicates Effectively
• Organizational Savvy