Sr Manager, Digital Experience and Insights

About the Role

Key Responsibilities

• Lead the product design process, staying ahead of market trends and best practices in product design and customer experience to ensure intuitive and engaging user experience across the website, mobile app and SiteOne's other digital properties.
• Oversee and mentor a multidisciplinary team of UX/UI designers and researchers, fostering a culture of collaboration, continuous improvement, and best-in-class digital experiences.
• Draft and lead customer insight interviews and focus groups to gather actionable feedback and validate design decisions, advocating for the customer at every stage of product development while ensuring compliance, accessibility, usability and delight.
• Map and optimize the entire customer journey, identifying and removing friction points to enhance customer satisfaction.
• Establish a design library that can make design-to-code process most efficient for developer-ready components, anticipating changing front-end technologies and ensuring portability.
• Establish and manage robust feedback loops, incorporating customer insights and data to drive continuous improvements.
• Create and maintain a comprehensive roadmap for B2B benchmarking, analyzing our product experience against industry leaders and competitors.
• Continuously benchmark our website experience, identifying opportunities for innovation and growth.
• Collaborate closely with Product, Development, Product Data, Marketing and Customer Service teams to align priorities and drive impactful outcomes.
• Champion a data-informed approach to decision-making, leveraging qualitative and quantitative insights.
• Lead Pendo strategy for digital and marketing teams, including guides, journeys, feedback published and analyzing results to share back with stakeholders.
• Manage agency relationships across all design work across SAP development and SmartEdit platforms.
• Oversee all QA testing in staging environments for visual and experiential elements.
• Demonstrate soft skills, including stakeholder management, attention to detail, critical thinking and problem solving, adaptability, and strategic thinking.
• Direct 3rd party vendors to achieve high-level output and closely manage vendor costs and contracts for greatest return on investments.

Requirements

• 7+ years of experience in UX/UI product design, research or product strategy roles, with at least 3 years in a leadership capacity.
• Bachelor's Degree in User Experience, Computer Science, or a related program.
• Experience leading customer research and translating insights into exceptional digital experiences in a collaborative, fast-paced environment.
• Experience in user research methods, usability testing and design thinking.
• Strong analytical skills with the ability to translate insights into actionable improvements.
• Experience with B2B customer journeys and competitive benchmarking.
• Excellent communication and collaboration skills, with a passion for fostering team growth and alignment.
• Proficiency in tools such as Jira, Jira Product Discovery, Confluence, Figma, Maze, Hotjar, Pendo, Adobe Analytics, Algonomy, Google Analytics, PowerBi, Fullstory, SmartEdit, WebEx, ant.design, and Microsoft suite.
• Commitment to continuous improvement and customer-first thinking.

Nice to Have

• Experience with SAP development and SmartEdit platforms.
• Experience managing agency relationships and vendor contracts.
• Knowledge of front-end technologies and design-to-code processes.

Benefits & Perks

• Competitive Compensation
• Medical, Dental and Vision plans
• Paid Time Off, Paid Holidays
• 401k with company match
• Tuition Reimbursement
• Lucrative Associate Referral Program
• Company Apparel and Work Boot Vouchers
• Opportunity for Advancement
• Paid Training and Business Certifications Available
• Free Counseling Services/Employee Assistance Program
• Life Insurance and Short- and Long-Term Disability Insurance
• Product Discounts
• Most Branches never work Sundays!