User Experience Director
The Home Depot
Job Description
About the Role
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
- 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 the customer's holistic experience should be and how to achieve it.
- Leverage and/or create artifacts such as end-to-end customer journey maps to tell the story of where customer friction exists across online, in person, and on the phone.
- Activate and conduct competitive and comparative research and analysis to formulate points-of-view on customer segments and how they desire to do business with The Home Depot.
- Leverage insights, artifacts, studies, and resources to tell stories that influence mindsets.
- Shape and support experience design leaders who can strengthen The Home Depot's user experience, improve capabilities, and develop others.
- Attract, retain, develop, and motivate experience design talent.
- Manage and coordinate strategic direction for staff.
- Provide leadership, mentoring, and coaching to direct reports and other senior UX leaders.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Proficient in communicating, building influence, and developing relationships with functional and technical leaders across all levels.
- 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 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.
- Typically requires 10 years of work experience.
- Knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.
Nice to Have
- Experience leading user experience teams in a fast-paced agile environment.
Qualifications
- High school diploma and/or GED.
Working at The Home Depot
The role emphasizes collaboration across multiple departments and a customer-centric approach, with a focus on innovation, strategic influence, and developing leadership within the experience design team.
Job Details
About The Home Depot
Website
homedepot.com
Company Size
10000+ employees
Location
Atlanta, GA
Industry
Home Centers
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