Lead, Online Customer Experience

The Home Depot Canada; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

The Home Depot Canada seeks a Lead in Online Customer Experience to manage UX operations and enhance user satisfaction. The role includes aligning with stakeholders, improving shopping experiences, and developing talent. Ideal candidates have extensive UX knowledge and leadership experience, fostering collaboration across teams.

Qualifications

• 2+ years in a relevant field.
• 1+ year of leadership experience.
• Excellent communication and interpersonal skills.

Responsibilities

• Leverage research to drive value across shopping experiences.
• Manage project planning and workload distribution.
• Facilitate stakeholder engagement and alignment.

Skills

Project Planning & Management

Research & Web Analytics

Problem Solving Ability

Leadership

Stakeholder Management

Education

University/College degree in a related area

Job description

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Position Overview: We are seeking a dynamic UX Lead to manage operations execution, team capacity, and stakeholder relationships. The ideal candidate will leverage research, build a vision for the shopping journey, and ensure the delivery of high-quality user experiences. This role also involves developing and attracting top talent.

Key Responsibilities:

• Customer Understanding: Leverage research to identify opportunities to drive value across shopping experiences.
• Vision Building: Align with stakeholders to articulate category-focused priorities and support the customer's shopping journey.
• End-to-End Experience: Facilitate and align postmortem shopping experiences with partners.
• Project Planning & Management: Ensure proper workload distribution and project intake process.
• Continuous Improvement: Monitor key metrics and continuously improve the shopping experience.
• Measure Results: Evaluate and action opportunities to improve the business.
• Portfolio Expertise & Strategy Alignment: Lead high-profile portfolio alignment discussions with merchants to ensure business objectives align with online strategies to drive growth.
• Category Health & Execution: Regularly assess category performance, analyze trends and competitor landscape, collaborate with cross-functional partners to enhance customer experience, optimize on-site search and browse elements, and manage taxonomy, attributes, and facets for better product discoverability.
• Communication: Provide clear timelines of prioritized deliverables and review results of changes to category experiences.
• Stakeholder Management: Work effectively with cross-functional teams to drive efficiency in existing processes.
• Core Objective: Cross Functional & Project Management: Bridge the gap between stakeholders and partners to align project roadmaps, ensuring the right opportunities drive the business forward. Facilitate stakeholder and partner engagement, maintaining transparency on backlog and in-flight priorities.
• Leadership: Lead interview exercises, determine cultural and team fits, and align organizational needs.
• Coaching & Mentoring: Coach resources and mentor UX team members for career development.
• Performance Reviews: Conduct 1:1s and performance reviews to develop team skills.
  
  

Competencies:

• Project Planning & Management
• Research & Web Analytics (Adobe Analytics)
• Problem Solving Ability
• Business Acumen
• Cross-Functional Team Collaboration
• Stakeholder Management
• Back-end data management
• Leadership: Provide guidance and mentorship to team members.
  
  

Direct Manager/Direct Reports:

• Reports to: Manager, Online Category Experience
• Direct Reports: Yes
  
  

Travel Requirements:

• Limited
• Currently 4 days a week (Mon-Thursday) – At location (per organization policy)
• Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy
  
  

Physical Requirements:

• Extended sitting
• Repetitive tasks
• Quarterly store experience day requiring standing for extended periods and performing any tasks required at the store level
  
  

Hybrid Work:

• Hybrid
• Currently 4 days a week (Mon-Thursday) – At location (per organization policy)
• Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy
  
  

Working Conditions:

• Working in an office setting – computer work, camera-on virtual meetings, in-person at SSC/IC/Stores
  
  

Minimum Education:

• University/College degree in a related area of study, or equivalent experience.
  
  

Minimum Years Of Work Experience:

• 2+ years in a relevant field
  
  

Minimum Leadership Experience:

• 1+ year
  
  

Certifications:

• None required
  
  

Other Requirements/Assets:

• Internal candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets Expectations and Consistently Demonstrates)
• Proven experience in managing UX teams and projects.
• Excellent communication and interpersonal skills.
• Previous experience in eCommerce is a required
• An aptitude for analytics; ability to derive insights, take action, and a bias for action
• Strong problem-solving skills
• Strong organizational skills with the ability to manage multiple projects
• Strong attention to detail
• Self-starter with the ability to work independently with only general guidance
• Must be comfortable with Ambiguity
• Experience with Adobe Analytics, Looker, Tableau & P360 an asset

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing, Public Relations, and Writing/Editing

• Industries

  Retail

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