Lead, Online Customer Experience

The Home Depot; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading company is seeking a dynamic UX Lead in Toronto to manage operations and enhance user experiences. The role involves collaborating with stakeholders, conducting research, and leading a UX team to drive the shopping journey. Ideal candidates have a degree in a related field and significant industry experience.

Qualifications

• 2+ years in a relevant field required.
• Experience in managing UX teams and projects.
• Excellent communication and interpersonal skills.

Responsibilities

• Leverage research to identify opportunities to drive value.
• Facilitate and align shopping experiences with stakeholders.
• Monitor key metrics and continuously improve the shopping experience.

Skills

Project Planning & Management

Research & Web Analytics

Problem Solving Ability

Business Acumen

Cross-Functional Team Collaboration

Stakeholder Management

Leadership

Education

University/College degree in a related area

Tools

Adobe Analytics

Looker

Tableau

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

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