Lead, Online Customer Experience (12 month contract)

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

Job summary

Home Depot is looking for a dynamic UX Lead to manage operations, enhance user experiences, and foster team talent. This role involves strategic planning and stakeholder engagement to drive growth and improve customer satisfaction. The ideal candidate will leverage analytics and lead cross-functional teams in optimizing shopping journeys.

Qualifications

• 2+ years in a relevant field and 1+ year in a leadership role.
• Proven experience in managing UX teams and projects.
• Excellent communication and interpersonal skills.

Responsibilities

• Leverage research to identify opportunities for enhancing customer shopping experiences.
• Facilitate and align postmortem shopping experiences with partners.
• Lead high-profile alignment discussions with stakeholders.

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 of study

Tools

Adobe Analytics

Looker

Tableau

P360

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