Director of Retail Experience & Transformation

Staples; Framingham (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

Staples is seeking a Director who will define and lead the evolution of the in-store customer experience across the Staples retail fleet. This leader will establish the long-term vision, roadmaps, and an implementation framework shaping how customers engage with Staples across physical environments, services, and merchandising touchpoints.

The role requires blending customer experience strategy, retail transformation, innovation leadership, business acumen, and organizational influence to

Qualifications

• 10+ years in retail strategy, customer experience, or retail transformation.
• Proven experience leading enterprise retail transformation initiatives.
• Experience developing future-state retail concepts and multi-year roadmaps.
• Strong expertise in customer journey architecture and behavioral insights.
• Experience building executive-level recommendations and business cases.
• Experience leading pilots, innovation initiatives, and large-scale deployments.
• Ability to influence senior stakeholders and lead cross-functional programs without direct authority.

Responsibilities

• Own the long-term vision and multi-year roadmap for the Staples retail experience.
• Identify opportunities to evolve store formats, customer journeys, service experiences, and engagement models.
• Develop future-state concepts that improve customer outcomes and support growth.
• Evaluate trends, technologies, and customer behaviors to identify innovation opportunities.
• Lead prioritization and governance of retail experience transformation initiatives.
• Partner with senior leadership to align priorities with business objectives.
• Develop business cases supporting investments and transformation opportunities.
• Create executive recommendations and present to senior leadership.
• Define customer journey frameworks across shopping, service, and solution experiences.
• Apply research and performance data to identify improvement opportunities.
• Develop experience principles guiding future investments.
• Ensure CX considerations are embedded in major initiatives.
• Lead pilot programs and establish measurement frameworks.
• Create deployment roadmaps for scaling across the retail fleet.
• Influence stakeholders across Retail, Merchandising, Operations, Marketing, Store Planning, Digital, Brand, and Creative.

Skills

Retail strategy

Customer experience

Enterprise transformation

Stakeholder management

Cross-functional leadership

Executive communication

Pilot programs

Behavioral insights

Journey architecture

Strategic thinking

Job description

Staples is seeking a Director who will define and lead the evolution of the in-store customer experience across the Staples retail fleet. This leader will establish the long-term vision, roadmaps, and an implementation framework shaping how customers engage with Staples across physical environments, services, and merchandising touchpoints.

The role requires blending customer experience strategy, retail transformation, innovation leadership, business acumen, and organizational influence to