Director, Retail Experience Strategy & Transformation

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

Job summary

Staples, Inc. is seeking a Director, Retail Experience Strategy & Transformation to define and lead the future evolution of the in-store customer experience across the Staples retail fleet.

This role will develop the long-term vision, strategy, roadmap, and implementation framework that shapes how customers engage with Staples in physical environments, services, and merchandising touchpoints. The leader will own the multi-year roadmap, assess trends, build business cases, pilot innovations, and

Qualifications

• 10+ years in retail strategy, customer experience, or related fields.
• Experience leading enterprise retail transformation initiatives.
• Experience developing future-state concepts and multi-year implementation roadmaps.
• Strong expertise in customer journey architecture and behavioral insight methodologies.
• Experience building executive-level recommendations and business cases.
• Experience leading pilot programs, innovation initiatives, and large-scale deployment efforts.

Responsibilities

• Own the long-term vision and multi-year roadmap for the future Staples retail experience.
• Identify opportunities to evolve store formats, customer journeys, service experiences, and engagement models.
• Develop future-state retail concepts that improve customer outcomes and support business growth.
• Evaluate emerging retail trends, technologies, and customer behaviors to identify innovation opportunities.
• Own the prioritization and governance of retail experience transformation initiatives.
• Partner with senior leadership to align transformation priorities with business objectives.

Skills

Retail strategy

Customer experience

Transformation leadership

Executive influence

Stakeholder management

Cross-functional leadership

Strategic thinking

Organizational leadership

Job description

Staples, Inc. is seeking a Director, Retail Experience Strategy & Transformation to define and lead the future evolution of the in-store customer experience across the Staples retail fleet.

This role will develop the long-term vision, strategy, roadmap, and implementation framework that shapes how customers engage with Staples in physical environments, services, and merchandising touchpoints. The leader will own the multi-year roadmap, assess trends, build business cases, pilot innovations, and