Sr. UX Designer – Customer Journey Experience Design

Gap Inc.; San Francisco (CA); On-site; USD 145,000 - 189,000; Full time

Benefits offered by this job

Merchandise discount

Paid time off

Volunteer hours

401(k) company match

Employee stock purchase plan

Medical, dental, vision, and life ins.

See more benefits

Job summary

Gap Inc. is seeking a Senior Designer to own the end-to-end customer experience for two brands, guiding discovery through post-purchase engagement.

You will partner with brand leadership, merchandising, and creative teams to balance customer needs with business goals within the design system framework. You’ll lead design, prototyping, testing, and delivery, leveraging AI-enabled tools to accelerate insight and impact, while collaborating with product management and engineering.

Qualifications

• Substantial experience designing consumer-facing digital commerce experiences with end-to-end journey thinking.
• Subject matter expertise in interaction design, information architecture, prototyping, and visual execution.
• Experience as the design partner to brand, marketing, merchandising, or creative stakeholders.

Responsibilities

• Lead design for two brands across end-to-end journeys and own high-leverage paths.
• Partner with brand leadership to frame problems and integrate design early in decision-making.
• Collaborate on what is shared across brands versus brand-distinct within the design system.
• Partner with Product Management and Engineering in ideation, planning and delivery. Drive multi-value-stream initiatives.
• Design work from problem framing through to launch for two brands.
• Conduct continuous discovery: interview customers, build prototypes, test with real users.
• Balance scope, impact, fidelity, and speed; flag when trade-offs affect customers.
• Use data and research to justify design decisions and tie outcomes to metrics.
• Design within the design system and extend patterns where needed for brand needs.
• Ensure accessibility, trust, and compliance from the outset.

Skills

End-to-end design

Interaction design

Information architecture

Prototyping

Visual execution

Brand collaboration

AI-enabled design

Job description

About Gap Inc.

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.

About Gap Inc.

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture. Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers. Old Navy democratizes style with quality and value for all. Gap champions originality through essential pieces that celebrate individuality. Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel. Athleta champions the Power of She through confidence, strength, and movement. We’re driven by a shared purpose: to bridge gaps—between people, perspectives, and possibilities—to create a better world. We’re building a team that performs at a high level—people who think boldly, take ownership, and turn ideas into impact. If you’re ready to learn fast and help shape what’s next, you’ll fit right in.

About The Role

The Senior Designer is responsible for owning and shaping the end-to-end customer experience for two brands, ensuring a cohesive and effective journey across discovery, browsing, product evaluation, purchase, and post-purchase engagement. Serving as a trusted strategic partner to brand leadership, merchandising, and creative teams, the individual will help define problems, guide decision-making, and advocate for customer needs while balancing business objectives, brand differentiation, and experience consistency. Working closely with product management, engineering, and fellow design leaders, the role will drive high-impact initiatives across multiple value streams and contribute to decisions on shared and brand-specific experiences within the design system framework. As a hands‑on design practitioner, the successful candidate will lead design, prototyping, testing, and delivery efforts while leveraging AI-enabled tools to accelerate innovation, generate insights, and deliver measurable business and customer outcomes with speed, quality, and sound professional judgment.

What you’ll do

• Lead design for two of our brands across their end-to-end customer journeys. Own the highest-leverage journeys yourself and keep your brands current on everything else
• Be the primary design partner to brand leadership. Build the relationships that get design into the conversation early, and be a thought partner in framing the problem rather than only in delivering the solution
• Work with the other brand journey leads to decide what is shared across brands and what stays brand‑distinct, inside the design system’s framework
• Partner with Product Management and Engineering in the value streams through ideation, conceptualization, planning, and delivery. Drive the work when an initiative spans value streams for your brands
• Design the work. Carry your brands’ most important journeys from problem framing through to launch
• Run continuous discovery. Interview customers, build prototypes, and test with real people so that concepts are validated before build
• Balance scope, business impact, fidelity, and delivery speed, and say plainly when a trade‑off has consequences for the customer
• Bring an evidenced point of view. Partner with UX Research on what gets studied, and use data and research to make and defend design decisions
• Design within the design system and contribute patterns back to it. Know when a brand‑distinct choice is warranted and make the case for it
• Design for accessibility, trust, and compliance from the start rather than as a check at the end
• Present to varied audiences and facilitate with senior stakeholders. Articulate insights and the reasoning behind design decisions, manage expectations, and bring partners with different views to alignment
• Think across channels. Connect digital, store, and emerging channel experiences into coherent journeys, and apply service design methods where journeys cross system and organizational boundaries
• Follow your work through to its result. Connect what shipped to conversion, engagement, and retention, and use the outcome to decide what comes next
• Use AI to move faster on exploration, synthesis, and production, and be clear about where it helped and where it did not
• Mentor designers earlier in their career, share what you learn, and help raise the craft of the team

Who you are

• Substantial experience designing consumer-facing digital commerce experiences, with a portfolio that shows end-to-end journey thinking rather than a collection of screens
• An established practitioner with subject matter expertise in your craft: interaction design, information architecture, prototyping, and visual execution
• Experienced as the design partner to brand, marketing, merchandising, or creative stakeholders. You can hold a point of view with senior partners and build trust with people who did not ask for a designer in the room
• Comfortable working inside a product operating model, partnering with Product Management and Engineering rather than receiving requirements from them
• A clear perspective on brand‑differentiated design within a shared platform. You can say when consistency serves the customer and when brand expression must take priority
• Fluent in research methods. You know which question needs which method, you can run the lightweight ones yourself, and you know when to bring in a researcher
• A systems thinker drawn to journeys rather than screens. You are interested in service design and experience strategy, and you can see how a decision in one journey stage lands in another
• Data-informed. You can connect a design decision to a metric, and you follow up to see what actually happened
• Hands‑on and fast. You are energized by velocity and you use AI to get to evidence sooner without lowering the bar
• A clear communicator. You explain the reasoning behind your point of view, and you change it when the evidence says so
• Collaborative and candid. You give and receive direct feedback well, and you make the people around you better
• Ready for more scope than you have held before, and open to coaching. This role stretches beyond a typical senior designer remit, and you will have an experienced brand journey lead alongside you as you grow into it
• Comfortable with ambiguity, with more than one brand in play, and with work that is delivered alongside partner teams

Salary Range:

$145,100.00 - $188,600.00

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• See more of the benefits we offer.
• For eligible employees

Gap Inc. is an equal‑opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long‑held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.