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Director Customer Exp Design
Lowe's
Mooresville, NC, United States
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Job Description
The primary purpose of this role is to create optimal experiences for the customer using human centered design methodology that not only aligns with the company purpose but also provides guidance to the organization. This includes responsibility for proactively framing the concept, identifying root causes, developing customer journey maps and applying research and analytics that are desirable, feasible and viable solutions creating a sustainable impact for the Customer and the Company.
RESPONSIBILITY STATEMENTS:
• Applies human centered design principles to lead a team that creates solutions based on research and tracking customer behavior to provide consistent, fact-based and optimal customer experiences
• Designs concepts that offer a unique product, online, in-store or digital experience to elevate the overall quality of the 360 Customer Experience , while meeting cost, schedule, and operational requirements and increasing loyalty
• Conducts and reviews customer research and analytics to identify key areas of concern for various customer occasions (i.e. creating a new kitchen)
• Develops customer journey maps to best influence and engage the customer with Lowe's across multiple touch points ensuring a fact-based process guides the project for optimal outcome.
• Applies a customer lens to interpret and quantify results, creating experiences that influence a Lowe's customer journey and provide positive financial return. Ability to adapt and iterate solutions based on test-and-learn methodology in stores and online (digital).
• Promotes the value of design thinking and applies design thinking tools to create the most informed and best fit solution for the customer
• Create narratives that are understandable and actionable, providing detailed background to bring the design to realization in store and/or online
• Develops prototypes to test and modify the proposed solution as needed to quantify ideas prior to final commercialization. Ability to iterate based on customer feedback, research and analytics to achieve most efficient and effective solution without compromise to quality.
• Plans and participates in test and learns in select store locations to identify areas for improvement and modifications needed based on customer observation and feedback Learning's are shared across teams for incorporation into current or future projects and concepts that influence the customer experience
• Works collaboratively with Designers, Customer Experience, Merchandising, Marketing, Communications, Multi-Channel Testing and Commercialization, Store Operations, and external vendors to ensure the integration of physical and digital components between what is conceived and what is executed
• Articulates design thinking across the organization by communicating at all levels of leadership to deliver on Lowe’s purpose
• Collaborates across functions to ensure shared understanding and intent. Includes Store Associates and operational feasibility in thinking. Leverages all data and insights to better inform the Organization, provide context and teaching and ultimately, alignment on objectives
• Ability to articulate and/or design and direct solutions for external suppliers, agencies or resources and to frame the concept (internal and external)to ensure optimal and cost effective solutions
• Advocates for the customer while ensuring an Enterprise View. Champion Service and design tools and approaches Creatively fuses and synthesizes information with process improvement methodology to maximize long-term viability and impact
• Direct design of emotionally resonant. Differentiating experiences to effectively elevate the customer (inc PRO) experiences and affiliation with Lowe's. Consider lifetime value of customer to drive incremental long range results
• Using current industry trends and date provide innovative solutions and actionable guidance continuously moving the toal Lowe's Customer Experience toward greater continuity and consistency and aligning with customer expectations wherever they shop
REQUIRED EDUCATION/EXPERIENCE:
• Bachelor's Degree in Design, Architecture, or related field
• 10+ years experience in design or design strategy
• 5+ years experience leading design and development teams
• 5+ years experience managing external creative resources
• Current knowledge of industry trends in retail store design
• Understanding of underlying interactive technologies such as web and mobile Omni-channel
• Demonstrated experience applying human design centered methodology
PREFERRED EDUCATION/EXPERIENCE:
• Master's Degree in Service Design
• Experience in research and customer analytics
• Experience leading and developing design managers and leaders in an Omni-channel environment
• Additional experience in retail stores design or as creative director
About Lowe’s:
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe's and its related businesses operate or service more than 2,390 home improvement and hardware stores and employ over 310,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects.
EEO Statement
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.