director of design - Customer Experiences, Digital UX & Design
About The Position
As a leader of the UX & Design team within our Digital organization, the director of design - Customer Experiences leads the vision, quality, and delivery of Starbucks’ end-to-end customer experiences across digital and physical touchpoints. This role is responsible for shaping how millions of customers engage with Starbucks every day—through the mobile app, web, drive-thru, in-store digital moments, and emerging platforms. You’ll lead a multidisciplinary design team, partner deeply across Product, Engineering, Marketing, Store Development, and Operations, and set a high bar for craft, innovation, and experience quality for North America customers and beyond.
Requirements
- 12+ years of experience in product, experience, or service design, with leadership at scale
- Proven success leading teams responsible for consumer-facing digital products
- Deep knowledge of design, creative and product methodologies and the ability to problem solve through design process implementation
- Deep understanding of mobile ecosystems, omnichannel journeys, and service design
- Strong executive presence and the ability to influence across complex organizations
- A portfolio that demonstrates clarity of vision, quality of craft, and measurable impact
- Experience working in highly cross-functional, matrixed environments
- Passion for coffee, brand, storytelling, and customer-centered innovation
- The ability to drive amazing work while having fun doing it
Nice To Haves
- Experience in food and beverage and hospitality spaces
- Background in retail, eCommerce, loyalty programs, and mobile ordering
- Expertise in envisioning and executing sophisticated customer experiences across multiple digital and physical touchpoints
- Experience designing digital in physical retail environments
- Agency and vendor partnership experience—accelerating innovation with external collaborators
Responsibilities
- Define and lead the customer experience vision across the Starbucks app, web, drive-thru, and in-store digital touchpoints
- Lead and grow a high-performing design team, including managers and senior individual contributors
- Partner closely with Product, Engineering, Data, Marketing, and Operations to drive aligned outcomes and KPIs
- Architect and lead workshops and co-creation brainstorming sessions across the organization
- Help define yearly roadmaps and quarterly priorities across several portfolios
- Translate customer insights, business strategy, and brand principles into clear experience strategies and design direction
- Champion design excellence, from interaction design and visual systems to service and journey design
- Drive innovation by exploring new behaviors, technologies, and service models
- Establish scalable design systems and processes that support speed without sacrificing quality
- Mentor and inspire senior designers and leaders, helping them grow as both craft and people leaders
Benefits
- medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits
- short-term and long-term disability
- paid parental leave
- family expansion reimbursement
- paid vacation from date of hire
- sick time (accrued at 1 hour for every 25 hours worked)
- eight paid holidays
- two personal days per year
- 401(k) retirement plan with employer match
- discounted company stock program (S.I.P.)
- Starbucks equity program (Bean Stock)
- incentivized emergency savings
- financial well-being tools
- 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan
- student loan management resources
- access to other educational opportunities
- backup care
- DACA reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
