Director User Experience, eCommerce

1-800-FLOWERS.COM, INC. • Jericho, VT

11h • $150,000 - $155,000

About The Position

We are seeking a Director of UX who instinctively “puts the customer hat back on” in every decision, someone who champions experiences that serve real user needs first, not just internal assumptions. This role will lead the UX vision for our eCommerce ecosystem, ensuring every interaction, from discovery to checkout to post-purchase, is intuitive, frictionless, and grounded in a deep understanding of customer behavior. You’ll balance empathy with data, crafting experiences that both delight users and drive measurable business outcomes.

Requirements

• 10+ years in UX, with significant experience in eCommerce or digital retail
• 4–6+ years leading and mentoring UX teams
• Proven track record of improving conversion, engagement, and customer satisfaction through UX
• Deep understanding of eCommerce user behavior and purchase decision journeys
• Strong experience with user research, journey mapping, and usability testing
• Fluency in data-informed design and experimentation (A/B testing, analytics tools)
• Proficiency with modern design tools (e.g., Figma, Sketch, Adobe XD)
• Excellent communication skills with the ability to influence cross-functional stakeholders

Nice To Haves

• You naturally challenge assumptions by asking, “What problem are we solving for the customer?”
• You simplify complexity and remove friction wherever it appears
• You balance business goals with genuine user advocacy—without compromising either
• You are as comfortable reviewing analytics dashboards as you are observing a usability test
• You lead with curiosity, not ego

Responsibilities

• Define and lead a customer-first UX strategy across all eCommerce touchpoints
• Act as the voice of the customer, consistently advocating for user needs in product and business decisions
• Lead and develop a team of UX designers and researchers, fostering a culture of curiosity, empathy, and accountability
• Map and optimize end-to-end customer journeys (browse, search, product detail, cart, checkout, post-purchase)
• Identify friction points and relentlessly simplify the user experience
• Partner with Product, Engineering, and Marketing to deliver seamless, conversion-optimized experiences
• Leverage qualitative research, usability testing, and behavioral data to inform decisions
• Drive experimentation (A/B testing, personalization) to continuously improve conversion and engagement
• Establish scalable design systems and UX standards across platforms
• Ensure accessibility and inclusive design are embedded in all experiences

Benefits

• Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) retirement savings program
• Mental health resources and Employee Assistance Program (EAP)
• Paid vacation time (accrued based on hours worked and tenure)
• Paid company holidays
• Employee discount across our family of brands
• Potential eligibility for annual merit-based compensation increases, where applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed