Lead, Online Customer Experience

The Home Depot

1d•Onsite

About The Position

Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot. Position Overview: We are seeking a dynamic UX Lead to manage operations execution, team capacity, and stakeholder relationships. The ideal candidate will leverage research, build a vision for the shopping journey, and ensure the delivery of high-quality user experiences. This role also involves developing and attracting top talent.

Requirements

Internal candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets Expectations and Consistently Demonstrates)
Proven experience in managing UX teams and projects.
Excellent communication and interpersonal skills.
Previous experience in eCommerce is a required
An aptitude for analytics; ability to derive insights, take action, and a bias for action
Strong problem-solving skills
Strong organizational skills with the ability to manage multiple projects
Strong attention to detail
Self-starter with the ability to work independently with only general guidance
Must be comfortable with Ambiguity
University/College degree in a related area of study, or equivalent experience.
2+ years in a relevant field
1+ year

Nice To Haves

Experience with Adobe Analytics, Looker, Tableau & P360 an asset

Responsibilities

Customer Understanding: Leverage research to identify opportunities to drive value across shopping experiences.
Vision Building: Align with stakeholders to articulate category-focused priorities and support the customer's shopping journey.
End-to-End Experience: Facilitate and align postmortem shopping experiences with partners.
Project Planning & Management: Ensure proper workload distribution and project intake process.
Continuous Improvement: Monitor key metrics and continuously improve the shopping experience.
Measure Results: Evaluate and action opportunities to improve the business.
Portfolio Expertise & Strategy Alignment: Lead high-profile portfolio alignment discussions with merchants to ensure business objectives align with online strategies to drive growth.
Category Health & Execution: Regularly assess category performance, analyze trends and competitor landscape, collaborate with cross-functional partners to enhance customer experience, optimize on-site search and browse elements, and manage taxonomy, attributes, and facets for better product discoverability.
Communication: Provide clear timelines of prioritized deliverables and review results of changes to category experiences.
Stakeholder Management: Work effectively with cross-functional teams to drive efficiency in existing processes.
Cross Functional & Project Management: Bridge the gap between stakeholders and partners to align project roadmaps, ensuring the right opportunities drive the business forward. Facilitate stakeholder and partner engagement, maintaining transparency on backlog and in-flight priorities.
Leadership: Lead interview exercises, determine cultural and team fits, and align organizational needs.
Coaching & Mentoring: Coach resources and mentor UX team members for career development.
Performance Reviews: Conduct 1:1s and performance reviews to develop team skills.