Sr Director, Customer Journey, Experience Design

Gap Inc.•San Francisco, CA

About The Position

About the Role As a senior leader within our Experience Design organization, you will shape the future of Gap Inc.’s customer experiences through scale, impact, and innovation. As one of the world’s leading multi-brand retailers, we have the reach and responsibility to set the standard for modern, connected, and intelligent digital experiences. The Sr. Director, Customer Journey Experience Design will own experience design strategy and execution across the full customer journey: from discovery and browse through purchase, and post-purchase. You will be the senior design leader partnering directly with Product Management, Engineering, and Brand teams to ensure every digital and omnichannel touchpoint delivers a cohesive, high-quality, and brand-differentiated experience for Gap, Old Navy, Banana Republic, and Athleta. In this role, you will lead experience design across eight value streams and more than twenty products, spanning search, navigation, product detail, checkout, loyalty, personalization, content, and innovation. You will define the creative and strategic direction for customer-facing experiences, ensuring UX is embedded in the product operating model from discovery through delivery. You will manage a hybrid team of Gap FTE designers and managed service partners, establishing clear accountability for experience quality while scaling execution through a governed partnership model. You will connect brand strategy to product delivery, ensuring that each brand’s distinct identity is expressed consistently across digital platforms, stores, and emerging channels. This role is central to the Experience Design organization’s mission to deliver unified, adaptive, and personalized brand experiences. The Sr. Director, Customer Journey Experience Design ensures that the customer’s experience across every Gap Inc. touchpoint is intentional, measurable, and continuously improving.

Requirements

Extensive experience leading UX design teams at enterprise scale, with direct accountability for consumer-facing digital commerce experiences across multiple brands or product lines.
Deep fluency in end-to-end customer journey design, from acquisition and discovery through purchase, post-purchase, and loyalty. You understand how individual touchpoints connect into holistic experiences.
Proven ability to operate within a product operating model, partnering with Product Management and Engineering as a peer. You influence product strategy, not just execute design requests.
Experience managing hybrid or managed service delivery models. You know how to maintain quality and craft standards while scaling through external partners.
Strong perspective on brand-differentiated design within a shared platform. You can articulate when consistency serves the customer and when brand expression must take priority.
Track record of embedding UX into organizational processes: planning cycles, governance, stage gates, and delivery cadences. You build systems, not just designs.
Comfort with omnichannel complexity. You think across digital, physical, and emerging channels and understand the operational realities of store execution alongside digital optimization.
Data-informed design leader who connects UX decisions to measurable business outcomes and can communicate impact to executive stakeholders.
A talent builder who develops people, grows cross-functional capability, and creates a design culture grounded in craft, collaboration, and accountability. You know what great looks like, and you elevate the craft, culture, and capability of everyone around you to achieve it.

Responsibilities

Own experience design strategy and execution across the full customer journey, spanning discovery, browse, product detail, checkout, and post-purchase.
Partner with Product Management (PdM) leadership to embed UX into the product operating model: stage gates, quarterly planning, and delivery cadences.
Ensure experience requirements are explicit inputs to BRDs and PRDs, not afterthoughts.
Lead a hybrid team of Gap FTE designers and managed service partners.
Set clear accountability for experience quality, govern the onshore-offshore delivery model, and scale execution without diluting craft.
Thrive in an environment where the distance from conversation to prototype to insight is measured in hours, not weeks, and AI is the accelerant. Energized by velocity. You see AI as a craft multiplier and naturally operate at the pace it enables, compressing the space between idea, artifact, and evidence.
Drive customer journey experience quality across four brands, balancing platform consistency with brand differentiation.
Define when experiences should be shared and when they must be distinct.
Establish and maintain design review practices that are visible to cross-functional partners.
Create the rituals and standards that connect UX decisions to business outcomes – look to measure everything.
Collaborate with UX Research to ensure customer insights inform design decisions upstream in discovery, not downstream as validation.
Champion a data-driven design culture.
Partner with Design System leadership to ensure customer journey teams adopt, contribute to, and benefit from shared components, patterns, and accessibility standards.
Lead omnichannel experience thinking: connect digital, store, and emerging channel experiences into coherent customer journeys.
Advocate for service design methodology where journeys cross system and organizational boundaries.
Set the bar for design excellence. Define what great looks like, demonstrate it through your own craft, and coach others to achieve it.
Measure and communicate UX impact. Connect experience design work to conversion, engagement, retention, and brand health metrics.
Build the case for continued investment in design capability.