Sr. UX Designer – Customer Journey Experience Design

The Gap•Folsom, CA

About The Position

The Senior Designer is responsible for owning and shaping the end-to-end customer experience for two brands, ensuring a cohesive and effective journey across discovery, browsing, product evaluation, purchase, and post-purchase engagement. Serving as a trusted strategic partner to brand leadership, merchandising, and creative teams, the individual will help define problems, guide decision-making, and advocate for customer needs while balancing business objectives, brand differentiation, and experience consistency. Working closely with product management, engineering, and fellow design leaders, the role will drive high-impact initiatives across multiple value streams and contribute to decisions on shared and brand-specific experiences within the design system framework. As a hands-on design practitioner, the successful candidate will lead design, prototyping, testing, and delivery efforts while leveraging AI-enabled tools to accelerate innovation, generate insights, and deliver measurable business and customer outcomes with speed, quality, and sound professional judgment.

Requirements

Substantial experience designing consumer-facing digital commerce experiences, with a portfolio that shows end-to-end journey thinking rather than a collection of screens
An established practitioner with subject matter expertise in your craft: interaction design, information architecture, prototyping, and visual execution
Experienced as the design partner to brand, marketing, merchandising, or creative stakeholders. You can hold a point of view with senior partners and build trust with people who did not ask for a designer in the room
Comfortable working inside a product operating model, partnering with Product Management and Engineering rather than receiving requirements from them
A clear perspective on brand-differentiated design within a shared platform. You can say when consistency serves the customer and when brand expression must take priority
Fluent in research methods. You know which question needs which method, you can run the lightweight ones yourself, and you know when to bring in a researcher
A systems thinker drawn to journeys rather than screens. You are interested in service design and experience strategy, and you can see how a decision in one journey stage lands in another
Data-informed. You can connect a design decision to a metric, and you follow up to see what actually happened
Hands-on and fast. You are energized by velocity and you use AI to get to evidence sooner without lowering the bar
A clear communicator. You explain the reasoning behind your point of view, and you change it when the evidence says so
Collaborative and candid. You give and receive direct feedback well, and you make the people around you better
Ready for more scope than you have held before, and open to coaching. This role stretches beyond a typical senior designer remit, and you will have an experienced brand journey lead alongside you as you grow into it
Comfortable with ambiguity, with more than one brand in play, and with work that is delivered alongside partner teams

Responsibilities

Lead design for two of our brands across their end-to-end customer journeys.
Own the highest-leverage journeys yourself and keep your brands current on everything else
Be the primary design partner to brand leadership. Build the relationships that get design into the conversation early, and be a thought partner in framing the problem rather than only in delivering the solution
Work with the other brand journey leads to decide what is shared across brands and what stays brand-distinct, inside the design system’s framework
Partner with Product Management and Engineering in the value streams through ideation, conceptualization, planning, and delivery. Drive the work when an initiative spans value streams for your brands
Design the work. Carry your brands’ most important journeys from problem framing through to launch
Run continuous discovery. Interview customers, build prototypes, and test with real people so that concepts are validated before build
Balance scope, business impact, fidelity, and delivery speed, and say plainly when a trade-off has consequences for the customer
Bring an evidenced point of view. Partner with UX Research on what gets studied, and use data and research to make and defend design decisions
Design within the design system and contribute patterns back to it. Know when a brand-distinct choice is warranted and make the case for it
Design for accessibility, trust, and compliance from the start rather than as a check at the end
Present to varied audiences and facilitate with senior stakeholders. Articulate insights and the reasoning behind design decisions, manage expectations, and bring partners with different views to alignment
Think across channels. Connect digital, store, and emerging channel experiences into coherent journeys, and apply service design methods where journeys cross system and organizational boundaries
Follow your work through to its result. Connect what shipped to conversion, engagement, and retention, and use the outcome to decide what comes next
Use AI to move faster on exploration, synthesis, and production, and be clear about where it helped and where it did not
Mentor designers earlier in their career, share what you learn, and help raise the craft of the team