Director, Digital Experience
The Opportunity
We're looking for a marketing leader for a Director, Digital Experience role at one of the top retail brands in North America.
The head office is based in Montreal. Ideal candidates are located in Montreal or open to relocating to Montreal in 2021.
About The Role
Reporting to the Senior Director of Experience Design, the Director, Digital Experience is a senior cross-functional leader, working with Design and Project teams to define, test, create, and launch digital products (ecommerce and store applications). With blended skills of strategy, design and technology, they lead User Experience and Interaction Design practice by sharing Experience Design vision and managing business priorities.
The person in this role manages a team of UX experts, front-end developers, and digital product managers and inspires them to deliver high quality digital products with the goal of elevating the digital Design systems and to facilitate their adoption internally.
Responsibilities
Improves the shopping experience via technology-enabled tools and services
Defines best performing experience for ecomm (informed by Data, AB testing), to foster a seamless and flexible shopping journey, with a core focus on discovery, conversion and loyalty
Defines best performance experience for associates (informed by Data, Test vs. control), to ease daily tasks, operations and interaction with consumers, with a core focus on optimizing tasks to create room for value added services in store
Implements new features for consumers (e.g. payment, filters, fit guidance, chat) as well as for associates (apps for operation management & connection with consumers)
Defines consumers journey and experience guidelines to ensure the right complementarity between touchpoints
Supports Brand Strategy for key elevated stories / campaigns through ecomm functionalities, principles & flows
Supports brand & commercial calendar through implementation of new modules, templates and tools
Balances the most relevant user experience with business objectives and breaks down complex problems to create and implement solutions
Leads usability testing, prototyping, accessibility testing, ad’hoc journey analysis, field observation and survey rollouts to inform design decision making
Drives pilot & experiment via AB testing tools, remote testing, session recording, to improve our Brands Conversion, GM and CSAT
Demonstrate the performance impact of the team’s deliverables, with the support of experts in UX research, strategy, and analytics
Plans and prioritizes the bigger picture strategy
Assesses the business relevancy of emerging services or technologies
Required Experience & Competencies
10 to 15 years of practical experience managing UX Design teams, development team and project management team, leading cross-functional projects
Strong leadership & entrepreneurship skills involving relationship with Creative, Marketers, Operations, IT and other internal & external stakeholders and resources
Experience in on-going, high speed delivery & tracking of in-store project pilots
Flexible, collaborative and able to manage and prioritize multiple tasks/projects simultaneously to maintain teamwork and optimal project flow
Ability to handle several projects simultaneously and to work under pressure
Strong organizational and communication skills – strong verbal and written communication skills
Analytical and research driven, understanding of analytics, test & learn, and pilot programs an asset
Highly adaptable to rapidly changing environment, project scope and priorities
Solution driven, open minded and capable of ‘’thinking out of the box’’
Knowledge and understanding of Agile methods, waterfall and hybrid systems, applied to development, design, marketing and operation
Experience with collaborative tools and methods -- Google Suite, Slack, Jira, etc.
Rooted in service design and design thinking practices
Fluency in Excel, Word, PowerPoint, and Cloud equivalent (Google Slides, Doc, Sheets)
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