Lead, Online Customer Experience

Toronto, ON
$80,000-110,000 per year
Permanent
Full-time

5 days ago

At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.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.Key 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.
Core Objective: 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.

Competencies:

Project Planning & Management
Research & Web Analytics (Adobe Analytics)
Problem Solving Ability
Business Acumen
Cross-Functional Team Collaboration
Stakeholder Management
Back-end data management
Leadership: Provide guidance and mentorship to team members.

Direct Manager/Direct Reports:

Reports to: Manager, Online Category Experience
Direct Reports: Yes

Travel Requirements:

Limited
Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy

Physical Requirements:

Extended sitting
Repetitive tasks
Quarterly store experience day requiring standing for extended periods and performing any tasks required at the store level

5 days a week in office
Travel to Toronto Store Support Centre (SSC), stores, and Innovation Centre (IC) on weekly basis as required based on organization policy

Working Conditions:

Working in an office setting - computer work, camera-on virtual meetings, in-person at SSC/IC/Stores

Minimum Education:

University/College degree in a related area of study, or equivalent experience.

Minimum Years of Work Experience:

2+ years in a relevant field

Minimum Leadership Experience:

1+ year

Certifications:

None required

Other Requirements/Assets:

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

In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.Our Core Values Press ENTER to read the content or TAB to skip.Entrepreneurial SpiritOur associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.Taking Care of Our PeopleThe key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.Respect For All PeopleIn order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.Doing The Right ThingWe exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.Building Strong RelationshipsStrong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.Giving BackAn important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.Excellent Customer ServiceAlong with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.Creating Shareholder ValueThe investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.×Our Core Values Press ENTER to read the content or TAB to skip.Entrepreneurial SpiritOur associates are encouraged to initiative creative and innovative ways to serve our customers and improve the business as well as spread best practices throughout the company.Taking Care of Our PeopleThe key to our success is treating people well. We do this by encouraging associates to speak up and take risks, by recognizing and rewarding good performance and by leading and developing people so they may grow.Respect For All PeopleIn order to remain successful, our associates must work in an environment of mutual respect, free of discrimination and harassment where each associate is regarded as a part of The Home Depot Canada team.Doing The Right ThingWe exercise good judgement by “doing the right thing” instead of just “doing things right.” We strive to understand the impact of our decisions and we accept responsibility for our actions.Building Strong RelationshipsStrong relationships are built on trust, honesty and integrity. We listen and respond to the needs of customers, associates, communities and vendors, treating them as partners.Giving BackAn important part of the fabric of The Home Depot Canada is giving our time, talents, energy and resources to help strengthen the communities we live and work in.Excellent Customer ServiceAlong with our quality products, service, price and selection, we must go the extra mile to give customers knowledgeable advice about merchandise and to help them use those products to their maximum benefit.Creating Shareholder ValueThe investors who provide the capital necessary to allow our company to grow need and expect a return on their investment. We are committed to providing it.Awards & Recognition Press ENTER to read the content or TAB to skip.JOIN OUR TALENT COMMUNITYSign up on Workday to be considered for future opportunities at The Home Depot Canada.We strive to maintain a culture that welcomes everyone, and we believe it helps us achieve our business goals by driving excellent customer service and innovation, empowering our associates to thrive and excel, and enriching the communities in which we operate. This includes creating an environment where our associates feel welcomed, valued and respected and providing equal opportunity for all of our associates.

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