Purpose of Role

The Senior Director, Customer Experience(CX) reports to the SVP, Chief Marketing Officer. This leader is responsible for identifying and prioritizing the highest value customer segments at Lowe’s along with their step-by-step shopping journey and experience with the Lowe’s brand. The role requires a close partnership with Enterprise Strategy, Finance, business units, Consumer Insights, and a view across physical and digital touchpoints to fully understand the consumer segments, the moments that matter most when they interact with our brand, and the experience elements that may either be broken (or need to be created). He/she partners to size the biggest revenue-driving opportunities, lays out in-depth OMNI customer journey maps, partners with cross-functional teams to understand what elements of the experience must be addressed/created, and then pulls together a strategic implementation plan to bring the experience to life. This leader is an integrator and problem solver and leverages human-centered design principles and customer insights to transform business objectives into customer-centric experiences that drive tangible business outcomes. This leader also serves as the “horizontal” customer champion across the homeowner strategic planning work for the enterprise, ensuring any initiatives that touch multiple cross-functional organizations are laid out through the lens of the customer first in a straightforward omni journey, overseeing that journey to its completion through collaboration and influence.

Responsibilities:

• Leverage Lowe’s brand strategy, customer strategy (and data), and enterprise strategy to craft omni-customer journeys (experiences) across digital and physical, including realization roadmaps, to help make Lowe’s a true seamless omni-retailer.

• Partners closely with Enterprise Strategy, Finance, and Consumer Insights to size the prize and identify which segments and journeys/experiences are most impactful in driving incremental revenue.

• Collaborates with senior-level cross-functional leaders to unify siloed business efforts and stitch together a seamless customer journey with the Lowe’s brand (starting first with homeowners), no matter what channel they choose.

• Partners with third-party resourcing to audit existing journeys/experiences that are must-win moments in Home Improvement with our largest customer segments to deliver a baseline of where Lowe’s stands in its omnichannel roadmap.

• Develop business cases for both customer experience and employee experience initiatives as necessary along the journey mapping process.

• Identify actionable and well-timed experience metrics to measure the effectiveness of journeys and implementation strategies.

• Drive revenue and other key KPIs by successfully implementing experience-centric strategies.

• Monitor and optimize customer business performance metrics to ensure alignment with strategic objectives.

• Partner with finance to understand the level of investments required to address the customer journey/experience and build business cases as necessary in partnership with cross-functional leaders and/or Enterprise Strategy.

• Develop top-tier talent and capabilities within Lowe’s, elevating the organization's expertise in customer journey & customer strategy work.

• Project manages efforts across functions to drive key deliverables and hold teams accountable for the completion of work.

• Has a solid understanding of customer strategy, customer data, and journey mapping, and a proven track record of collaborating effectively with senior leaders across functions to deliver integrated, omni experiences.

• Does not develop the tech capability roadmap, but develops the “customer touch point” roadmap and leverages functional expertise to understand the holistic operational plan to achieve it.

Required Qualifications:

• Bachelor's Degree in Marketing, Customer Experience Design, Human Design or Customer Personalization

• 5 years of experience in Customer Marketing or Customer Journey development

• 8 years of leading teams cross-functionally

• 8 years of leading direct team members

Preferred Qualifications:

• 5 to 7 years of experience in Customer Experience Design and Human Design Experience