Lead, Online Customer Experience

Pay Range: $80,000 - $110,000

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

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 (1 Concorde Gate, North York)
• 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 usesArtificial Intelligence (AI) technology to assist with the screening and assessment of applicantsfor 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.