Director – Omni Customer Experience & Design

Your Impact:

The Director, Customer Experience Integration reports to the Sr. Director Customer Experience Strategy and Integration and is responsible for assisting in the assessment and application of highest value customer segments journeys at Lowe’s. 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). The Director partners to size the biggest revenue driving opportunities, then lays out in-depth, OMNI customer journey maps and partners with cross functional teams to understand what elements of the experience must be addressed / created and partners with the Director Customer Experience activation to ensure key moments 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.

What you will do:

• Crafts omni customer journeys/experiences and realization roadmaps in alignment with Lowe’s brand and
• enterprise strategy in an effort to create a more seamless customer experience.
• Identifies impactful customer segments and journeys/experiences that drive incremental revenue to the
• enterprise.
• Develops seamless customer journeys to strengthen Lowe’s brand across all channels leveraging all current state
• marketing efforts.
• Assists in the development of a baseline report of where Lowe’s stands within the industry and omni channel
• roadmap with direct leader.
• Develops business cases for both customer experience and employee experience initiatives as necessary along
• the journey mapping process.
• Identifies actionable and well-timed experience metrics to measure the effectiveness of journeys and
• implementation strategies.
• Drives revenue and other key KPIs through the successful implementation of experience-centric strategies.
• Partners with business partners to determine the potential sales impacts driven by addressing customer
• journey/experiences.
• Develops top-tier talent and capabilities within Lowe’s, elevating the organization’s expertise in customer journey
• and customer strategy work.
• Manages project efforts across business partner functions to drive key deliverables and hold teams accountable
• to completion of work.
• Develops the customer touch point roadmap with Sr. Director.

Required Qualifications:

• Bachelor’s Degree in Marketing or Related field AND 10-12 of general experience in Marketing, Customer Experience, or relatable retail design experience Human Design or Customer Personalization experience
• 10-12 years experience related to Customer Experience Design, Human Design or Customer Personalization experience
• 8+ Years of experience in Customer Experience Strategy and Journey development.
• 5-7 Years leading teams cross functionally
• 5-7 Years leading direct team members

About Lowe’s

 Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

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Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.