Your Impact:
The Director, Customer Experience Activation reports to the Sr. Director Customer Experience Strategy and Integration and is responsible for the activation of defined strategically identified customer journeys in partnership with the Director, Omni Customer Experience & Design. The role requires a close partnership with functional level partners in Enterprise Strategy, Finance, business units, Consumer Insights, and a view across physical and digital touchpoints to fully activate key experiences, the moments that matter most when customers interact with our brand, and the experience elements that may either be broken (or need to be created). The Director partners to size revenue driving opportunities, then partners with cross functional teams to pull 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.
What you will do:
- Activates customer journeys/experiences in alignment with Lowe's brand and enterprise strategy in an effort to
- create a more seamless customer experience.
- Workshops solutions that leads to impactful customer experiences that drive incremental revenue to the
- enterprise.
- Assists in the development and tracking of experience metrics against applied omni journey experiences
- Tracks the application of key components of business cases for both customer experience and employee
- experience initiatives as necessary along the journey mapping process.
- Drives revenue and other key KPIs through the successful implementation of experience-centric strategies.
- Partners with finance to determine the investment required to address the customer journey/experience.
- 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 Years of general experience in Marketing, Customer Experience Strategy and activation/implementation development or relatable retail design 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.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
