Your Impact:
The Sr. Manager Design & Journey Development reports to the Director, Customer Experience Integration and is responsible for documenting highest value customer segments at Lowe's through step-by-step shopping journey maps and narratives. The role requires a 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 Senior Manager partners to lay out in-depth, OMNI customer journey maps and then partners with cross functional teams to understand what elements of the experience
must be addressed / created and Partners with cross functional and broader CX team to workshop key moments in the journeys. This team member is an integrator and problem solver and leverages human-centered design principles to thoroughly document customer experiences.
What you will do:
- Crafts omni customer journeys/experiences in alignment with Lowe's brand and enterprise strategy in an effort
- to create a more seamless customer experience.
- 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.
- Assists in the development of business cases for both customer experience and employee experience initiatives
- as necessary along the journey mapping process.
- Tracks revenue and other key KPIs connected to the successful implementation of experience-centric strategies.
- Partners with business partners to determine the potential sales impacts driven by addressing customer
- journey/experiences.
- Assists in elevating the organization's and companies expertise in customer journey and customer strategy work.
- Develops the customer touch point roadmap with Director.
Required Qualifications:
- Bachelor’s Degree in Marketing or Related field AND 8-10 years experience related to Customer Experience Design, Human Design or Customer Personalization
- 8-10 years of general experience in Marketing or Customer Experience or relatable retail design experience
- 6-8 Years of experience in Customer Journey development and implementation
- 3-5 Years of collaborating closely with/leading cross functional 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.
