Director I Experience Design, Customer Engagement & Personalization

Address: USA-IL-Chicago-300 South Riverside Plaza
Store Code: CF Product Management (5157595)
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose
The Experience Design Director will be responsible for the end-to-end experience strategy and execution focused on eCommerce penetration, personalization, and delivering an above-standard digital customer experience. This role requires a visionary leader with a deep understanding of customer-facing user experiences. The ideal candidate will have a proven track record in driving eCommerce growth, experience working with Loyalty programs, enhancing customer satisfaction, and leading cross-functional teams to deliver innovative and effective product solutions. Their leadership style inspires teams to do their best work.
Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Applicants must be currently authorized to work in the United States on a full-time basis.
Duties and Responsibilities• UX Strategy and Vision:
o Develop and articulate a clear UX vision and strategy that drives eCommerce penetration and enhances digital customer experiences.
o Identify market opportunities, customer needs, and competitive landscape to inform product direction.
o Define and prioritize product roadmaps and initiatives that align with business goals and objectives, ensuring alignment across the overall company strategy with clearly defined outcomes and OKRs.
o Infuse a multi-channel mindset that leads with mobile context first.
o Track product performance to inform future work.
o Champion human-centered design, driving best practice for problem framing and synthesis of customer and business insights.
o Influence organization level strategic roadmap discussions alongside Product and Engineering leadership.• Customer and Associate Experience Leadership:
o Lead the overall development of intuitive, user-friendly, and engaging customer-facing digital experiences.
o Remit ownership across core eCommerce flows related to products, identity & profile, rewards, coupons, and shoppable content.
o Collaborate with Product Management, Engineering, and other key functional leaders, to create seamless and delightful user journeys.
o Fluent in user experience design, research, and content strategy processes and practices - This role will partner closely with peer Directors in UX Research, Product Management, and Engineering.• Cross-Functional Leadership:
o Lead and mentor a team of experience designers, while also working with and mentoring product managers, developers, and other cross-functional team members.
o Foster a collaborative and high-performing team culture that encourages creativity, accountability, and continuous improvement.
o Coordinate with partners across brand success, marketing, customer support, and other departments to ensure alignment and successful product launches.
o A strong verbal and visual communicator; a strong storyteller .
o Experience growing and leading high-performing design teams.• Performance and Analytics:
o Define and monitor key performance indicators (KPIs) to measure product success and impact on acquisition, retention, loyalty engagement, and monetization.
o Utilize data-driven insights to make informed product decisions and optimize the customer journey.
o Work closely with the Experimentation team to foster an environment of continuous learning and innovation.• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.
Qualifications• Bachelor's degree in Human-Computer Interaction, User Experience, or related design field; or equivalent related professional experience.• 10+ years related professional experience in b2c user experience design, design consulting, or agency, specifically in Adtech or Marketing-related digital tools.• Experience in leadership of senior UX Designers.• An experienced creative leader who thrives at the intersection of business and design.• Experience across mobile app technologies and best practices (has been responsible for both web and mobile roadmaps).• Strong leadership and team management skills, with the ability to inspire and motivate cross-functional teams.• Excellent analytical, strategic thinking, and problem-solving abilities.• Outstanding communication and presentation skills, with the ability to influence stakeholders at all levels.• Experience with eCommerce platforms and other relevant technologies.• Passion for innovation, customer-centricity, and staying ahead of industry trends.• Experience in consulting is a plus.• Good understanding of current GenAI technologies also a plus.
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At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
Job Requisition: 409314_external_USA-IL-Chicago