Director, Digital Experience & Conversion

About the role

The Director, Digital Experience & Conversion is responsible for defining and driving the end-to-end customer experience across TOMS’ digital platforms, with a focus on conversion, usability, and brand consistency. This role leads UX strategy, design, and optimization efforts across eCommerce and digital touchpoints, partnering closely with Engineering and business stakeholders to deliver high-impact customer experiences.

Responsibilities

• Own and drive the end-to-end user experience strategy across TOMS’ digital platforms, focusing on customer journey quality, conversion rate, usability, and engagement across key touchpoints
• Lead UX design and execution for eCommerce experiences, including navigation, product discovery, PDP, cart, checkout, and other high-value customer interactions
• Own conversion rate and digital funnel performance across key eCommerce journeys, leveraging data, testing, and insights to continuously improve outcomes
• Partner with business stakeholders to translate requirements into intuitive, scalable, and high-performing user experiences that balance brand, functionality, and speed
• Drive continuous optimization through testing, analytics, and user insights, improving conversion, engagement, and overall digital performance
• Establish and maintain UX standards, design systems, interaction patterns, and best practices to ensure consistency, accessibility, and quality across all digital experiences
• Build and evolve UX capabilities, processes, and working norms, operating with a hands-on, problem-solving mindset in a lean environment to support execution and ensure high-quality outcomes

Requirements

• 8+ years of experience in UX, product design, digital experience, or related disciplines
• Proven experience leading UX strategy and design execution across eCommerce or customer-facing digital platforms
• Experience with UX design leadership, digital customer journey design, and usability optimization
• eCommerce experience design and conversion optimization
• Solid understanding of design systems, interaction standards, and accessibility best practices
• Testing, analytics, and user-insight-driven optimization
• Cross-functional collaboration with Engineering, Marketing, and business stakeholders
• Ability to lead through influence and elevate quality across the organization
• Strong portfolio demonstrating ownership of customer journey, conversion-focused experiences, usability improvements, and digital design systems
• Experience partnering closely with Engineering, Product, Marketing, and business stakeholders to bring digital experiences from concept through launch
• Demonstrated ability to use analytics, testing, and user insights to improve customer experience and business outcomes
• Experience with Shopify or similar eCommerce platforms
• Retail, consumer, fashion, or direct-to-consumer brand experience is preferred
• Experience with A/B testing, CRO, design systems, and user research methodologies is preferred
• Bachelor’s degree in Design, Human-Computer Interaction, UX, Psychology, Marketing, or related field, or equivalent practical experience is preferred

Qualifications

• A genuine enthusiasm for TOMS' mission and a commitment to making kindness in business the norm

Skills

• Leadership skills
• Strategic thinking
• Collaboration
• Problem-solving
• Data analysis
• User research
• UX design
• Conversion optimization
• Design systems
• Accessibility

Benefits

• Hybrid/Remote work environment
• $600 stipend for home office setup
• Medical, dental, and vision insurance
• 401K with company matching
• PTO policy
• Annual holidays and floating holiday
• Free shoes
• Employee discount on all products
• Wellness program
• DEI educational opportunities
• Volunteering opportunities

Pay

This is a Direct Hire role with a target annual salary range of $180,000 - $190,000 based on experience, plus an annual bonus based on the company's performance.

Schedule

Hybrid/Remote work environment - whatever works best for you and your team.