Director User Experience, eCommerce

Key Responsibilities

• Define and lead a customer-first UX strategy across all eCommerce touchpoints
• Act as the voice of the customer, consistently advocating for user needs in product and business decisions
• Lead and develop a team of UX designers and researchers, fostering a culture of curiosity, empathy, and accountability
• Map and optimize end-to-end customer journeys (browse, search, product detail, cart, checkout, post-purchase)
• Identify friction points and relentlessly simplify the user experience
• Partner with Product, Engineering, and Marketing to deliver seamless, conversion-optimized experiences
• Leverage qualitative research, usability testing, and behavioral data to inform decisions
• Drive experimentation (A/B testing, personalization) to continuously improve conversion and engagement
• Establish scalable design systems and UX standards across platforms
• Ensure accessibility and inclusive design are embedded in all experiences

What Sets You Apart

• Naturally challenge assumptions by asking, “What problem are we solving for the customer?”
• Simplify complexity and remove friction wherever it appears
• Balance business goals with genuine user advocacy—without compromising either
• Lead with curiosity, not ego