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Job Description

Job Description

Customer Exp Design Manager

Job ID 1378167BR Date posted 04/09/2018 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0210 - Exp Architecture & CXD COE




Marketing: Supports business growth by disseminating information that promotes a favorable view of the organization and its products and services. Activities include developing and implementing advertising and publicity campaigns; conducting market research; and identifying and predicting current and future consumer trends.

Customer Experience Design: Responsible for coordination of the design and implementation of appealing, customer focused presentations, ensuring visual merchandising standards are met, and at the same time ensuring latest trends and styles are to the forefront of the layout. Ensures the store environment is stimulating at all times. Modifies displays as appropriate. Communicates with store management regarding overall store visual display and presentations.

The primary purpose of the role is to assist in management of the Customer Experience Design efforts through the effective creation and use of Narratives, Storytelling and Business Design Framework.

Responsible for creating a cohesive and coordinated set of strategic narratives around Customer Experience Design to build stories that create a "North Star" to inform decisions, create unified alignment, emotional engagement and ultimately, drive results.

Work collaboratively with Leaders in CXD and across enterprise functions to understand objectives, crafting storylines that help drive the design work forward. Ensure the right questions are being asked with a forward view, to craft compelling, “reasons for being”.

Create customer-focused narratives customized to each initiative illustrating the business opportunity. Tailor presentations to effectively frame storylines bringing design projects and key strategic initiatives to life.

Design architecture, narratives and framework to bring abstract concepts to life. Leverage design process to take complex ideas and make them easy to understand. Leverage tools and techniques to allow initiatives to be realized with the appropriate level of fidelity.

Apply Human Centered Design methodology and architecture to craft differentiated solutions that increase value across projects and priorities for Lowe's, while creating relevant and enduring Customer Experiences.

Work with CXD Leadership to define a standard business design framework, architecture and effective approaches in application, to guide the design and delivery of consistent and compelling solutions to create differentiated Customer Experiences.

Champion design tools and methodology that creatively fuse human centered design with strategic priorities, synthesizing and translating elements across channels (digital, physical, human) to respond to evolving Customer expectations and mindsets.

Core Responsibilities

• Ensure portfolio of work is represented by compelling narratives targeted to specific audiences.

• Ensure alignment and synchronization of narratives across CXD portfolio to ensure consistency with Lowe's strategic pillars and business strategy.

• Develop Customer Journey Maps rooted in Customer research, data and analytics to help build the project story while effectively articulating the opportunity and the reward.

• Create a design framework and narratives, direct the creation of story boards and presentations ensuring the story remains clear, focused and compelling through timely delivery.

• Bring the human aspects of experiences to life by ensuring designs work for people - Customers, Associates and end-users.

• Drive the design process of multiple work streams identifying Customer, business and operational needs to ensure development of desirable, feasible and viable solutions.

• Develop clear and coherent statements of design intent with expected benefits and timing.

• Collaborate and co-create with functional partners, Customers and third parties to develop relevant concept solutions that might be differentiating for Lowe's.

Required Education/Experience:

Bachelor's Degree- Design, Retail Management, Business Management, Organizational Development or a related field of study with 5-7 years of experience.

Experience in design field with a proven record of success in a fast paced environment. Industry experience in business design framework and creation of narratives.

Familiarity and experience in Human Centered Design and Design Thinking methodology.

Proven proficiency in leveraging design tools and presentation methodology to deliver optimal outcome.

Demonstrated ability to translate strategic direction into compelling design framework and narratives.

Demonstrated ability in multi-tasking and working collaboratively across functional areas.

Problem solving skills combined with strong visualization and ideation skills.

Strong communication, organizational and analytical skills. Experience in leading cross-functional teams.

Demonstrated ability to synthesize creative and analytical thinking into actionable system and program design.

Research capability with ability to interpret challenges Customers and Associates face to action. Ability to work effectively both independently and as part of a Team.


Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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