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Job Description

Job Description

Customer Experience Design Manager - Design Research

Job ID 1182472BR Date posted 04/05/2017 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 - Experience Arch & CXD COE
The Customer Experience Design Manager is primarily responsible for applying and activating a differentiating Experience Architecture across the Lowe’s USHI business in alignment with the VP Experience Architecture and COE. The effective application of the Experience Architecture across key customer touch points in all channels will help create a consistent, compelling and differentiated experience for the Lowe’s customers.

The Customer Experience Design Manager will actively engage the organization to apply the Experience Architecture, co-create application roadmaps and project manage to successfully curate the customer touch points . Applications of the Experience Architecture initially will include developing customer experience engagement rules and design principles, managing design projects, fusing Lean/Operational Effectiveness and Experience Design methodologies to design improved operational customer experiences, facilitating functional area workshops and, developing channel expertise, and partnering with CXD to apply the Experience Architecture to in-flight design projects.
To accomplish these goals, this Manager must be nimble and flexible in applying key findings across touch points in all sales channels, shopping journeys and customer-facing processes. This manager will leverage personal experience and working knowledge of best practices to create strong stakeholder relationships and effective design applications. Initial subject matter expertise areas will include Merchandising, Marketing / Brand, Stores / Services and Organization Design/Development.

The Lowe’s Experience Architecture provides guidance across the USHI organization for the design and delivery of experiences that are intended to evoke a consistent and resonant set of customer feelings and positioning for Lowe’s. The goal of this work is to efficiently build customer advocacy and drive customer devotion by delivering the feelings and memories that are most meaningful to our customers, across touch points and over time.

Essential Responsibilities:

Manage EA design projects : Successfully activate the experience architecture through managing design projects, including development, prototyping and cross-functional collaboration on activation throughout the USHI organization.

Functional Area Workshops : Facilitate workshops with Lowe’s functional areas (or channels), co-create roadmaps and measurements of success.

Facilitate Storytelling : Facilitate and direct the customer storytelling framework, prioritize customer engagement opportunities, establish seasonal learning plans and develop continuous improvement models.

Channel Expertise : Develop expertise in activating the EA in each channel, create strong relationships with stakeholders, research and apply best practices, establish content for the COE.

CXD Liaison : Partner within CXD to apply EA to in-flight design projects (Refresh, Maintenance), MyLowes and the Customer Engagement Platform.

Engagement Rules : Translate the Experience Architecture into customer engagement rules, communications governance and design principles to support desired Lowe’s customer experience as we develop the Lowe’s Customer Experience Management System and MyLowes capability.

Core Responsibilities:

Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members.

Conducts or oversees business-specific projects by applying deep expertise in subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities

Required Minimum Qualifications :

· Bachelor’s Degree in experience design, retail management, business management, organizational development or related field plus 5 years of experience in a branded/experiential retail environment or marketing/customer service/customer experience within mass retail. Or 8+ years of experience in experience design, experience in a branded/experiential retail environment or marketing/customer service/customer experience within mass retail.

Preferred Qualifications :

· 5+ years proven track record for uncovering customer needs through customer centric design research methodologies.
· Framing research findings into design problems to be solved.



About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service 2,365 home improvement and hardware stores and employ over 290,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com .
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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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