Sr Director, Customer Journey Experience Design

Own experience design strategy and execution across the full customer journey, spanning discovery, browse, product detail, checkout, and post-purchase.

Partner with Product Management (PdM) leadership to embed UX into the product operating model: stage gates, quarterly planning, and delivery cadences. Ensure experience requirements are explicit inputs to BRDs and PRDs, not afterthoughts.

Lead a hybrid team of Gap FTE designers and managed service partners. Set clear accountability for experience quality, govern the onshore-offshore delivery model, and scale execution without diluting craft.

Thrive in an environment where the distance from conversation to prototype to insight is measured in hours, not weeks, and AI is the accelerant. Energized by velocity. You see AI as a craft multiplier and naturally operate at the pace it enables, compressing the space between idea, artifact, and evidence.

Drive customer journey experience quality across four brands, balancing platform consistency with brand differentiation. Define when experiences should be shared and when they must be distinct.

Establish and maintain design review practices that are visible to cross-functional partners. Create the rituals and standards that connect UX decisions to business outcomes – look to measure everything.

Collaborate with UX Research to ensure customer insights inform design decisions upstream in discovery, not downstream as validation. Champion a data-driven design culture.

Partner with Design System leadership to ensure customer journey teams adopt, contribute to, and benefit from shared components, patterns, and accessibility standards.

Lead omnichannel experience thinking: connect digital, store, and emerging channel experiences into coherent customer journeys. Advocate for service design methodology where journeys cross system and organizational boundaries.

Set the bar for design excellence. Define what great looks like, demonstrate it through your own craft, and coach others to achieve it.

Measure and communicate UX impact. Connect experience design work to conversion, engagement, retention, and brand health metrics. Build the case for continued investment in design capability.

Extensive experience leading UX design teams at enterprise scale, with direct accountability for consumer-facing digital commerce experiences across multiple brands or product lines.

Deep fluency in end-to-end customer journey design, from acquisition and discovery through purchase, post-purchase, and loyalty. You understand how individual touchpoints connect into holistic experiences.

Proven ability to operate within a product operating model, partnering with Product Management and Engineering as a peer. You influence product strategy, not just execute design requests.

Experience managing hybrid or managed service delivery models. You know how to maintain quality and craft standards while scaling through external partners.

Strong perspective on brand-differentiated design within a shared platform. You can articulate when consistency serves the customer and when brand expression must take priority.

Track record of embedding UX into organizational processes: planning cycles, governance, stage gates, and delivery cadences. You build systems, not just designs.

Comfort with omnichannel complexity. You think across digital, physical, and emerging channels and understand the operational realities of store execution alongside digital optimization.

Data-informed design leader who connects UX decisions to measurable business outcomes and can communicate impact to executive stakeholders.

A talent builder who develops people, grows cross-functional capability, and creates a design culture grounded in craft, collaboration, and accountability.

You know what great looks like, and you elevate the craft, culture, and capability of everyone around you to achieve it.