Sr Dir-Customer Experience Strategy and Integration

What you will do
• Crafts omni customer journeys/experiences & realization roadmaps in alignment with Lowe's brand and enterprise strategy in an effort to create a more seamless customer experience.
• Identifies impactful customer segments and journeys/experiences that drive incremental revenue to the enterprise.
• Leads the unification of siloed customer marketing efforts to ensure a seamless customer journey to strengthen Lowe's brand across all channels.
• Determines opportunities for marketing improvements that meet industry standards and effect the largest customer segments based on 3rd party resourcing and audits.
• Delivers a baseline report of where Lowe's stands within the industry and omni channel roadmap to senior leadership.

• Develops business cases for both customer experience and employee experience initiatives as necessary along the journey mapping process.
• Identifies actionable and well-timed experience metrics to measure the effectiveness of journeys and implementation strategies.
• Drives revenue and other key KPIs through the successful implementation of experience-centric strategies.
• Monitors and optimize customer business performance metrics to ensure alignment with strategic objectives.
• Partners with finance to determine the investment required to address the customer journey/experience. May present business cases to finance in partnership with cross functional leaders to express strategic goals and potential return on investment.
• Develops top-tier talent and capabilities within Lowe's, elevating the organization's expertise in customer journey and customer strategy work.
• Manages project efforts across marketing functions to drive key deliverables and hold teams accountable to completion of work.
• Serves as the subject matter expert to senior leadership on customer strategy, customer data, journey mapping, and integrated omni marketing experiences.
• Develops the customer touch point roadmap which includes the operations plan on how to achieve department goals.
• This position manages/supervises people

Required Qualifications:
• Bachelor's Degree Marketing or related field and 11-15 Years Marketing, Customer Experience Design, Human Design or Customer Personalization experience
• 5-7 Years Customer Marketing, Customer Journey development
• 8-10 Years Leading teams cross functionally
• 8-10 Years Leading direct team members

Preferred Qualifications:
• 5-7 Years Customer Experience Design, Human Design Experience

About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.