Executive Director, Experience Design

It's fun to work in a company where people truly BELIEVE in what they're doing!

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification™ for 2022-2023 in the United States! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This role is in our Irvine, California corporate headquarters and has the opportunity for hybrid work with up to 2 days a week remote.

The Executive Director, Experience Design is responsible for optimizing the experience that our associates, customers and vendors have using the Ingram Micro Xvantage™ platform and our Ingram Micro brand. They oversee and lead the design of all touchpoints within the platform, including products, engines, and functions within the platform, to create strong ties between our users and our Ingram Micro brand. The experience we require needs to be intuitive, impactful, and insightful, as well as reflect our company’s core values. To accomplish this, this Executive Director will be a key member on the Product Leadership team reporting to Chief Product officers and will collaborate with their team, consisting of the leaders across Experience Design, Customer Experience and UX Research teams composed of internal and external team-members, and lead the collaboration with Marketing, Product, Engineering, Operations and Sales teams globally, regionally, and locally to ensure we maximize value through an exceptional experience, earn trust and maximize loyalty to Ingram Micro.

Ingram Micro Xvantage™ is an AI led self-learning global eCommerce and distribution experience platform for businesses and technology brands worldwide – much like those we use every day to hire a car, order groceries, or find a place to stay. This platform will be used by our customers, our vendor partners, and by our associates – each having their own unique view – to connect, collaborate, learn, and manage our entire business of products, services, software and cloud, and business solutions in one “single pane of glass.” Once fully provisioned, it will be like having a “digital twin” for Ingram Micro. 

Your role:

• Establish the key needs, requirements, and expectations of Ingram Micro Xvantage™ users and develop an experience design strategy that addresses these across platform touchpoints and functionality.
• Initiate strategies and put processes in place that anticipate changes in user behavior, document usage and engagement, as well as determine experiential opportunities across customer journeys.
• Lead the vision and direction for evolutionary phases of customer experience on the Ingram Micro Xvantage™ platform and all customer touch points. 
• Work with product teams to design, develop, lead, and ensure a seamless brand and buying experience with technology, as well as an exceptional experience with insights, content other touchpoints in the way customers engage and partner with Ingram Micro.
• Gather feedback from Customer Experience metrics, as well as innovate on customer community channels, Change Management processes and usage analytics, and use feedback to continuously evolve, improve, and establish exceptional experiences that are documented and shared with Communications and Marketing.
• Collaborate with go-to-market, product management, engineering, data and AI teams, UX, change management, as well as content and marketing teams on the development of new digital products and engines, as well as on the ongoing improvement of user experience with existing functionality, products, and engines.
• Develop and suggest new products or improvements to existing products which would positively impact user experience, and the overall value of the Ingram Micro Xvantage™ platform.
• Ensure the Customer Experience strategies align with business objectives and marketing goals and outcomes, as well as drive innovation culture with design hackathons and design sprints.
• Act as a leader and mentor in project work: create high-quality deliverables, facilitate client discussions and workshops, lead critiques, and coach fellow experience de