Senior Director of Experience Management

Senior Director of Experience Management 

Remote- Open to candidates based on the East Coast, Midwest, or Central US Region

Come make the world and accelerate your success. 

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

As the Senior Director of Experience Management, you will drive customer-centric initiatives using exceptional skills in UX strategy and design leadership. This leadership position is ideal for candidates who have extensive experience in developing strategies, leading teams, partnering, fostering collaboration, and optimizing customer experience through design methodologies, digital ecosystems, and innovative practices.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with organizational goals, enhancing satisfaction, loyalty, and profitability through innovative UX methodologies and practices.
• Lead UX teams and processes, ensuring transformational digital experiences using Agile UX practices, design systems engineering, and platform optimization techniques.
• Deliver strategic initiatives like Project Polaris and digital transformation frameworks while fostering collaboration across diverse departments such as IT, brand, regional marketing and customer support.
• Establish feedback loops to gather actionable insights and implement improvements based on customer needs, pain points, and desires.
• Build and mentor cross-functional teams of UX practitioners and business analysts, fostering excellence in customer journey mapping and design-driven solutions.
• Utilize analytics tools to establish KPIs to ensure customer experience optimizations are both impactful and result-driven.
• Present best practices and training to foster innovative approaches to UX and digital methodologies.
• Partner with IT to leverage and prototype emerging tools like generative AI and modern CX platforms to optimize customer interactions and digital touchpoints effectively.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• Bachelor’s degree in UX Design, Human Capital Interaction, or related field. Master’s degree preferred
• 12+ years of experience across UX Research, Consumer Insights, Data Analytics, or related fields.
• Ability to anticipate market trends, evolving customer expectations, and develop forward-thinking strategies to address these dynamics using expertise from past UX engagements with Fortune 500 brands.
• Collaborate across teams, fostering partnerships with stakeholders to drive exceptional outcomes in digital transformation.
• Proficient in data-driven solutions to bridge customer experience gaps, measuring outcomes through actionable intelligence.
• Proven ability to lead high-performing international teams by mentoring, coaching, and building centers of excellence focused on UX methodologies and innovation.
• Expertise in tools and technologies for managing and enhancing customer journeys through innovative UX systems, such as design systems engineering.
• Ability to strongly align processes and strategies with the end-user perspective, ensuring customer-first digital transformations.
• Adept at dissecting complex challenges to deliver solutions that address client goals, enabling organizational growth.

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:  

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.

• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutu