Director User Experience, eCommerce

We are seeking a Director of UX who instinctively “puts the customer hat back on” in every decision, someone who champions experiences that serve real user needs first, not just internal assumptions.

This role will lead the UX vision for our eCommerce ecosystem, ensuring every interaction, from discovery to checkout to post-purchase, is intuitive, frictionless, and grounded in a deep understanding of customer behavior. You’ll balance empathy with data, crafting experiences that both delight users and drive measurable business outcomes.

Key Responsibilities

• Define and lead a customer-first UX strategy across all eCommerce touchpoints
• Act as the voice of the customer, consistently advocating for user needs in product and business decisions
• Lead and develop a team of UX designers and researchers, fostering a culture of curiosity, empathy, and accountability
• Map and optimize end-to-end customer journeys (browse, search, product detail, cart, checkout, post-purchase)
• Identify friction points and relentlessly simplify the user experience
• Partner with Product, Engineering, and Marketing to deliver seamless, conversion-optimized experiences
• Leverage qualitative research, usability testing, and behavioral data to inform decisions
• Drive experimentation (A/B testing, personalization) to continuously improve conversion and engagement
• Establish scalable design systems and UX standards across platforms
• Ensure accessibility and inclusive design are embedded in all experiences

What Sets You Apart

• You naturally challenge assumptions by asking, “What problem are we solving for the customer?”
• You simplify complexity and remove friction wherever it appears
• You balance business goals with genuine user advocacy—without compromising either
• You are as comfortable reviewing analytics dashboards as you are observing a usability test
• You lead with curiosity, not ego