Your Role
We are seeking a highly experienced UX Strategy Lead to help define and guide the future direction of our digital customer experience. This role focuses on understanding how customer needs, behaviors, and expectations are evolving and translating that understanding into clear experience opportunities and strategic guidance that inform executive decision‑making and long‑range planning.
The UX Strategy Lead works primarily at a 12–18 month horizon, operating ahead of committed roadmaps and initiatives. This role combines hands‑on research, strategic synthesis, and executive influence, with an emphasis on identifying emerging experience needs early enough to shape priorities, investment decisions, and future product direction.
Your Impact
- Identify emerging customer needs, behavioral shifts, and experience gaps across the digital ecosystem, with a focus on implications 12-18 months ahead
- Lead and conduct future focused UX research, personally designing and executing generative and exploratory studies to surface early signals and test strategic hypotheses
- Synthesize research, behavioral data, market dynamics, and technology trends into clear experience problem statements and opportunity areas
- Evaluate opportunity readiness by distinguishing between signals to monitor, hypotheses to test, and priorities ready for investment
- Structure future experience opportunities so they can be compared, prioritized, and sequenced over time
- Translate insight into decision-ready strategy inputs for executive and senior leadership audiences
- Articulate experience led strategic options, including implications, risks, and tradeoffs across potential paths forward
- Influence portfolio and annual planning by clarifying where existing or planned experiences may not meet evolving customer expectations
- Define future state experience direction through practical strategy artifacts, such as opportunity maps, future state journeys, experience principles, and roadmaps
- Recommend and co-create Product Requirement documents that translate validated experience opportunities into clear problem framing, principles, success criteria, and constraints
- Support product, design, and technology teams as strategies move toward execution by ensuring customer intent and strategic rationale remain clear
Click here for benefit details related to this position.
Your Experience
- Bachelor’s degree in design, Human‑Computer Interaction, Psychology, Business, or a related field, or equivalent professional experience
- 8+ years of experience in UX, product strategy, service design, or related disciplines
- Demonstrated experience influencing product or experience direction at a portfolio, platform, or ecosystem level, particularly in ambiguous spaces
- Proven ability to lead and conduct UX research independently, including generative and exploratory studies that inform future‑focused strategy and decision‑making
- Strong ability to synthesize research, data, and diverse inputs into clear, actionable, and defensible insights that guide strategy and investment decisions
- Deep experience with UX strategy, systems thinking, and journey‑level design, including defining experience direction across multiple touchpoints or initiatives
- Experience creating strategy artifacts such as opportunity maps, future‑state journeys, experience principles, or horizon‑based roadmaps
- Experience contributing to or authoring product strategy or requirements documents (e.g., PRMs), with a focus on problem framing, intent, and success criteria
- Strong understanding of digital ecosystems, e‑commerce platforms, and usability best practices; retail or fashion experience preferred, with e‑commerce experience strongly desired
- Experience partnering effectively with researchers, designers, product managers, and engineers in Agile environments
- Recognized as a strong advocate for the customer, with the ability to balance customer needs and business outcomes through evidence‑based reasoning
- Exceptional communication, facilitation, and storytelling skills, including comfort presenting complex ideas and tradeoffs to senior and executive audiences
- Comfortable navigating ambiguity and framing complex problems
- Strong collaborative mindset with an inclusive, influential working style
- Proven ability to deliver measurable customer and business outcomes through experience strategy
We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws. Please see links: California Fair Chance Act, Los Angeles Fair Chance Initiative for Hiring Ordinance, Philadelphia Fair Chance Law, San Francisco Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance
An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.
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