Posted on: May 24, 2021 | Job#: 361841-200000260

Senior Director Digital Experience

Full-time | US

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About Old Navy

Forget what you know about old-school industry rules. When you work at Old Navy, you’re choosing a different path. From day one, we’ve been on a mission to democratize fashion and make shopping fun again. Our teams make style accessible to everyone, creating high-quality, must-have fashion essentials for the whole family, with love, season after season. 

We opened our first store in 1994 in San Francisco and have been on a roll ever since. We cultivate a community of playful personalities that thrive in a fast-paced environment where our employees can be their most authentic selves. Here, we’re family.

About the role

The Senior Director, Digital Experience leads our ecommerce innovation efforts for OldNavy.com, including direct management of our User Experience team members and analysts, leading the team of directors, managers and individual contributors, investing heavily in their career growth and talent development with the brand and company. This broad-based, cross-functional leader is an expert in the digital and ecommerce space, consistently looking for opportunities to test, evolve, optimize, and innovate our customer experience across all Old Navy digital vehicles, category and product pages, and through the conversion funnel. The Senior Director will partner closely with our Operations, Merchandising, Marketing and Analytics teams—utilizing key digital KPIs (conversion rate, RPV, NPS) to evaluate opportunities, assess performance, provide business/experience recommendations and lead UX solutions. In these efforts, the Senior Director will continually communicate results and recommendations to internal leadership and project teams to build a best-in-class digital and ecom experience.

What you'll do

  • Works directly with VP/Head of Digital and Ecommerce Operations, cross-functional leaders and Old Navy Online leadership team on customer issues and testing opportunities.

  • Partners with Product Management in building roadmap and project plan for Ecommerce testing, including relevant personalization tests and optimizations.

  • Brings together User Experience and cross-functional business partners to proactively improve upon the existing platform and drive customer conversion through testing and data/analytics.

  • Makes decisions based on competitive relevance and business analytics.

  • Thinks globally about the total business and how to best support the customer experience of the future via technology.

  • Designs, recruits, hires and builds Old Navy Online UX and digital experience team.

  • Develops and updates strategic plans for the digital experience based on business priorities, industry trends and customer insights.

  • Tracks and reports ecom testing performance; transforms data into actionable insights and recommendations.

  • Partners with Merchandising and Marketing to identify optimization opportunities across ecommerce experience.

  • Builds consensus with leadership and cross-functional teams on testing opportunities and priorities.

  • Responsible for setting direction and goals across direct reports to meet ongoing business and technology objectives.

  • Acts as career coach and mentor to all operations team members.

  • Provides clear direction and supportive management to team members and all business teams

  • Conducts weekly and monthly touch-bases to foster open communication around progress, feedback and expectations.

  • Develops direct reports to achieve next-level career growth

Who you are

  • 10 years digital/ecommerce program and project management experience

  • 5+ years managing large-scale digital and technical projects

  • Strong attention to detail and an ability to connect teams and customers to business goals

  • Ability to thrive in a fast-paced, deadline-driven environment

Notice to applicants in San Francisco: Gap Inc. and its related brands will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. The Fair Chance Ordinance is provided here: English Spanish Chinese Tagalog

Benefits at Old Navy

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

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