Experience Design Director

Position Summary

HSAD USA is seeking a customer experience leader to build and lead the Experience Design capability within the Content Experience Group.

The Experience Design Director is responsible for designing customer-centric digital experiences that improve product discovery, understanding, engagement, and conversion across the customer journey.

This role goes beyond traditional UX/UI design. The Experience Design Director will lead the development of scalable customer experience frameworks across D2C, retail, marketplace, and emerging AI-driven discovery environments.

The ideal candidate combines expertise in user experience, information architecture, customer journey design, commerce experiences, and conversion optimization to create experiences that help customers navigate complex decisions with confidence.

Mission

Design customer experiences that help customers discover, understand, compare, and choose products more effectively while driving measurable business outcomes.

Reports To

Head of Content Experience

Organization Scope

Lead the Experience Design Team and serve as the organization’s center of excellence for:

• Customer Journey Design
• Experience Architecture
• Information Architecture
• UX Design
• UI Design
• Navigation Design
• PDP Experience Design
• Discovery Experience Design
• Conversion Experience Optimization

Key Responsibilities

1. Customer Experience Strategy

Define the experience vision across customer touchpoints and commerce environments.

Responsibilities include:

• Customer journey design
• Experience framework development
• Journey mapping
• User flow optimization
• Omnichannel experience planning

Ensure customer experiences support both business objectives and customer decision-making needs.

2. Experience Architecture & Information Design

Lead the design of intuitive and scalable experience structures.

Responsibilities include:

• Information architecture
• Navigation systems
• Taxonomy development
• Content hierarchy design
• Search and discovery optimization

Create experience frameworks that reduce friction and improve customer understanding.

3. PDP & Commerce Experience Design

Own the experience strategy across product and commerce environments.

Responsibilities include:

• Product detail page experience design
• Product comparison experiences
• Feature-benefit communication frameworks
• Product exploration experiences
• Purchase decision support experiences

Design experiences that help customers evaluate products effectively.

4. Discovery Experience Design

Lead the design of customer discovery experiences across owned and retail environments.

Responsibilities include:

• Product discovery frameworks
• Browse and navigation experiences
• Search experience optimization
• Category exploration experiences
• AI-assisted discovery experiences

Improve the effectiveness of how customers find relevant products and information.

5. Conversion Experience Optimization

Partner with analytics, media, and channel teams to improve business performance through experience improvements.

Responsibilities include:

• Experience testing strategies
• Conversion optimization initiatives
• User behavior analysis
• Friction point identification
• Design performance recommendations

Use customer insights and performance data to drive continuous experience improvement.

6. Design System & Governance

Establish scalable design standards and governance frameworks.

Responsibilities include:

• Design system leadership
• UI standards and guidelines
• Accessibility best practices
• Experience governance
• Quality assurance standards

Ensure consistency across customer touchpoints and platforms.

7. Future Experience & AI Readiness

Partner with AX Transformation Office and Creative Strategy teams to prepare for emerging customer interaction models.

Responsibilities include:

• Conversational experience design
• AI-assisted customer journeys
• Voice and answer-based experiences
• Future interaction frameworks
• Experience innovation initiatives

Help position the organization for evolving customer behaviors and discovery environments.

8. Cross-functional Leadership

Collaborate closely with:

• Creative Strategy Team
• Content Production Team
• Content Operations Team
• Channel Operations Group
• Media Performance Team
• Client Service Group

Translate customer needs and business objectives into actionable experience strategies.

Serve as the organization’s lead advocate for customer-centered experience design.

9. Team Leadership & Capability Development

Build and develop a high-performing Experience Design organization.

Responsibilities include:

• Talent development
• Coaching and mentorship
• Design methodology development
• Hiring and workforce planning
• Capability assessment

Create a culture of customer empathy, experimentation, collaboration, and continuous improvement.

Qualifications

Required Experience

• 10+ years of experience in UX, UI, Experience Design, Digital Product Design, or Customer Experience disciplines
• Experience leading multidisciplinary UX/UI teams
• Strong understanding of customer journey design and digital commerce experiences
• Experience developing scalable experience systems and frameworks

Preferred Experience

• D2C commerce environments
• Consumer electronics or technology products
• Retail and marketplace ecosystems
• Conversion optimization programs
• Design systems leadership
• AI-driven customer experiences