Your Impact

The Sr. Manager Customer Experience Activation reports to the Senior Director, Customer Experience Strategy & Integration and assists in the activation of defined strategically identified customer journeys in partnership with other CXI team members. The role requires a partnership with Enterprise Strategy, Finance, Consumer Insights, and a view across physical and digital touchpoints to fully activate key experiences, the moments that matter most when customers interact with our brand, and the experience elements that may

either be broken (or need to be created). The Senior Manager partners leads cross functional teams to assist in facilitating the implementation plan to bring the experience to life. This team member is an integrator and problem solver and leverages human-centered design principles and customer insights to transform business objectives into customer-centric experiences that drive tangible business outcomes.

What you will do

• Develops customer journeys/experiences in alignment with Lowe's brand and enterprise strategy in an effort to create a more seamless customer experience.
• Workshops solutions that leads to impactful customer experiences that drive incremental revenue to the enterprise.
• Tracks the application of key components of business cases for both customer experience and employee experience initiatives as necessary along the journey mapping process.
• Tracks revenue and other key KPIs connected to the successful implementation of experience-centric strategies.
• Assists in partnering with finance to determine the investment required to address the customer journey/experience.
• Assists in elevating the organization's and companies expertise in customer journey and customer strategy work.
• Assists in managing project efforts across business partner functions to drive key deliverables and hold teams accountable to completion of work.
• Develops the customer touch point roadmap with Director.

Required Qualifications:

• Bachelor's Degree in Marketing or related field and 8-10 Years related to Customer Experience Design, Human Design or Customer Personalization
• 8-10 Years of general experience in Marketing or Customer Experience or relatable retail design experience
• 6-8 years of experience in Customer Journey development and implementation.
• 3-5 Years of collaborating closely with/ leading cross functional team members

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.