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Senior Director, Experience Design & Research

About the position

Based in Deerfield, Illinois, the Senior Director will lead the evolution of Walgreens’ UX organization from a production-focused design function into a strategic business capability that helps shape what Walgreens builds and drives measurable customer, patient, and business outcomes. This leader will set the vision for a multidisciplinary experience organization spanning Product Experience Design, Research Strategy, Content Strategy, Service Design, and AI-enabled experience practices. Working closely with Product, Engineering, Digital, Pharmacy, Retail, and executive leadership, the Senior Director will ensure that customer evidence and experience strategy influence decisions early—not simply after requirements and solutions have already been defined.

Responsibilities

Defines the strategy around the customer experience and what is important to the success of the business.
Translates business goals into a holistic plan (short term goals and longer-term strategic initiatives) with actionable strategies to ensure ease of use and an engaging experience.
Provides leadership and guidance to build a world class user experience team by leading the work to define standards, guidelines, best practices, processes and determining how the user experience team interacts with other groups.
Makes actionable recommendations to executive management and business groups on strategic “voice of the customer” topics to develop a world class user experience.
Acts as the owner of the customer experience and advocate (voice) for the end user in the development of the philosophy and vision for the organization.
Leads the analysis and research around the customer experience, collaborating with the Design Research team and Business Analytics.
Ensures the implementation of research results to reduce user pain points.
Works collaboratively with business leads, strategists, and product managers to enhance the experience of the customer and to ensure the online customer succeeds in obtaining value from the site.
Analyzes long-term impact of new or anticipated strategies and decisions.
Sets budgets, operational plans and performance requirements for the specified are of responsibility.
Responsible for meeting budgetary goals and objectives.
Leads team and facilitates communication between staff, management, vendors, and other technology resources within and outside of the organization.
Shares highly complex information related to areas of expertise.
Interacts with senior management to keep abreast of objectives.
Interacts with direct reports and peers in management / customers / vendors to interpret information and improve cross-functional processes and programs.
Builds and enhances key internal and external contacts.

Requirements

Bachelor’s Degree and at least 8 years of experience in UX service design OR High School/GED and at least 11 years of experience in UX service design
At least 5 years of experience directing and managing a UX design team
Experience using interpersonal communication and presentation skills to present ideas effectively and strategically present ideas to executive level management and external stakeholders.
Expertise in standard UX software such as Sketch, OmniGraffle, Axure, InVision, UXPin, Balsamiq, Framer, and the like
Experience with usability testing, & A/B testing.
At least 5 years of experience contributing to financial decisions in the workplace.
At least 5 years of direct leadership, indirect leadership and/or cross-functional team leadership.
Willing to travel up to 20% of the time for business purposes (within state and out of state).

Nice-to-haves

Master’s degree in Human Factors, Design, Business, Psychology, Information Science, or a related field.
12 or more years of progressive experience in UX, Product Design, Service Design, Customer Experience, Design Research, or a related discipline.
Five or more years of experience leading managers, senior individual contributors, and multidisciplinary UX teams.
Demonstrated success building, scaling, or transforming an established UX, Design, Research, or Customer Experience organization, including evolving operating models, team capabilities, and ways of working.
Track record of influencing executive-level product or business decisions through customer evidence, experience strategy, and strong cross-functional partnership.
Broad expertise across human-centered design, customer research, service design, content strategy, and end-to-end journey design across digital, physical, service, and assisted touchpoints.
Experience establishing customer intelligence, Voice of Customer, or continuous-insight capabilities that integrate qualitative research, analytics, customer feedback, operational data, and market insights.
Demonstrated AI fluency across design, research, content, or customer experience, including the ability to provide appropriate context, question assumptions, evaluate output quality, and maintain human judgment and accountability.
Experience connecting UX or experience investments to measurable customer, patient, operational, or business outcomes.
Experience working in healthcare, retail, another highly regulated industry, or a large and complex enterprise.

Benefits

To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/bene

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