Director Product User Experience

QVC   •  

West Chester, PA

Industry: Retail / Diversified


8 - 10 years

Posted 299 days ago

This job is no longer available.


As the world's leading video and ecommerce retailer, QVC has a history of growth and success that goes unmatched. We are an $8.8 billion business that reaches over 300 million homes worldwide. QVC continues to grow on-line, on-air, and through mobile. Ranked as the #3 largest mobile commerce player among multi-category retailers, our global organization is expanding and we in search of talent to join our high performing team. We are an innovative, technology-driven company that embraces corporate responsibility and is committed to our people. Located just outside of Philadelphia, our US Headquarters are in West Chester, PA. Whether you’re coming from Center City, the airport, or a suburb with regional rail service, the QVC shuttle service provides a stress-free daily commute to work.

The Director of Product User Experience is responsible for creating and building the Studio’s digital footprint and OTT video services, designing the products and technology that leverage our rich content opportunities and harnesses the power of social media. As part of the QVC overall growth strategy, the Product Experience Director works closely with divisions including QVC, HSN, and Zulily. The current portfolio of products include: Website experiences, Mobile App experiences, VOD and Emerging Platform experience, Voice and search technology, Broadcast Media technology, Social Media and Marketing Growth platforms, as well as Contact center support. The Director of Product experience will be at the intersection of entertainment, retail, and social, reaching audiences anywhere, across any platform.

At QVC we are laser focused on understanding and offering the bestexperience possible to our customer. QVC is excited to find a leader with this same focus and passion whom will lead and influence ouruser experience and strategy on a global level and across alldigitalplatforms. QVC offers the unique opportunity to work across our board ecosystem not only focusing on what’s now but what’s next.

Job Description Details

The Director Product Experience will establish a global vision for our customer’s user experience across all of our digital platforms (web, tablet, app, ordering, etc..), and will put into place a team, processes, and design best practices to enhance the company’s brand essence and digitalsales strategies across the enterprise.

The candidate will lead our Experience Design team with the understanding of how to conceive, structure, and develop global user experience strategies and specifications for our core digital platforms to be applied in each market.  In doing so, this person will provide strategic leadership in expressing our brand experience and the application and advocacy of user-centered design methodologies to ensure usability of websites and interactive applications.

The candidate’s accountabilities will include:

User Experience Design deliverables for the core platforms:

  • Developing, designing, maintaining, and optimizing a user experience across customer facing and ordering platforms that is consistent with our Brand;
  • Provide user experience and design strategy, direction, best practices for Information architecture, design and navigation flows
  • Working with the Customer Journey and Interactive Commerce Experiences leads to express the user experience strategy
  • Standing up a dedicated team of UX Architects and UX Designers, to support the the Product Management Organizations responsible for creation of UX assets required for feature enhancements and capabilities.
  • Responsible for maintaining and improving the user experience process from strategy through implementation. This includes driving the experience strategy and deliverables, standard deliverable templates and best practices as well as ensuring integration with other key departments.
  • Leading solutions for Integrating usability, accessibility, and customer behavior research across the enterprise.

User Experience Design Standards and Guidelines for Enterprise and Market level:

  • Establish User Experience Design guidelines that supports each market’s ability to leverage the all core interactive platforms to support both their market needs and the overall digitalexperience vision for the Enterprise and/or sub brand.
  • With support from the Brand Strategy Lead, translate overall brand design direction to final interactive design on interactive/ordering platforms
  • Consulting with eCommerce teams and Content Production in each market to ensure the user experience and design standards can be effectively applied in each market, including support for unique and market specific situations

User Experience Design Emerging platforms

  • Provide thought leadership and support in designing concepts and prototypes for emerging platforms and customer interactions (i.e. Voice, AR/VR)
  • Collaborate closely with Customer Behavior and Product Management Leads to priorities and shape future User Experiences.
  • Experience: 7+ years experience in Interactive Product Design and User Experience
  • Education: Bachelor’s degree with an MBA preferred
  • Candidates must be able to show proven experience and understanding current and emerging media platforms including ecommerce, mobile commerce, IP-based media, cable/broadcast television, voice interaction, and AR/VR
  • Proven ability to work cross-functionally in a multi-function organization
  • Relationships within technology and digital media industry
  • Proven ability to work cross-functionally in a multi-function and globally based organization
  • Extensive experience managing and mentoring teams of high-performing professionals across diverse disciplines such as marketing, sales, web development, business intelligence and other functional business areas.
  • Experience in leading and managing a team of varying experience levels and across global locations
  • Design and/or Interactive agency experiencepreferred
  • Provide thought leadership and support in designing concepts and prototypes for emerging platforms and customer interactions (i.e. Voice, AR/VR)
  • Collaborate closely with Customer Behavior and Product Management Leads to priorities and shape future User Experiences.
  • Demonstrated success defining and launching world class user experiences on a variety of retail platforms
  • Proven ability to influence cross-functional teams
  • Excellent written and verbal communication skills
  • Excellent teamwork skills; including leading globally located teams
  • Risk-oriented
  • Able to establish credibility quickly in order to effectively interface at all levels in a complex organization
  • A strong personal style that will enable him/her to persuade and motivate others to accomplish corporate goals
  • A solid work ethic; positive attitude and potential for continued career growth; Bright, highly motivated and pro-active, confident digital media executive.
  • Comfortable in both a lean, “start-up like” environment and a large global organization
  • Skilled at leading effective design organizations within a shared service/matrix model
  • Expert in leading designs team integrated into Agile/SCRUMteams.   
  • A team player with a competitive but collaborative style;  proactive, decisive and self-sufficient, with the ability to anticipate the business needs.
  • Should be a hands-on executive with a “can do” attitude who can work effectively in developing digital media and online plans and strategies.
  • The ability to make strategic focused decisions with limited and/or ambiguous information
  • Experience in media or retail industry preferred