Ecommerce Consumer Experience Manager

As the UI/UX Design Manager, you will play a critical role in leading and managing the design to create exceptional user experiences and visually appealing interfaces for our brands and products. Your expertise in user-centered design principles, UI/UX discipline leadership, and project management will contribute to the success of our digital products and enhance customer satisfaction. You will collaborate closely with cross-functional teams, external partners, developers, and stakeholders, to ensure the alignment of design strategies with business goals.

KEY FUNCTIONAL RESPONSIBILITIES

• Collect and evaluate user requirements in collaboration with key stakeholders
• Illustrate design ideas using storyboards, process flows and sitemaps
• Build UI site experiences such as (but not limited to) landing pages, navigation buttons, search fields, site templates, site individualized components, etc.
• Develop UI mock-ups and prototypes that clearly illustrate how sites function and look 
• Prepare and present rough drafts to internal teams and key stakeholders
• Identify and troubleshoot UX problems (e.g. responsiveness)
• Conduct layout adjustments based on user feedback
• Adhere to brand standards based on the overall Gibson Brand Guidelines

Special Projects

• The Manager may be requested to prepare, participate in, and/or lead projects

Demonstration of Key Competencies (Requirements)

Leadership

• Set clear strategies, goals, expectations, and performance metrics for all UI/UX elements of the site
• Foster a collaborative and innovative design culture that encourages creativity and continuous improvement
• Makes clear decisions, which may involve making difficult choices
• Takes responsibility for actions, projects and people
• Takes initiative and acts with confidence
• Provides others with clear direction, initiates and generates activity
• Demonstrates excellent process and project planning

User-Centric Design

• Lead the creation of user-centered design concepts, wireframes, mock-ups, and prototypes that effectively address the user needs and business requirements 
• Conduct user research, usability testing, and gather feedback to iterate and optimize design concepts
• Thinks about the Lifetime Value of a consumer 

Design Strategy

• Focuses on business needs and customer experiences / journeys
• Establish and maintain design standards, guidelines, and best practices to ensure consistency and cohesiveness across all products and platforms
• Drives execution under own direction and is self-sufficient, without the need of permanent supervision and effectively balances autonomy and collaboration
• Review and approve design deliverables to ensure objectives are met
• Ability to prioritize, plan, and pivot quickly as consumer expectations change
• Deals with ambiguity, making positive use of the opportunity it presents
• Maintains a positive outlook at work
• Works productively in an omnichannel dynamic matrix organization

Interacting & Communication

• Present design concepts, strategies and rationale to stakeholders, ensuring their understanding and alignment
• Effectively communicate design decisions and advocate for user-centered design principles within the organization
• Navigates the Gibson Brand Matrix to build effective relationships with global and local staff.
• Makes strong personal impression on others and gains clear agreement and commitment from others by persuading, convincing and negotiating.
• Builds trust, teamwork, practices and encourages an open, honest and direct communication, and promotes constructive feedback. 
• Upholds our company values, demonstrates integrity and commitment to the organization
• Maintains a positive outlook at work
• Works productively in an omnichannel dynamic matrix organization
• Writes and presents clearly, succinctly and correctly in an engaging and expressive manner. Is concise, well-structured and logical. 
• Expresses information and key points of a topic clearly and concisely

PERSON SPECIFICATION

Required Experience

• 5+ years relevant work experience 
• Demonstrated leadership within past roles
• A portfolio of professional UI/UX design work for both web and mobile platforms.
• Stays up-to-date with UI/UX design trends, tools, and technologies to ensure the team/company remains current and relevant
• Experienced in developing Consumer Experience Playbooks and Protocols based on omnichannel best practices
• Experience in working in a dynamic global premium branded consumer goods company is preferred
• Post-secondary education in Business/Marketing or related area or equivalent experience (Bachelor/Master Degree)

Essential Skills

• Experienced/Proficient in Microsoft Word, Power Point, Excel, and Outlook and Business Tools
• Working knowledge of the following technologies and software: Sketch, InVision, Visio, HTML, CSS (SCSS), iOS, Android, Design Systems, and Adobe Creative Suite.
• High digital acumen: understanding of dealer and consumer service technology (e.g., Salesforce CRM, B2B Sales Portal, CS Tele Communication Systems, Omnichannel Communication Platforms) 
• Fluent communication skills in English

Personal Qualities

• Able to proactively question and challenge to prioritize and identify solutions in timely manner
• Works with a sense of urgency and a desire for excellence in performance and customer satisfaction
• Curious in nature and always looking to question, learn, and look for better ways to do things
• Ability to remain objective and exercise good judgment, decision making, diplomacy and discretion
• Excellent problem solving and conflict resolution skills
• Ability to maintain confidentiality and deal appropriately with sensitive issues
• Maintains a positive outlook at work
• Personable, fun, team oriented and ignites a positive work atmosphere
• Passion for music is a plus

Travel
 Periodic travel between Gibson Brands locations, to commercial meetings, dealer meetings, and Gibson Brands events may be required (approximately 5-10%). 

Nota Bene:

The company’s job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.