UX Director - B2B

📍 Job Overview

Job Title: UX Director - B2B
Company: The Home Depot
Location: STORE SUPPORT CENTER, ATLANTA - 9090, United States of America
Job Type: OTHER
Category: User Experience (UX) / Design Leadership
Date Posted: 2025-10-15
Experience Level: 10+ Years
Remote Status: On-site

🚀 Role Summary

• Lead the strategic vision and execution for B2B customer experience design, focusing on driving friction out of the customer journey.
• Champion customer-centric strategies by leveraging qualitative and quantitative insights to inform product, engineering, and business leaders.
• Orchestrate improvements across online, in-person, and phone interactions to enhance the holistic customer journey for The Home Depot's B2B clients.
• Develop and mentor a team of experience design leaders and individual contributors, fostering a culture of excellence and continuous improvement.

📝 Enhancement Note: While the provided title is "UX Director - B2B," the core responsibilities and company context (The Home Depot) suggest a strong focus on B2C customer experience, with potential B2B implications. The role emphasizes a holistic view of the customer journey, which is critical for both B2B and B2C operations. The "OTHER" employment type might indicate a specific internal classification; clarifying this with the hiring manager is advised.

📈 Primary Responsibilities

• Experience, Design Strategy, and Planning (50%):
  • Consistently monitor and analyze customer experience KPIs and metrics to ensure strategic initiatives deliver tangible business value.
  • Develop and articulate comprehensive, end-to-end experience design strategies that are grounded in data and empirical evidence.
  • Collaborate with cross-functional partners and stakeholders to define a compelling vision for the future of The Home Depot's customer experience and chart a path to achieve it.
  • Create and utilize artifacts such as end-to-end customer journey maps to visually represent and communicate existing customer friction points across all touchpoints (online, in-person, phone, etc.).
• Influence and Advocacy (30%):
  • Conduct in-depth competitive and comparative research to formulate strategic viewpoints on how diverse customer segments prefer to engage with The Home Depot.
  • Leverage and synthesize all available insights, assets, studies, and resources to craft compelling narratives that shift mindsets and drive adoption of customer-centric improvements.
  • Advocate for the customer by translating research findings into actionable recommendations for product, engineering, and business leaders.
• Leadership and Development (20%):
  • Shape, support, and empower a team of experience design leaders and individual contributors to elevate The Home Depot's user experience capabilities.
  • Foster an environment that encourages the development of talent and cultivates a deep understanding and advocacy for experience excellence across the enterprise.
  • Attract, retain, develop, and motivate top-tier experience design talent, ensuring the team is equipped to meet evolving business needs.
  • Provide strategic direction, mentoring, and coaching to direct reports and other senior UX leaders within the organization.

📝 Enhancement Note: The distribution of responsibilities (50% Strategy, 30% Influence, 20% Leadership) indicates a hands-on leadership role that requires strategic thinking, strong communication, and direct team management. The emphasis on "driving friction out" aligns with operational efficiency and customer satisfaction goals.

🎓 Skills & Qualifications

Education:

• High school diploma or GED (minimum).
• While no specific higher education is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is often preferred for Director-level roles in UX.

Experience:

• Minimum of 10 years of progressive experience in User Experience (UX) design, with a significant portion focused on strategy and leadership.
• Proven track record of leading UX teams and initiatives in a fast-paced, agile environment.

Required Skills:

• Strategic Vision: Ability to define and communicate a compelling, end-to-end experience design strategy aligned with business objectives.
• Customer Journey Mapping: Expertise in creating and utilizing customer journey maps to identify friction points and opportunities for improvement.
• Research & Insights: Proficiency in leveraging both qualitative and quantitative research methods to gather customer insights and inform design decisions.
• Leadership & Mentoring: Demonstrated ability to lead, develop, and mentor UX teams, including direct reports and senior leaders.
• Cross-functional Collaboration: Strong ability to build relationships and collaborate effectively with Product Management, Engineering, Operations, Marketing, and Business Line stakeholders.
• Influence & Persuasion: Skill in communicating complex ideas, advocating for user needs, and influencing decision-makers at all levels.
• Communication: Exceptional verbal and written communication skills, with a talent for storytelling and presenting findings and strategies to diverse audiences.
• Problem-Solving: Excellent analytical and problem-solving skills to address complex customer experience challenges.

Preferred Skills:

• B2B UX Expertise: Specific experience designing for business-to-business customer journeys and understanding their unique needs.
• Agile Methodologies: Experience working within or leading UX teams in an agile development framework.
• Data Analysis & KPIs: Proficiency in defining, tracking, and analyzing key performance indicators (KPIs) related to customer experience and business outcomes.
• Financial Acumen: Demonstrated understanding of business planning and financial implications of UX decisions.
• Organizational Savvy: Ability to navigate complex organizational structures and build consensus.
• Negotiation Skills: Ability to effectively negotiate conflict and persuade others on the merits of design solutions.

📝 Enhancement Note: The "Minimum Education: High school diploma" is unusual for a Director-level role. It's common for large retailers to have broad educational requirements. Candidates should highlight extensive practical experience and a portfolio demonstrating strategic impact to compensate. The "Minimum Leadership Experience: None" and "Preferred Leadership Experience: None" are also notable and suggest this role might be a step into formal leadership for someone with extensive individual contributor or informal leadership experience, or that leadership is demonstrated primarily through influence and strategic direction rather than formal management of managers.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Strategic Impact Case Studies: Showcase 2-3 in-depth case studies detailing your approach to defining and executing customer experience strategies. Each case study should clearly articulate the problem, your strategic approach, the methodologies used (e.g., journey mapping, research), the solutions developed, and the measurable business outcomes achieved.
• Leadership Examples: Include examples demonstrating your ability to lead and mentor UX teams, foster collaboration, and influence stakeholders. This could be through project leadership, team development initiatives, or cross-functional steering committees.
• Process Optimization Focus: Highlight projects where you successfully identified and reduced customer friction points, leading to improved efficiency, satisfaction, or conversion rates. Quantify these improvements whenever possible.
• Systemic Thinking: Demonstrate how your strategies considered the interconnectedness of various customer touchpoints and systems (online, in-store, operational processes) to create a cohesive experience.

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you have designed or optimized workflows to improve customer journeys, manage operational processes, or enhance team efficiency.
• Implementation & Automation: Showcase experience in guiding the implementation of UX solutions, including any experience with integrating new tools or automating processes to support the customer experience.
• Measurement & Analysis: Detail your approach to measuring the success of UX initiatives, including the definition of relevant metrics and the process for analyzing performance data to inform future iterations.

📝 Enhancement Note: For a Director-level UX role, the portfolio is crucial for demonstrating strategic thinking, leadership, and tangible impact. Focus on the "why" and "so what" of your work, not just the "what." Quantifiable results are paramount.

💵 Compensation & Benefits

Salary Range:

• Based on The Home Depot's scale for Director-level roles in Atlanta, GA, and considering the 10+ years of experience requirement, the estimated annual salary range for this position is likely between $160,000 and $220,000. This estimate accounts for the cost of living in Atlanta, the retail industry's compensation benchmarks for leadership positions, and the specialized nature of UX leadership.
• Methodology: This range is derived from analyzing publicly available compensation data for UX Director roles in major US metropolitan areas, specifically referencing retail and large enterprise companies, and cross-referencing with Glassdoor, LinkedIn Salary, and industry-specific salary surveys for UX leadership.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance.
• 401(k) Retirement Plan with Company Match.
• Paid Time Off (PTO), including vacation, sick leave, and holidays.
• Employee Discount on Home Depot purchases.
• Potential for performance-based bonuses.
• Opportunities for professional development and continuing education.
• Relocation assistance may be available.

Working Hours:

• This is a full-time, on-site position. Standard working hours are typically 40 hours per week, Monday through Friday.
• Flexibility may be available to accommodate project needs, but the role is expected to be present at the Store Support Center in Atlanta.

📝 Enhancement Note: The provided data lacks specific salary information. The estimated range is based on industry averages for a Director-level UX role in a major metropolitan area with a large company like The Home Depot. It's crucial for candidates to confirm the actual salary band during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Home Improvement) The Home Depot operates in the highly competitive home improvement retail sector. This industry demands a strong focus on customer experience, efficient operations, and continuous adaptation to evolving consumer behaviors and technological advancements. For UX professionals, this means a constant drive to simplify complex processes, enhance both online and in-store journeys, and leverage data to understand and serve a diverse customer base.

Company Size: Large Enterprise (The Home Depot is one of the largest retailers globally, with hundreds of thousands of employees). This size implies a complex organizational structure, significant resources, and the potential for both bureaucratic challenges and large-scale impact. Operations roles within such an organization often require navigating intricate processes, collaborating with numerous departments, and influencing change across a vast enterprise.

Founded: 1978 Founded by Bernard Marcus, Arthur Blank, Ron Brill, and Pat Farrah, The Home Depot has grown from a single store to a global powerhouse. This history suggests a culture that values innovation, customer focus, and operational excellence, likely with established processes and a strong brand identity.

Team Structure:

• Operations Team Aspect 1: This role reports to the Sr. Director User Experience and directly manages a team of 3-10 experience design leaders and/or individual contributors. The team likely comprises specialists in UX research, interaction design, visual design, and content strategy, all contributing to the B2B and B2C customer experience.
• Operations Team Aspect 2: The reporting structure places this role within a broader UX/Customer Experience organization, with significant collaboration expected with Product Management, Engineering, and various Business Lines. This implies a matrixed environment where influence and partnership are key.
• Operations Team Aspect 3: Cross-functional collaboration is central, requiring close alignment with teams responsible for product development, digital platforms, store operations, supply chain, and marketing to ensure a cohesive customer experience strategy is executed across all touchpoints.

Methodology:

• Operations Process 1 (Data Analysis): The role emphasizes using qualitative and quantitative insights, KPIs, and metrics to inform strategy and decision-making, indicating a data-driven approach to understanding customer behavior and experience effectiveness.
• Operations Process 2 (Workflow Planning): Creating end-to-end customer journey maps and developing experience design strategies are core to planning and optimizing customer workflows.
• Operations Process 3 (Automation & Efficiency): The goal of "driving friction out" of the customer experience inherently points towards identifying opportunities for process streamlining and potential automation to enhance efficiency and customer satisfaction.

Company Website: https://www.homedepot.com/

📝 Enhancement Note: The "B2B" in the job title, contrasted with the broad "customer-centric strategies" and the company's primary retail focus, suggests this role might oversee UX for both B2B and B2C aspects of The Home Depot's digital presence, or specifically for their Pro/Contractor services. Understanding the specific B2B segment is key.

📈 Career & Growth Analysis

Operations Career Level: Director, User Experience This is a senior leadership position responsible for setting strategic direction for a significant area of customer experience design. It requires a blend of strategic thinking, deep UX expertise, strong leadership capabilities, and the ability to influence organizational change. The role is accountable for the effectiveness of the UX team and the impact of its work on customer satisfaction and business objectives.

Reporting Structure: This role reports to a Sr. Director of User Experience, indicating a layered leadership structure within the UX organization. The Director will have direct reports, likely including senior UX designers, researchers, and potentially other UX managers, depending on the team's specific structure. Close collaboration with Directors and VPs in Product, Engineering, and Business Lines is expected.

Operations Impact: The UX Director's impact is measured by their ability to:

• Reduce Customer Friction: Directly improve the ease and efficiency of customer interactions across all touchpoints, leading to higher satisfaction and loyalty.
• Drive Business Growth: Influence product strategy and development to create experiences that lead to increased conversion rates, higher average order values, and greater customer lifetime value.
• Enhance Operational Efficiency: Streamline processes through better UX design, which can indirectly improve internal operational efficiency and reduce support costs.
• Shape Company Culture: Champion a customer-centric mindset throughout the organization, influencing how product, engineering, and business teams approach customer needs.

Growth Opportunities:

• Senior Leadership: Potential to advance to Sr. Director or VP-level roles within the User Experience or Customer Experience organization, overseeing larger teams and broader strategic domains.
• Specialization: Opportunity to deepen expertise in specific areas, such as B2B customer journeys, digital transformation, or customer analytics, becoming a recognized subject matter expert.
• Cross-Functional Leadership: Transition into broader product management, digital strategy, or general management roles leveraging a deep understanding of customer needs and business operations.
• Skill Development: Continuous learning through industry conferences, advanced training, and exposure to complex enterprise-level challenges, particularly in areas like AI in UX, personalization, and large-scale digital transformation.

📝 Enhancement Note: The "Minimum Leadership Experience: None" is a critical point that suggests growth into this role might be from a senior individual contributor or a team lead position. The emphasis is on strategic influence and team development rather than managing managers, which is common in large, matrixed organizations.

🌐 Work Environment

Office Type: Corporate Headquarters / Store Support Center The role is based at The Home Depot's Store Support Center in Atlanta. This type of environment is typical for corporate leadership roles, housing central functions like IT, HR, Marketing, Product Management, and UX. It's designed for collaboration, strategic planning, and executive decision-making.

Office Location(s):

• STORE SUPPORT CENTER, ATLANTA - 9090, United States of America. This is the primary work location.
• Travel: Requires overnight travel 5% to 20% of the time, likely to other corporate offices, research facilities, or key business locations to foster collaboration and understand operational realities.

Workspace Context:

• Collaborative Environment: The Store Support Center is designed to foster collaboration, with ample meeting spaces, open-plan areas, and dedicated project rooms to facilitate interaction between different departments.
• Operations Tools & Technology: Access to enterprise-grade collaboration tools, design software, analytics platforms, and internal systems necessary for UX research, design, and strategic planning.
• Team Interaction: Frequent opportunities for direct interaction with direct reports, peers in Product and Engineering, and senior leadership to discuss strategy, review work, and drive initiatives forward.

Work Schedule:

• Primarily a 40-hour work week, Monday to Friday, with the expectation of being physically present at the Atlanta Store Support Center.
• While core hours are standard, the nature of a Director-level role may require occasional extended hours to meet project deadlines or address urgent strategic needs. The emphasis is on delivering results and strategic oversight rather than strict time tracking.

📝 Enhancement Note: The on-site requirement at a large corporate center implies a structured, professional environment with expectations for consistent presence and engagement with a wide array of internal stakeholders.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by a recruiter to assess alignment with minimum qualifications and experience.
• Hiring Manager Interview: A discussion with the Sr. Director of User Experience focusing on your strategic approach, leadership philosophy, and past experience leading UX initiatives. Expect questions about your approach to customer journey mapping, data utilization, and team development.
• Panel Interviews: Meetings with key stakeholders from Product Management, Engineering, and potentially Business Lines. These interviews will assess your ability to collaborate, influence, and understand business needs. Be prepared to discuss how you've worked with these teams in the past.
• Portfolio Presentation: A dedicated session where you will present 2-3 key case studies from your portfolio. This is a critical stage to demonstrate your strategic thinking, process, and impact.
• Final Round / Executive Interview: Potentially a meeting with higher-level leadership to assess cultural fit, strategic alignment, and overall leadership potential.

Portfolio Review Tips:

• Focus on Strategy & Impact: For each case study, clearly articulate the business problem or customer challenge, your strategic approach, the methodologies employed, your specific role and contributions, and the tangible business outcomes or KPIs improved. Quantify results whenever possible.
• Showcase Leadership & Influence: Include examples that demonstrate your ability to lead teams, mentor designers, and influence stakeholders across different departments. Highlight instances where you successfully advocated for user needs against competing business priorities.
• Demonstrate Process: Walk through your design process, from research and discovery to strategy development, solution design, and measurement. Show how you adapt your process to different project needs.
• Tailor to The Home Depot: Research The Home Depot's current initiatives, B2B offerings (e.g., The Home Depot Pro), and customer feedback. Frame your case studies to resonate with their business goals and challenges.
• Prepare for Q&A: Anticipate questions about your decision-making process, how you handle conflict, how you measure success, and how you would approach specific challenges at The Home Depot.

Challenge Preparation:

• Strategic Scenario: You might be given a hypothetical business problem or customer scenario and asked to outline your approach to developing an experience strategy. Focus on your process for understanding the problem, gathering insights, identifying opportunities, and proposing solutions.
• Process Improvement Exercise: Be ready to analyze a given customer journey or process and suggest improvements based on UX principles and data.
• Presentation Skills: Practice delivering your portfolio presentations concisely and engagingly, ensuring you can articulate complex ideas clearly and respond effectively to questions.

📝 Enhancement Note: Given the Director level, expect a strong emphasis on strategic thinking and leadership. The portfolio presentation is likely the most critical part of the interview process.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.
• User Research & Testing: UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey, Google Forms, Hotjar.
• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Miro, Mural, Microsoft Teams, Slack.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.
• Business Intelligence/Dashboarding: Tableau, Power BI, Looker.
• Customer Feedback Platforms: Medallia, Qualtrics XM, SurveyMonkey.

CRM & Automation:

• CRM: Salesforce (likely used for B2B sales/customer management, though not directly managed by UX, understanding its role is important).
• Automation Tools: Experience with marketing automation platforms or workflow tools that impact the customer journey can be beneficial.
• Integration Tools: Understanding how different systems integrate to deliver a seamless customer experience is valuable.

📝 Enhancement Note: While specific tools aren't listed, these are standard for a large enterprise UX team. Proficiency in core design, research, and analytics tools is expected. The ability to understand how these tools integrate and support a holistic customer journey is more important than deep expertise in every single one.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of all customers, whether retail shoppers or B2B clients. This translates to prioritizing initiatives that enhance customer satisfaction, loyalty, and ease of doing business.
• Data-Driven Decision Making: Utilizing insights from data, research, and performance metrics to inform strategic choices, validate hypotheses, and measure the impact of UX initiatives.
• Efficiency & Process Optimization: A drive to identify and remove friction from customer journeys and internal processes, aiming for streamlined, intuitive experiences that save time and effort for both customers and associates.
• Collaboration & Partnership: Working effectively across diverse teams (Product, Engineering, Marketing, Operations) to achieve shared goals and ensure a cohesive customer experience strategy.
• Innovation & Continuous Improvement: Embracing new ideas, technologies, and methodologies to constantly evolve and enhance the customer experience in a dynamic retail landscape.

Collaboration Style:

• Cross-functional Integration: The UX team operates as a central partner, embedded within or closely aligned with product development squads and business units to ensure user needs are integrated from the outset.
• Process Review & Feedback: A culture that encourages open feedback loops, regular design critiques, and collaborative problem-solving sessions to refine solutions and improve processes.
• Knowledge Sharing: Emphasis on sharing best practices, research findings, and design patterns across teams to foster consistency and leverage collective learning.

📝 Enhancement Note: The Home Depot's stated values often include "Doing the Right Thing," "Excellent Customer Service," and "Giving Back." For a UX Director, these translate into advocating for ethical design, prioritizing customer needs, and ensuring the team's work has a positive impact.

⚡ Challenges & Growth Opportunities

Challenges:

• Scale and Complexity: Managing UX strategy for a large enterprise like The Home Depot involves navigating complex organizational structures, diverse customer segments (B2C and B2B), and a vast array of products and services.
• Balancing Stakeholder Needs: Effectively mediating between customer needs, business objectives, technical constraints, and the priorities of various internal departments requires strong negotiation and influence skills.
• Driving Change in a Large Organization: Implementing new UX strategies and fostering a deeper customer-centric culture can be challenging in a large, established company with existing processes and mindsets.
• Measuring Holistic Impact: Quantifying the ROI of UX initiatives across the entire customer journey, especially when involving multiple touchpoints and departments, can be complex.

Learning & Development Opportunities:

• Advanced UX Strategy: Deepen expertise in areas like service design, omnichannel strategy, and personalization at scale.
• Leadership Development: Access to executive coaching, leadership training programs, and opportunities to mentor future leaders.
• Industry Trends: Stay at the forefront of emerging UX technologies, design methodologies (e.g., AI-driven UX, immersive experiences), and retail innovation.
• Cross-functional Exposure: Gain broader business acumen by working closely with leaders in merchandising, supply chain, marketing, and operations.

📝 Enhancement Note: The challenges highlight the need for resilience, strategic thinking, and strong interpersonal skills. The growth opportunities are typical for a Director-level role in a Fortune 50 company, offering significant potential for career advancement and skill enhancement.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing an end-to-end customer experience strategy for The Home Depot's B2B segment, considering both online and in-store interactions?" (Focus on your process: research, mapping, identifying friction, proposing solutions, and measuring impact.)
• "Describe a time you had to influence senior leaders to adopt a user-centered approach or a significant design change. What was your strategy, and what was the outcome?" (Highlight your communication, data utilization, and persuasion skills.)
• "How do you balance competing priorities and stakeholder demands when designing for complex customer journeys?" (Emphasize your framework for prioritization, negotiation, and alignment.)

Company & Culture Questions:

• "What excites you about The Home Depot's mission and its approach to customer experience?" (Research their recent initiatives, values, and customer service reputation.)
• "How would you foster a customer-centric culture within your UX team and influence other departments to adopt similar thinking?" (Discuss your leadership style and strategies for cross-functional collaboration.)
• "How do you measure the success and impact of your UX initiatives beyond vanity metrics?" (Focus on business KPIs, ROI, and customer satisfaction metrics.)

Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a compelling narrative with a clear beginning (the challenge), middle (your strategic approach and execution), and end (the results and learnings).
• Quantify Everything: For each project, clearly state the problem, your solution, and the measurable impact (e.g., "reduced checkout time by 15%", "increased conversion by 8%", "improved NPS score by 10 points").
• Showcase Leadership & Collaboration: Explicitly describe your role, how you led your team (if applicable), and how you partnered with product, engineering, and business stakeholders.
• Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, research methodologies, and problem-solving approaches. Be prepared to defend your choices with data and logic.
• Connect to The Home Depot: Where possible, draw parallels between your past work and the challenges or opportunities The Home Depot faces.

📝 Enhancement Note: The interview process will likely be rigorous, focusing on strategic thinking, leadership, and tangible results. Your portfolio presentation is your primary opportunity to showcase your capabilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on The Home Depot's careers portal.
• Resume Optimization: Tailor your resume to highlight your 10+ years of UX leadership experience, focusing on strategic planning, customer journey optimization, team management, and influencing skills. Use keywords from the job description and industry terms like "customer experience strategy," "journey mapping," "data-driven design," and "cross-functional leadership."
• Portfolio Curation: Select 2-3 of your most impactful projects that demonstrate your ability to lead UX strategy, drive significant business results, and manage teams. Ensure each case study clearly outlines the problem, your strategic approach, your role, the process, and quantifiable outcomes.
• Company Research: Thoroughly research The Home Depot's B2B offerings (e.g., The Home Depot Pro), their competitive landscape, recent news, and their stated customer service values. Understand their digital presence and any known customer pain points.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), especially for behavioral questions. Prepare your portfolio presentation and anticipate questions related to strategy, leadership, and problem-solving in a large retail environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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