Sr Director, UX Research

📍 Job Overview

Job Title: Sr. Director, UX Research

Company: Gap Inc.

Location: San Francisco, California, United States

Job Type: FULL_TIME

Category: User Experience (UX) Research Operations & Strategy

Date Posted: April 13, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead and build the UX Research practice at an enterprise scale, defining strategy, standards, and methodologies for customer, product, and enterprise journeys.

• Drive the integration of UX Research upstream into the product lifecycle, ensuring insights shape requirements before solutions are finalized.

• Develop and implement an AI-augmented research pipeline to significantly compress research cycle times while maintaining methodological rigor.

• Manage a hybrid research team, including FTEs and managed service partners, ensuring high-quality research output and scalable capability.

• Champion data-driven decision-making across Gap Inc. by translating research findings into compelling narratives for executive stakeholders.

📝 Enhancement Note: This role is positioned at a senior leadership level, focusing on establishing and scaling a critical function within Gap Inc.'s Experience Design organization. The emphasis on AI-augmented research and upstream integration signifies a strategic initiative to modernize and optimize research operations for faster, more impactful product development. The role is not strictly a "Revenue Operations" or "Sales Operations" role but heavily involves operationalizing research processes to drive business outcomes, making it highly relevant to operations professionals who understand process optimization, data-driven decision-making, and strategic implementation.

📈 Primary Responsibilities

• Establish and lead the UX Research practice across Gap Inc., defining overarching research strategy, quality standards, and methodologies that serve the Customer Journey, Product Journey, and Enterprise Journey teams.

• Embed research proactively into the product lifecycle by partnering with Product Management to integrate research within discovery phases and quarterly planning, ensuring insights inform requirements early.

• Design, implement, and scale an AI-augmented research pipeline to compress research cycle times from weeks to hours or a limited number of days, leveraging AI for tasks like screener generation, protocol development, scaled moderation, and rapid synthesis while upholding human-centered research integrity.

• Manage a hybrid research team comprising Gap FTE researchers and managed service partners, setting quality benchmarks, governing methodologies, and ensuring research capabilities align with organizational demand and strategic objectives.

• Develop robust systems and processes to ensure research insights are easily discoverable, reusable, and actionable across all teams and brands, creating a connective tissue between research findings and design/product decisions.

• Collaborate closely with the broader UX leadership team to ensure research informs the entire design lifecycle, from initial strategic direction-setting to detailed usability validation and post-launch performance measurement.

• Oversee research operations, including tooling strategy, vendor relationship management, participant panel management, research governance frameworks, and insight repositories, ensuring efficient and scalable practice operations.

• Act as a primary champion for data-driven decision-making throughout Gap Inc., translating complex research findings into persuasive narratives that influence executives, product leaders, and brand stakeholders.

• Define research quality standards and establish competency frameworks for researchers, focusing on developing talent at all levels and fostering a research culture that attracts and retains top professionals.

• Measure and clearly communicate the impact of research activities, linking them to tangible business outcomes such as improved decision quality, reduced rework, enhanced conversion rates, and increased customer satisfaction.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on operationalizing research. Responsibilities like "Design and implement an AI-augmented research pipeline," "Own research operations: tooling strategy and vendor relationships," and "Build the systems that make research findable, reusable, and actionable" are core to operations management. The focus on scaling, efficiency (compressing cycle times), and impact measurement aligns directly with the goals of revenue and sales operations.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Master's or Ph.D. in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, or a related field is typically expected for this level of role.

Experience: Extensive experience leading UX research organizations at an enterprise scale, with direct accountability for research strategy and operations across multiple product lines or business units is essential. This signifies a proven track record of building and growing research functions within large, complex organizations.

Required Skills:

• Leadership & Team Management: Proven ability to build, lead, and mentor high-performing UX research teams, including managing hybrid models (FTEs and managed service partners).

• Research Strategy & Operations: Expertise in defining and executing enterprise-level UX research strategies, establishing standards, and managing research operations end-to-end.

• Methodology Mastery: Deep expertise across the full spectrum of research methodologies (generative, evaluative, qualitative, quantitative, moderated, unmoderated, behavioral, attitudinal), with the ability to select the most appropriate method for specific business decisions.

• AI-Augmented Research: Forward-thinking perspective and practical experience in leveraging AI to accelerate research operations (screener generation, protocol development, moderation, synthesis) while maintaining methodological rigor and human-centered principles.

• Product Lifecycle Integration: Proven ability to embed research seamlessly into product operating models, influencing requirements and decisions early in the discovery and planning phases.

• Stakeholder Management & Executive Communication: Strong ability to translate complex research insights into clear, compelling narratives that influence executive leadership, product leaders, and brand stakeholders.

• Research Operations (at scale): Fluency in managing critical research operations components such as panel management, tooling ecosystems, consent/privacy compliance, and robust research governance.

• Retail/E-commerce Acumen: Experience in retail, e-commerce, or multi-brand consumer environments is strongly preferred, including an understanding of omnichannel customer behavior and brand-specific research needs.

Preferred Skills:

• Data Synthesis & Impact Measurement: Ability to synthesize insights from diverse research sources and rigorously measure and communicate research impact on business outcomes.

• Cross-functional Collaboration: Skill in partnering effectively with Product Management, Design, Engineering, Marketing, and other key departments to drive customer-centricity.

• Talent Development: Experience in defining research competency frameworks and fostering a culture of continuous learning and development for researchers.

• Tooling Strategy: Expertise in evaluating and selecting research tools and platforms to optimize efficiency and effectiveness.

📝 Enhancement Note: The "Who You Are" section directly translates into the required skills. The emphasis on "enterprise scale," "AI-augmented research," and "embedding research into product operating models" points to a need for strong operational and strategic capabilities beyond just research execution. The preference for retail experience is a key contextual detail.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Research Strategy Implementation: Demonstrate your experience in building research strategies from the ground up, outlining the methodology, operational framework, and key decisions influenced.

• Examples of AI-Augmented Research Projects: Showcase initiatives where AI was leveraged to accelerate research cycles, detailing the tools used, the impact on efficiency, and how methodological rigor was maintained.

• Evidence of Embedding Research into Product Operating Models: Provide examples of how you've operationalized research integration with Product Management and cross-functional teams, illustrating process design and adoption.

• Demonstration of Research Operations at Scale: Highlight experience in managing research operations, including participant panels, tooling, and governance, with quantifiable metrics on efficiency and effectiveness.

• Executive-Level Narrative Examples: Present examples of how you've translated complex research findings into actionable insights and persuasive narratives for senior leadership.

Process Documentation:

• Workflow Design and Optimization: Showcase documented processes for research planning, execution, and synthesis, emphasizing efficiency improvements and scalability.

• Implementation and Automation: Provide examples of implemented research workflows, particularly those involving AI augmentation or streamlined operational procedures.

• Measurement and Performance Analysis: Demonstrate how you've established metrics to track research impact, operational efficiency, and team performance, linking them to business outcomes.

📝 Enhancement Note: For a leadership role focused on operationalizing research, a portfolio demonstrating strategic implementation, process design, and impact measurement is critical. The emphasis on AI and scaling research operations means candidates should be prepared to show how they've built and managed these complex systems.

💵 Compensation & Benefits

Salary Range: Based on Gap Inc.'s location (San Francisco, CA), the experience level (Sr. Director, 10+ years), and the specialized nature of this leadership role, the estimated annual salary range for a Sr. Director, UX Research is $220,000 - $300,000 USD. This estimate is derived from industry benchmarks for senior UX research leadership positions in major tech/retail hubs, considering responsibilities related to strategy, operations, and AI implementation.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and dependents.

• Retirement Savings Plan: 401(k) with employer matching contributions.

• Paid Time Off: Generous vacation, sick leave, and paid holidays, potentially including floating holidays.

• Employee Discounts: Significant discounts on Gap Inc. brands (Gap, Old Navy, Banana Republic, Athleta).

• Professional Development: Opportunities for continued learning, conferences, training, and tuition reimbursement.

• Life and Disability Insurance: Employer-provided life insurance and short-term/long-term disability coverage.

• Parental Leave: Paid parental leave for new parents.

• Wellness Programs: Access to wellness initiatives, employee assistance programs (EAP).

Working Hours: Full-time role, typically around 40 hours per week. While standard business hours are expected, there may be flexibility to accommodate research needs and project deadlines, especially given the focus on compressed research cycles.

📝 Enhancement Note: San Francisco is a high cost-of-living area, and senior leadership roles in tech/retail command competitive compensation. The salary range is an estimate based on publicly available data for similar roles and companies in the region. Benefits are standard for large corporations like Gap Inc. and are tailored to attract and retain senior talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Apparel & Accessories) - Gap Inc. is a global leader in the apparel industry, operating iconic brands like Gap, Old Navy, Banana Republic, and Athleta. This context means the UX Research function will focus on omnichannel customer experiences, brand differentiation, and driving both online and in-store engagement.

Company Size: Gap Inc. is a large enterprise, employing tens of thousands of individuals globally (company size is often 50,000+ employees). This scale implies complex organizational structures, diverse customer segments, and a significant need for standardized, scalable operations.

Founded: Gap Inc. was founded in 1969. With decades of history, the company has a rich heritage and established brand identities, presenting opportunities to innovate while respecting brand legacy.

Team Structure:

• Experience Design Organization: The Sr. Director, UX Research will be a senior leader within this larger organization, likely reporting to a VP or Chief Experience Officer.

• Research Practice: They will build and lead a dedicated UX Research team, comprising both internal FTEs and potentially external managed service partners, covering various research specializations.

• Cross-functional Collaboration: The role necessitates deep partnerships with Product Management, Design, Engineering, Marketing, Data Science, and Brand teams across multiple brands.

Methodology:

• Insight-Driven Decision-Making: A core mission is to shift from opinion-based to insight-driven decision-making, emphasizing rigorous data collection and analysis.

• Agile & Scalable Research: The focus on AI-augmented research and upstream integration points to a methodology that prioritizes speed, efficiency, and scalability without sacrificing quality.

• Customer-Centricity: All research efforts are aimed at deeply understanding customers to inform strategic and tactical decisions that enhance customer experiences across all touchpoints.

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

📝 Enhancement Note: Gap Inc.'s status as a major retailer means the UX Research function is crucial for understanding diverse customer behaviors across digital and physical channels, influencing product development, marketing, and brand strategy. The large company size emphasizes the need for robust, scalable operational processes.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership role (Sr. Director) responsible for defining and scaling a critical function (UX Research) within a large enterprise. It signifies a move beyond individual contribution or team management to strategic oversight, operational design, and driving organizational change. The scope extends across multiple brands and journeys (Customer, Product, Enterprise), demanding a broad strategic perspective.

Reporting Structure: The Sr. Director will likely report to a senior executive within the Experience Design or Product organization (e.g., VP of Experience Design, Chief Product Officer, or Chief Experience Officer). They will manage a team of UX Researchers and potentially oversee relationships with managed service partners.

Operations Impact: The role has a direct impact on business outcomes by ensuring product and design decisions are grounded in customer evidence, leading to more effective customer experiences, improved conversion rates, increased customer satisfaction, and reduced development rework. The operationalization of research through AI and streamlined processes aims to drive significant efficiency gains and faster time-to-market for customer-centric innovations.

Growth Opportunities:

• Strategic Leadership: Opportunity to shape the future of how Gap Inc. understands and serves its customers through research, influencing company-wide product and experience strategies.

• Innovation in Research: Lead the charge in adopting cutting-edge AI technologies to transform research methodologies and operations, setting new industry standards.

• Organizational Influence: Build and grow a high-impact research practice, gaining significant influence across multiple brands and executive levels.

• Mentorship & Talent Development: Develop a strong research talent pipeline, fostering a culture of excellence and innovation within the team.

• Potential for Executive Advancement: Successful tenure in this role can pave the way for further executive leadership opportunities within Gap Inc.'s product, design, or customer experience divisions.

📝 Enhancement Note: This role offers significant strategic leadership and the chance to build a function. The emphasis on operationalizing research with AI presents a unique growth path in a traditional industry. The ability to scale operations and demonstrate impact will be key to career progression.

🌐 Work Environment

Office Type: Gap Inc. operates with a hybrid work model, but this specific role is designated as "On-site" at their San Francisco office. This suggests a need for in-person collaboration, team presence, and direct engagement within the office environment.

Office Location(s): The primary location mentioned is "SF - 2 Folsom," which is a known Gap Inc. office location in San Francisco, California. This location offers access to a vibrant tech and retail ecosystem.

Workspace Context:

• Collaborative Environment: The on-site requirement indicates an office setting designed for collaboration, team meetings, and potential workshops with cross-functional partners.

• Operations Tools & Technology: Access to enterprise-grade research tools, AI platforms, collaboration software, and potentially internal data analytics platforms will be available to support the research operations.

• Team Interaction: Opportunities for direct interaction with the UX Research team, Experience Design leadership, and stakeholders from Product Management and other departments, fostering a connected and dynamic work environment.

Work Schedule: While the role is full-time (40 hours/week), the on-site nature and leadership responsibilities may require flexibility to attend key meetings, lead workshops, or ensure research operations run smoothly, especially during critical project phases. The focus on compressed research cycles might also necessitate adaptive scheduling.

📝 Enhancement Note: The "On-site" designation for a Sr. Director role, especially in a company like Gap Inc., often implies a focus on leadership presence, team building, and driving strategic initiatives through direct collaboration. The San Francisco office likely provides a modern workspace conducive to innovation and teamwork.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, cultural fit, and salary expectations.

• Hiring Manager Interview: The hiring manager (likely a VP or similar senior leader) will delve into your experience leading research organizations, strategic vision, and operational approach.

• Team/Peer Interviews: You will likely meet with other UX researchers, designers, and product leaders to assess your collaboration style, technical expertise, and ability to integrate into the team.

• Case Study Presentation: A common element for senior roles. You will be asked to prepare and present a case study showcasing your experience in building research strategies, operationalizing research, leveraging AI, and demonstrating impact. This is a crucial opportunity to highlight your portfolio.

• Executive Interview: A final interview with a senior executive (e.g., CPO, CXO) to assess strategic alignment, leadership potential, and overall fit with Gap Inc.'s vision.

Portfolio Review Tips:

• Focus on Operationalization: Highlight how you've built and scaled research functions, designed efficient workflows, and managed research operations.

• Showcase AI Implementation: Detail your experience with AI-augmented research, including specific tools, processes, and measurable outcomes related to efficiency and speed.

• Demonstrate Strategic Impact: Clearly articulate how your research strategies and operational improvements have directly influenced product decisions and business outcomes. Use metrics where possible.

• Structure for Clarity: Organize your portfolio logically, perhaps by theme (e.g., Strategy Building, Operational Efficiency, AI Adoption, Impact Measurement). Use clear headings and concise descriptions.

• Narrative is Key: For each case study, tell a story: the challenge, your approach (emphasizing operational design), the solution, and the results.

• Tailor to Gap Inc.: Research Gap Inc.'s brands, recent initiatives, and stated values. Frame your experience in a way that resonates with their business context (retail, omnichannel, multi-brand).

Challenge Preparation:

• Strategic Initiative Design: Be prepared to discuss how you would approach building or evolving the UX research practice at Gap Inc., considering their specific context.

• AI Integration Scenarios: Think through how you would strategically implement AI across different research stages and potential challenges.

• Measuring Research ROI: Prepare to discuss how you would define and measure the return on investment for UX research initiatives in a retail setting.

• Team Development & Management: Be ready to discuss your philosophy on building and mentoring research teams, including managing hybrid structures.

📝 Enhancement Note: This section is crucial for candidates. The emphasis on operationalizing research and AI means interviewers will look for practical, scalable solutions and demonstrated impact, not just theoretical knowledge. A strong portfolio that showcases these aspects is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• AI-Augmented Research Platforms: Tools that support AI-driven screener generation, protocol development, automated transcription, sentiment analysis, and synthesis (e.g., Dovetail, UserTesting.com's AI features, specialized AI research tools).

• Qualitative Research Tools: Platforms for remote moderated and unmoderated testing, session recording, and analysis (e.g., UserTesting, Lookback, UserZoom/Revamped).

• Quantitative Research Tools: Survey platforms, data analysis software, and A/B testing tools (e.g., Qualtrics, SurveyMonkey, Google Optimize, Adobe Target).

• Collaboration & Project Management: Tools for team collaboration, task management, and workflow tracking (e.g., Jira, Asana, Trello, Slack, Microsoft Teams).

Analytics & Reporting:

• Insight Repositories: Tools for centralizing, organizing, and searching research findings (e.g., Dovetail, Productboard, custom databases).

• Data Visualization Tools: Platforms to create dashboards and reports that communicate research insights effectively (e.g., Tableau, Power BI, Looker).

• Customer Data Platforms (CDPs) / Analytics Suites: Tools that integrate various customer data points to provide a holistic view, which research can inform (e.g., Adobe Analytics, Google Analytics, Salesforce Marketing Cloud).

CRM & Automation:

• CRM Systems: While not direct research tools, understanding how research insights feed into CRM strategies is beneficial (e.g., Salesforce).

• Workflow Automation Tools: Tools that can automate parts of the research process or integrate research findings into broader business workflows.

📝 Enhancement Note: The role explicitly mentions AI-augmented research and scaling operations. Therefore, familiarity with platforms that support these functions, alongside traditional UX research tools, is essential. The ability to integrate research insights into broader enterprise systems like CRMs and analytics platforms is also a plus.

👥 Team Culture & Values

Operations Values:

• Data-Driven Rigor: A commitment to evidence-based decision-making, ensuring all insights are backed by sound research methodology and analysis.

• Efficiency & Speed: A drive to optimize research processes, leveraging AI and best practices to deliver timely insights without compromising quality.

• Impact & Influence: A focus on translating research findings into actionable recommendations that drive tangible business outcomes and influence strategic direction.

• Collaboration & Partnership: A belief in working closely with cross-functional teams (Product, Design, Engineering, Marketing) to ensure a unified, customer-centric approach.

• Innovation & Forward-Thinking: An embrace of new technologies and methodologies, particularly AI, to continuously improve the research practice and stay ahead of industry trends.

Collaboration Style:

• Proactive & Embedded: The research team will aim to be embedded within product development cycles, proactively engaging with stakeholders rather than being a reactive service.

• Cross-Functional Integration: A strong emphasis on building strong working relationships and communication channels with Product Management, Design, Engineering, and Marketing teams.

• Feedback-Driven: A culture that encourages constructive feedback exchange to continuously refine research processes, methodologies, and the quality of insights delivered.

• Knowledge Sharing: Practices that promote the sharing of research findings, best practices, and learnings across the broader organization to foster a collective understanding of the customer.

📝 Enhancement Note: The culture at Gap Inc., especially within its Experience Design organization, will likely value innovation, customer-centricity, and data-driven approaches. For this role, operational excellence, efficiency, and the ability to influence across a large organization are key cultural components.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research Operations: Effectively scaling the UX research practice across multiple brands and product lines within a large enterprise, ensuring consistency and quality.

• AI Integration & Trust: Successfully implementing AI-augmented research tools and methodologies, building trust among researchers and stakeholders, and maintaining rigorous human-centered principles.

• Embedding Research Upstream: Shifting the organizational mindset and processes to integrate research further upstream in the product lifecycle, moving beyond traditional usability testing.

• Measuring and Communicating Impact: Quantifying the ROI of UX research and effectively communicating its value and impact to executive leadership and diverse stakeholders.

• Managing Hybrid Teams: Effectively leading and ensuring consistent quality and productivity across a hybrid team of internal researchers and external managed service partners.

Learning & Development Opportunities:

• AI in Research: Deepen expertise in leveraging AI for research acceleration, synthesis, and predictive analytics.

• Strategic Leadership: Develop advanced strategic planning, organizational design, and change management skills within a large-scale retail environment.

• Omnichannel Strategy: Gain deeper insights into the complexities of omnichannel retail customer journeys and how research informs them.

• Executive Influence: Hone skills in executive communication, stakeholder management, and driving organizational transformation through data-driven insights.

• Industry Best Practices: Stay at the forefront of UX research and operations trends, potentially through conferences, publications, and thought leadership.

📝 Enhancement Note: The challenges presented are directly related to the strategic and operational complexities of the role, particularly the AI integration and upstream embedding aspects. The growth opportunities are aligned with advancing in leadership, innovation, and strategic impact within a major retail corporation.

💡 Interview Preparation

Strategy Questions:

• "Describe your philosophy for building and scaling an enterprise-level UX Research practice. What are the key operational pillars?" (Focus on strategy, operations, and scalability).

• "How would you approach integrating AI into our research pipeline to accelerate cycle times while maintaining methodological rigor? Walk us through a potential implementation plan." (Prepare specific examples of AI tools and process changes).

• "How do you embed research upstream into the product lifecycle, and what processes/relationships are critical for success?" (Discuss collaboration with Product Management and influence tactics).

Company & Culture Questions:

• "Based on your understanding of Gap Inc. and the retail industry, what do you see as the biggest UX research opportunities and challenges for our brands?" (Research Gap Inc.'s brands, recent news, and competitors).

• "How would you foster a culture of data-driven decision-making within our Experience Design organization and beyond?" (Discuss your approach to advocacy and influence).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the business problem, your strategic and operational approach, the methods used (especially AI if applicable), the key insights, and the measurable business impact.

• Highlight Operational Excellence: Emphasize efficiency gains, process improvements, and scalability in your examples. Quantify where possible.

• Showcase AI Expertise: Clearly articulate how AI was used, the specific benefits it delivered (e.g., time saved, insights generated), and how you managed potential risks.

• Focus on Influence: Demonstrate how your work influenced key decisions and led to positive business outcomes for the organization.

• Be Prepared for Deep Dives: Anticipate questions about your methodology choices, challenges faced, team management, and strategic thinking.

📝 Enhancement Note: Interview preparation should focus heavily on demonstrating strategic thinking, operational leadership, and practical experience with AI in research. The portfolio presentation is a critical component for showcasing these capabilities.

📌 Application Steps

To apply for this Sr. Director, UX Research position at Gap Inc.:

• Submit your application through the provided Workday link: https://gapinc.wd1.myworkdayjobs.com/GAPINC/job/SF---2-Folsom/Sr-Director--UX-Research_R210279

• Customize Your Resume: Tailor your resume to highlight leadership experience in scaling UX research organizations, strategic planning, research operations management, and experience with AI-augmented research. Use keywords from the job description.

• Prepare Your Portfolio: Curate a portfolio that showcases your most impactful projects, focusing on case studies demonstrating strategy implementation, operational efficiency, AI integration, and measurable business impact.

• Practice Your Presentation: Rehearse your case study presentation, ensuring it's concise, compelling, and clearly articulates your operational approach, strategic thinking, and leadership capabilities.

• Research Gap Inc.: Familiarize yourself with Gap Inc.'s brands, company values, recent initiatives, and challenges within the retail industry. Understand their customer base and omnichannel presence.

⚠️ 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.