Senior Product Design (UX) Manager - Loyalty & Finance

Job Description:

About the Loyalty & Finance Team

This position will be directly responsible for leading design efforts for Wayfair’s Loyalty & Finance team. This team consists of fellow designers, product managers, engineers, and data analysts. You’ll be working as part of a small, focused, fully-resourced and empowered team that operates with the speed and focus of a startup, while benefiting from the resources of an established eCommerce leader.

The Loyalty & Finance team works to drive greater customer engagement, satisfaction and brand loyalty. This team most recently launched a customer loyalty program called “MyWay”, a paid membership program that offers free or discounted shipping, assembly, installation, and warranties.

This is both a strategic, and hands-on role. You will work to discover customer problems, ideate solutions, and refine results. You’ll create brand new customer-facing capabilities from scratch in order to grow overall customer loyalty and satisfaction.

As a member of Wayfair Design, you’ll join a diverse, multidisciplinary team of world-class designers who are hard at work transforming the experience of shopping for your home. Our design practice is collaborative, data-driven, and fast-paced. We’re looking for a design practitioner who can help us take our experience to the next level, bringing deep expertise in UX design and a strategic mindset for how to scale and differentiate a market-leading e-commerce experience.  You should be versed in research methodology and current with design trends.

At Wayfair, we have established our leadership position in the market through a fierce passion for helping users find the best products for their homes. Our success has created a tangible opportunity to shape the future of ecommerce, and your work will have deep and meaningful impact.

Design Responsibilities

  • Craft intuitive and shippable product experiences, leveraging Wayfair UX design standards and industry best practices.
  • Produce design deliverables utilizing the Sketch app, Invision and/or other prototyping tools:
    • Detailed site maps, user flows/task flows, user journeys, page flows, taxonomies/folksonomies, paths to purchase, etc.
    • Wireframes, annotations, and prototypes that represent interaction recommendations
    • Detailed visuals / mockups
  • Lead cross-functional design reviews for all necessary deliverables

User Research Responsibilities

  • Evaluate competitor and industry websites to provide a meaningful analysis of the findings
  • Prioritize, plan and help conduct user research, including the following techniques: user interviews, usability testing, task analysis, contextual inquiry, card sorting

General Responsibilities

  • Be extremely familiar with user experience design, product management, engineering, and agile development environments and be able to turn complex use cases into intuitive and shippable product experiences
  • Oversee, plan, and scope projects for your team of UX Designers.
  • Develop and own a design process that enables efficiency/speed and ensures a positive and ever-improving user experience and team culture
  • Demonstrate strong leadership and communication skills. Be a thought leader who can take a step back on overarching goals and opportunities, while also acting as a product practitioner who can meticulously work alongside his/her teams with domain knowledge and design prowess
  • Ensure that engineering implementation meets design standards.
  • Play a leadership role in resolving unclear direction or unknown variables
  • The ability to engage in strategy discussions. Weigh tradeoffs between business, technical, and customer contexts.
  • Mentoring of designers with less experience to improve their skillset.
  • Manage the development of team members through dedicated mentorship, or less formal coaching and advice.
  • Recognize the staffing needs of the team, and the ability to recruit and hire new talent.
  • Management and oversight of multiple smaller teams. This includes determining how a team will realize a strategy.

Role Requirements

  • 8+ years of Product Design experience for consumers and consumer brands—a big plus if you have experience in e-commerce
  • Communication and presentation skills. The ability to clearly present work, and articulate the rationale for the decisions that led to it
  • Facilitation and listening skills. The ability to maintain undivided attention and appreciate interpersonal differences. An openness to opinions that challenge beliefs, and be a willingness to evolve based on new information.
  • Project confidence and exhibit swagger. The ability to offer a vision that encourages people to follow, and encourages others to take part.
  • The confidence and self-motivation to drive forward projects that will improve our user’s experience
  • Expert proficiency in Sketch, Invision, and other design tools.
  • Working knowledge of HTML/CSS/JS.  Hands-on skills a plus.
  • An online portfolio that demonstrates an unfailing advocacy for the user, highlighting: e-commerce design work, mobile design work, analytical decision-making, and strategic thinking. Must thoroughly show your design thinking process and how you were able to solve complex problems.
  • Must have previous experience with managing and directing other designers in the UX and product design space. 

Interested in learning more about Wayfair’s Product Design team? Check out our Medium: https://medium.com/wayfair-design




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