Sr Mgr - Customer Experience Strategy

Company: Lowe's
Location: Mooresville
Posted on: May 16, 2025

Job Description:

Your Impact

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

The Sr. Manager Customer Experience Strategy reports to the Senior Director, Customer Experience Strategy & Integration and is responsible for documenting highest value customer segments at Lowe's through step-by-step shopping journey maps and narratives. The role requires a partnership with Enterprise Strategy, Finance, Consumer Insights, and a view across physical and digital touchpoints to fully understand the consumer segments, the moments that matter most when they interact with our brand, and the experience elements that may either be broken (or need to be created). The Senior Manager helps to identify the most meaningful opportunities to improve the experience and then builds out in-depth, omni-channel customer journey maps to identify pain points. They will then partner with cross functional teams to understand what

elements of the experience must be addressed/created and partner with cross functional and broader CX team to workshop key moments in the journeys. This team member is an integrator and problem solver and leverages human-centered design principles to thoroughly document customer experiences.

What you will do

Lead analysis plans and synthesize results to identify and prioritize opportunities for experience improvement or creation.
Crafts omni customer journeys/experiences in alignment with Lowe's brand and enterprise strategy in an effort to create a more seamless customer experience.
Assists in the development of a baseline report of where Lowe's stands within the industry and omni channel roadmap with direct leader.
Assists in the development of business cases for both customer experience and employee experience initiatives as necessary along the journey mapping process.
Assists in elevating the organization's and companies expertise in customer journey and customer strategy work.
Develops the future state customer journey with Senior Director.

Required Qualifications:

Bachelor's Degree in Marketing or related field and 8-10 Years related to Customer Experience Design, Human Design or Customer Personalization
8-10 Years general experience in Marketing or Customer Experience or relatable retail design experience
6-8 Years of experience in Customer Journey development and implementation
3-5 Years collaborating closely with/leading cross functional team members

About Lowe's

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE - 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

Keywords: Lowe's, High Point , Sr Mgr - Customer Experience Strategy, Other , Mooresville, North Carolina