Head of Experience Design

Company Description

Customer Experience & Sales (CX & Sales) is a global function within the H&M Brand focusing on delivering a customer experience with exceptional inspiration and guidance with competitive convenience. Bringing together expertise from both our business and from digital & tech perspectives, CX & Sales has a key role in enabling us to reach our brand direction – to become the leading destination for style through creativity and culture.

We’re looking for our new Head of Experience Design!

Job Description

Experience Design is paramount to delivering a good customer experience. You will inspire and align stakeholders on digital design vision, influence product/business strategy and set usability goals for the company. You will be the senior responsible of the impact our UX design organization has on our business. You will be driving and ensuring great quality experiences across both customer as well as colleague facing products. You will participate and represent Experience Design working alongside senior business and product leaders and form part of the modern product leadership of viable (business), feasible (tech) and desirable (design). You will collaborate with leaders in brand/marketing to ensure alignment with brand aspirations and work with business leaders to align with overalls company objectives. You will lead the Experience Design organization with an equal celebration of designing the right things and designing things right.

Your responsibilities include, but are not limited to:

• Ensure the UX of our digital touchpoints aligns with our CX vision. Act as a key liaison between the UX design organization, the holistic CX organization as well as the cross-functional product teams, ensuring a strong partnership and effective collaboration.
• Overall responsible for the quality of the design across all digital and omni touchpoints
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• Advocate for the importance of UX design and the value it brings to the organization, effectively communicating its impact on business outcomes and user satisfaction
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• Inspire and drive a coherent experience vision across all product touchpoints
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• Collaborate with brand teams to ensure experience input into brand development and ensure brand visual identity alignment in products
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• Responsible for setting usability and accessibility targets and expectations of the product delivery organization
• Drive the preconditions for designers to do their best work by ensuring time and alignment with delivery processes
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• Ensure customer insight driven design through qualitative user research and actively work to discourage opinion-driven design
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• Lead, grow and coordinate design leadership connected to value streams
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• Lead and nurture the multi-country design organization driving an appreciation of diversity and understanding of the value of an international design capacity
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• Increase the appeal of the company as a destination for design talent to attract and retain talent

Qualifications

We are seeking a leader who is a self-starter with an open mind, who is curious and driven o innovate and improve. You see the value in clear communication, empowering your team to have great collaboration to achieve high performance and great results. Our ideal candidate has a passion for continuous learning and is willing to share their knowledge and expertise with others. You are resourceful and honest, someone your team can trust to lead by example. With a clear vision and a strong sense of empathy, you inspire and guide your team towards success.

In addition, we are looking for someone who has:

• 10+ years of leadership experience leading medium to large teams, with a focus on leading other leaders
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• Excellent stakeholder management and influencing skills on a senior level, ability to navigate a complex international organization
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• Strong practical understanding of the design process from ideation to delivery with focus on customer-insight driven design
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• Experience working with brand and translating visual identity to product surfaces
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• Knowledge in to drive a strategic and coherent customer experience vision throughout all product touchpoints
• Strong business acumen
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• Strong problem-solver with ability to lead strategic discussions with structured facilitation
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• Fluent in English, our organizational language

Skills and abilities

• Ability to drive customer-focused change and increase design maturity at executive level to drive better results in smarter and faster ways
• A natural desire to drive quality experience and a practical understanding of when product compromises do not deliver a good enough experience to drive a desirable business outcome
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• Experience leading medium to large multi-national design organization including remote teams and navigating time zones
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• Ability to lead, manage and motivate a multi-layered design organization with design leaders
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• Ability to influence cross-functional leaders to create the best culture, process and environment to foster great, design-driven and customer-focused product outcomes
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• Ability to recruit the right talent and nurture high quality design teams at scale
• Experience embedding design systems and a system design mentality
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• Experience in collaborating and maturing best practices with DesignOps

Knowledge

• Solid practical understanding of the design craft and the different specialists roles within
• Organizational design and embedding design in delivery process and a firm belief that design is never an island, but a part of a whole driving business success
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• Big picture thinking and creation of tangible experience vision
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• Agile ways of working

Additional Information

This is a full-time permanent position based in our Head Office in Stockholm. If you feel that your experience, skills and ambitions are right for this role, please send your CV in English as soon as possible, but no later than May 1st.

Due to GDPR we only accept applications through our career page.

We strive to have a fair and inclusive recruitment process. Therefore, we kindly ask you to not attach a cover letter in your application as they often contain information that can easily trigger unintentional biases.

We are looking forward to hearing from you!