Sr Director, Customer Experience Design in Huntersville, NC at American Tire Distributors

Date Posted: 9/25/2020

Job Snapshot

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Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Senior Director, Customer Experience Design, will lead a team of CX project managers and be responsible to lead CX improvement and design initiatives using human-centered, design thinking methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. The CX Design Director will be responsible for leading internal project teams and cross-functional design sprint teams to improve every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, journey and concept design, sprint design and facilitation, knowledge of qualitative research methodology, familiarity with UX/UI, and partnering on implementation.
This individual will work closely with the digital team and other business units to ensure alignment with end-to-end customer experience across the distribution lifecycle. UX/UI will be maintained by the digital team, with input from this role.

Primary Job Functions:

  • Customer Experience Design - Hands-on experience designing holistic, B2B omni-channel B2B ecosystem designs.
  • Ability to transform tasks into intuitive, accessible and easy-to-use service and operational designs through the entire experience lifecycle, for the first-time customer to the tenured customer.
  • Ability to communicate the initiative and product to others (Business Partners) through consumer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.
  • Ability to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual).
  • Ability to translate insight and strategy into concept prototypes and communicate vision through artifacts.
  • Develops partnerships - ability to build cooperative, productive relationships with internal clients and vendors and interact effectively with all levels of management.
  • Appreciation of high-quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines.
  • Design research – Seasoned in fast-paced design research, but knowledgeable in leveraging ongoing data, analytics and metrics from customer insights programs.
  • Consulting and mentoring – Ability to teach teams and partners experience and human-centered design techniques to improve their every-day processes.
  • Storytelling and concept selling - Strength in using storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative.
  • Customer-obsessed – The ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve.
  • Seek the good in people first and help move projects along gracefully.


  • MFA in Design or Customer Experience preferred
  • Team leadership
  • Development of MVP concepts for products and services
  • A background working with Operations for the implementation of designs
  • B2B experience in the distribution vertical or similar B2B businesses
  • Program start-up experience
  • Hands-on human-centered design experience/design-thinking


  • Bachelors in Design, Marketing, Customer Experience, Business, Market Research or other related degree
  • Project leadership
  • Some B2B experience on brand or agency side
  • Knowledge of human-centered design/UX/UI

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R13106