Nike, Inc.:
Senior Director Of Service Experience Design, Nike Direct Stores Experience & Product Team Job in Portland, VT
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Portland, VT
Full-time
About the job
As Nike’s Senior Director of Service Experience Design you will lead the vision and creation of physical + digital experiences for athletes worldwide. You have a passion for bringing these two worlds together to create an experience distinct to Nike, while also eliminating friction points for our consumer and athletes that can be not only felt but measured.
The Nike Stores Service Experience Design function is a collection of service and experience designers dedicated to working across the Nike Direct Stores portfolio to bring together holistic consumer experiences. This group will oversee large, complex consumer journeys in our Nike Stores that are highly cross functional and cross platform. Examples of these retail consumer journeys include supporting the creation of new/existing store concepts, Nike Plus Membership, and Nike By You customization experiences.
You will lead a team accountable for delivering meaningful and actionable consumer-led journeys and NCX across the marketplace, leveraging the entire digital product portfolio to create a holistic experience across our ecosystem. This team will focus on bringing together digital tools, operational excellence, brand, marketing, and the store environment together to create frictionless, brand-defining service journeys at retail.
Working within Nike Direct, you will be a leader who can effectively partner with different leaders and functions across the company. You inspire teams with a long term vision that is centered on the consumer, and present it in a way that drives energy, passion and ultimate alignment. You are a great collaborator – you will proactively listen and build trusting relationships across the Nike Direct organization, including functional partners and geography teams. Key internal partners include Nike Direct store design, training & operations, marketing/retail brand, membership, and retail innovation. You can bring these individuals along and align on the overall store and experience journey – they see you as a thought partner and expert on all things Nike Direct in retail. You help senior leadership and your business partners understand the benefits and impacts from experiences in stores.
Above all, you will be a constant champion for the needs of our consumers.
Key Responsibilities:
Design the Brief: work within a cross-functional team to articulate the fundamental approach and strategy for the consumer experience. This program could be for a new retail concept or even a broader service program. This brief will set the principles and guidelines for the detailed services and experiences that will be developed, and help articulate the questions that need to be answered in order to define and validate the journey.
Consumer Research: work closely with the GCK insights team to brief them on research needs to inform our work. Partner with the teams to uncover initial insights to inform ideation or to validate early hypotheses around new consumer journeys/experiences.
Workshop Facilitation:- Run consumer journey workshops across multiple teams at the outset of new programs to ensure the work is founded in insights, is clear on roadmap capabilities, considers the entire consumer/athlete experiences, accounts for trends, and is pushing the boundaries of what is possible.
Consumer & Athlete Journey Definition: End-to-end journey maps communicating how Nike's consumers, members and store athletes will engage in our services. These documents will serve to align the numerous groups required to orchestrate a truly consumer-centric offering across our complex systems and teams.
Service Blue Prints: detailed dependencies, processes and digital systems that are required to bring the journey to life. Will serve to inform the align our x-functional team on a delivery plan, and drive team roadmaps.
Visioning Artifacts:Clearly articulate the end-to-end service and experience to teams across the organization to achieve broad understanding and alignment. Deliver vision in a inspirational and meaningful way that clearly articulates the consumer benefit and alignment to the Nike Direct strategy. Include visual presentations, storyboards, and prototypes.
Initial Business Modeling: In partnership with ND Product teams, create initial models/funnels to validate that any new service or experience will generate returns across the Nike Direct member growth funnel that will justify the investment or pursuit of developing a new offering.
Marketing Briefs : provide clearly articulated briefs to our marketing partners to ensure they understand how pre/during/post communication and storytelling can best be leveraged to maximize the impact of new services and to keep them fresh and relevant.
Retail Trend Expertise - serve as a center of excellence around the state of the industry and what is possible.
Qualifications8+ years’ experience in retail or agency with retail clients; proven IRL examples of delivered complex, consumer led journey work that blends physical and digital experiences together and have made substantial impact.
Portfolio of compelling consumer journey artifacts and deliverables that multiple teams and functions can leverage to align their work.
Deep expertise or educational background in design thinking/human-centered design.
Previous successful collaboration with digital, marketing and operational teams – references available.
Proven track record building, leading and inspiring innovation teams.
Maker mindset. Experience in rapid prototyping, data driven experiences and speed to market.
Ability to communicate effectively and build relationships with internal partners and leaders throughout the organization
Confident and efficient presentation skills—including expertise in identifying best methods to convey complex ideas.
Experience or passion for retail, sports and technology.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Job ID: 00423191
The Nike Stores Service Experience Design function is a collection of service and experience designers dedicated to working across the Nike Direct Stores portfolio to bring together holistic consumer experiences. This group will oversee large, complex consumer journeys in our Nike Stores that are highly cross functional and cross platform. Examples of these retail consumer journeys include supporting the creation of new/existing store concepts, Nike Plus Membership, and Nike By You customization experiences.
You will lead a team accountable for delivering meaningful and actionable consumer-led journeys and NCX across the marketplace, leveraging the entire digital product portfolio to create a holistic experience across our ecosystem. This team will focus on bringing together digital tools, operational excellence, brand, marketing, and the store environment together to create frictionless, brand-defining service journeys at retail.
Working within Nike Direct, you will be a leader who can effectively partner with different leaders and functions across the company. You inspire teams with a long term vision that is centered on the consumer, and present it in a way that drives energy, passion and ultimate alignment. You are a great collaborator – you will proactively listen and build trusting relationships across the Nike Direct organization, including functional partners and geography teams. Key internal partners include Nike Direct store design, training & operations, marketing/retail brand, membership, and retail innovation. You can bring these individuals along and align on the overall store and experience journey – they see you as a thought partner and expert on all things Nike Direct in retail. You help senior leadership and your business partners understand the benefits and impacts from experiences in stores.
Above all, you will be a constant champion for the needs of our consumers.
Key Responsibilities:
Design the Brief: work within a cross-functional team to articulate the fundamental approach and strategy for the consumer experience. This program could be for a new retail concept or even a broader service program. This brief will set the principles and guidelines for the detailed services and experiences that will be developed, and help articulate the questions that need to be answered in order to define and validate the journey.
Consumer Research: work closely with the GCK insights team to brief them on research needs to inform our work. Partner with the teams to uncover initial insights to inform ideation or to validate early hypotheses around new consumer journeys/experiences.
Workshop Facilitation:- Run consumer journey workshops across multiple teams at the outset of new programs to ensure the work is founded in insights, is clear on roadmap capabilities, considers the entire consumer/athlete experiences, accounts for trends, and is pushing the boundaries of what is possible.
Consumer & Athlete Journey Definition: End-to-end journey maps communicating how Nike's consumers, members and store athletes will engage in our services. These documents will serve to align the numerous groups required to orchestrate a truly consumer-centric offering across our complex systems and teams.
Service Blue Prints: detailed dependencies, processes and digital systems that are required to bring the journey to life. Will serve to inform the align our x-functional team on a delivery plan, and drive team roadmaps.
Visioning Artifacts:Clearly articulate the end-to-end service and experience to teams across the organization to achieve broad understanding and alignment. Deliver vision in a inspirational and meaningful way that clearly articulates the consumer benefit and alignment to the Nike Direct strategy. Include visual presentations, storyboards, and prototypes.
Initial Business Modeling: In partnership with ND Product teams, create initial models/funnels to validate that any new service or experience will generate returns across the Nike Direct member growth funnel that will justify the investment or pursuit of developing a new offering.
Marketing Briefs : provide clearly articulated briefs to our marketing partners to ensure they understand how pre/during/post communication and storytelling can best be leveraged to maximize the impact of new services and to keep them fresh and relevant.
Retail Trend Expertise - serve as a center of excellence around the state of the industry and what is possible.
Qualifications8+ years’ experience in retail or agency with retail clients; proven IRL examples of delivered complex, consumer led journey work that blends physical and digital experiences together and have made substantial impact.
Portfolio of compelling consumer journey artifacts and deliverables that multiple teams and functions can leverage to align their work.
Deep expertise or educational background in design thinking/human-centered design.
Previous successful collaboration with digital, marketing and operational teams – references available.
Proven track record building, leading and inspiring innovation teams.
Maker mindset. Experience in rapid prototyping, data driven experiences and speed to market.
Ability to communicate effectively and build relationships with internal partners and leaders throughout the organization
Confident and efficient presentation skills—including expertise in identifying best methods to convey complex ideas.
Experience or passion for retail, sports and technology.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Job ID: 00423191