Director, Product Design - PC Express (Online Grocery)

Toronto, Canada
UX & Design – Product Design /
Full-time /
At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we’re up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada’s largest and most successful retailer. Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop by creating leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, loyalty, and apparel spaces, and we’re only just getting started! To achieve these goals, we are looking for talented and passionate individuals who want to collaborate and solve challenging problems and make significant and lasting impact on Canadians. 

Please note this role is hybrid - 4 days on-site at 500 Lakeshore Blvd W, and 1 day remote

Why is this role important? 

As the Director of Product Design for PC Express, your goal is to continue to grow the PC Express online grocery experience into Canada's favourite digital shopping platform – irreplaceable and delightful. You'll manage a high-performing team of Product Designers that create thoughtful and considerate experiences that our customers just can't live without. You'll navigate and influence our teams and leaders in order to help achieve unheard-of growth and transformation for Canada's biggest retailer. Leave a legacy of Product Design excellence within an essential service to all Canadians.

What you'll do

    • Partner with your Product, Engineering, Merchandising, and Marketing peers, leaders and stakeholders to ensure that best-in-class Product Design is a dominant influence on the evolution of our digital experiences for online grocery across consumer-facing web and mobile apps, as well as back-end tools that support our store and fulfillment operations
    • Fall in love with our customer and colleague journeys so that you can inspire our team to focus only on the work that really counts
    • Lead the PC Express Product Design team with a clear vision of how to improve our online grocery experience, then create and execute a plan to get us there together, measure our success, learn, and iterate
    • Champion the need for holistic Service Design efforts across our entire omni-channel customer and colleague experience
    • Hire, manage, and retain outstanding talent on a high-performing team of about eight talented folks by ensuring their career growth as they find mastery, purpose, and the right level of autonomy under your guidance
    • Coach and manage expertise within every stage of the design process: problem definition, research, solution ideation, information architecture, user flows, wireframes, high-fidelity mocks, prototyping, interaction design, dev collaboration ... the whole spectrum is in your wheelhouse
    • Drive customer-centric results throughout the customer journey by partnering with your embedded mixed methods UX Research team to identify the highest-impact solutions to customer problems
    • Build trusted relationships beyond our digital teams at Loblaw Digital, generating understanding, empathy, and influence with our corporate and division stakeholders

Does this sound like you?

    • Customer-focused – We measure our success in terms of our customers’ satisfaction and delight with every part of the experience we offer.  We serve all Canadians, and their needs are not homogeneous; your challenge is to find ways to understand and meet those needs. 
    • Collaborative – You value everyone’s perspectives – customers, your colleagues – and one of your most powerful design skills is facilitation to help everyone on your team understand the full context of a problem, opportunity, or solution and come to a shared understanding. 
    • Outcomes-focused – At Loblaw Digital, customer and business outcomes are everyone’s responsibility. You’re a systems thinker who can think beyond screen design to understand how our customers’ and our business’ broader context inter-connect and influence user experience design decisions. 
    • Hypothesis driven – You love the problem, not your solutions. Your design practice is grounded in the acknowledgement that every solution is a hypothesis built on assumptions and that those hypotheses and assumptions need to be tested and validated.  
    • Research and data-informed – You understand the power of research and data to identify problems, opportunities, and solutions. You know when to ask for research and business intelligence data. In this role, you will learn how to work with a broad range of data sources ranging from business intelligence, sales data, web analytics data, quantitative consumer research, qualitative customer feedback, usability testing results, generative customer research, algorithms, content models, etc. You will also learn what types of insights each of these different data sources can provide, as well as how to organize, interpret, and use that data to make design decisions. 
    • Self-managed – You understand the design process well enough to be able to proactively plan and scope your work effort in order to collaborate with product managers and developers to sequence your work. 
How you’ll succeed

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce. You will get to work with some of the best digital minds and will have the support of world class technologies to craft products our customers will love!

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.