Director, Digital Customer Experiences

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and its rich tradition, but that also brought a feeling of connection. We are known for developing and supporting partners who share this passion and are guided by their service to others.
As a Director For Digital Customer Experiences, You Will
Play a lead role in creating Starbucks strategy for digital experiences. The Starbucks experience - for both customers and partners - is growing increasingly digital and increasingly complex, and this role is vital in charting our path forward as we navigate that. This role will stretch across the digital experience, including: digital ordering (including delivery), digital order fulfillment; payment; digital fraud; and more. As our business continues to grow, you will define the strategy for the team, keep the team prioritized against key initiatives, lead early-stage innovation & program definition, define key customer & partner experience journey mapping; ensure we are keeping physical stores aligned against the digital experiences we want to deliver, and more.
Leveraging Your Previous Experience, You Will
- Lead the creation of digital experience strategies
- Lead the discovery and design, of effortless and delightful digitally-enabled customer and partner journeys, prioritizing key experiences for Starbucks to focus on
- Establish customer experience design principles for the organization
- Identify opportunities to optimize or fulfill new customer & partner needs across journeys, to drive customer love, business results, and improve store partner experience
- Track, analyze, and communicate program performance; recommend action plans to address variances in performance against annual plan
- Be the key cross-functional contact point for the enterprise, for DCE
- Lead DAIBO (analytics & insights) key needs & prioritization across DCE
- Answer key strategic questions that arise across the team in a smart, efficient manner
- Support the senior vice president & two VPs on DCE in ad-hoc requests
- Guide the holistic portfolio approach for the broader Digital Customer Experiences team, to create shared understanding across internal and cross-functional stakeholders, drive prioritization and shape the direction of the team
- Lead and develop a high-performing team of ~4 partners
We'd Love To Hear From People With
- Passion and curiosity for the Starbucks retail business, the customers who love it, and the partners who bring it to life
- Bias for action & accountability
- Structured and disciplined thinking, the ability to keep a team focused on critical programs & tasks
- Strong interpersonal skills; enthusiasm and ability to work as part of a multi-disciplinary team and build relationships
- Comfort sorting through ambiguous problems and an ability to distill information into high level insights
- Exposure to human-centered design thinking
**Qualifications**:
- Strategic communicator with strong storytelling skills, verbal and written, to all levels of an organization
- Strong customer/partner-centricity, especially in this digitally native and fluid world
- Ability to create strategies rooted in insights and accompanied by business case development
- Ability to simplify and structure complex and ambiguous problems
- Ability to manage multiple priorities and meet multiple, competing deadlines
- Ability to navigate and influence upward, laterally and cross functionally
- Ability to positively contribute, lead and develop cross-functional teams
- Ability to manage and develop people
- Bachelor's degree in business, marketing, or other relevant field, or 4+ years of US military experience
- MBA (or equivalent) preferred
- Product strategy or product management, ideally with a track record of sourcing customer insights and taking ideas from concept to launch (7+ years) and/or
- Strategic management consulting and/or relevant corporate strategy experience (7+ years)
- Experience with digital / technology products
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability,
Tipo de vaga: Tempo integral
Salário: R$140,00 - R$200,00 por hora
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