Sr. UX Designer – Customer Journey Experience Design
Gap Inc. · SF
About the Role
The Senior Designer is responsible for owning and shaping the end-to-end customer experience for two brands, ensuring a cohesive and effective journey across discovery, browsing, product evaluation, purchase, and post-purchase engagement. Serving as a trusted strategic partner to brand leadership, merchandising, and creative teams, the individual will help define problems, guide decision-making, and advocate for customer needs while balancing business objectives, brand differentiation, and experience consistency.Working closely with product management, engineering, and fellow design leaders, the role will drive high-impact initiatives across multiple value streams and contribute to decisions on shared and brand-specific experiences within the design system framework. As a hands-on design practitioner, the successful candidate will lead design, prototyping, testing, and delivery efforts while leveraging AI-enabled tools to accelerate innovation, generate insights, and deliver measurable business and customer outcomes with speed, quality, and sound professional judgment.
What You'll Do
- Lead design for two of our brands across their end-to-end customer journeys. Own the highest-leverage journeys yourself and keep your brands current on everything else
- Be the primary design partner to brand leadership. Build the relationships that get design into the conversation early, and be a thought partner in framing the problem rather than only in delivering the solution
- Work with the other brand journey leads to decide what is shared across brands and what stays brand-distinct, inside the design system’s framework
- Partner with Product Management and Engineering in the value streams through ideation, conceptualization, planning, and delivery. Drive the work when an initiative spans value streams for your brands
- Design the work. Carry your brands’ most important journeys from problem framing through to launch
- Run continuous discovery. Interview customers, build prototypes, and test with real people so that concepts are validated before build
- Balance scope, business impact, fidelity, and delivery speed, and say plainly when a trade-off has consequences for the customer
- Bring an evidenced point of view. Partner with UX Research on what gets studied, and use data and research to make and defend design decisions
- Design within the design system and contribute patterns back to it. Know when a brand-distinct choice is warranted and make the case for it
- Design for accessibility, trust, and compliance from the start rather than as a check at the end
- Present to varied audiences and facilitate with senior stakeholders. Articulate insights and the reasoning behind design decisions, manage expectations, and bring partners with different views to alignment
- Think across channels. Connect digital, store, and emerging channel experiences into coherent journeys, and apply service design methods where journeys cross system and organizational boundaries
- Follow your work through to its result. Connect what shipped to conversion, engagement, and retention, and use the outcome to decide what comes next
- Use AI to move faster on exploration, synthesis, and production, and be clear about where it helped and where it did not
- Mentor designers earlier in their career, share what you learn, and help raise the craft of the team
Who You Are
- Substantial experience designing consumer-facing digital commerce experiences, with a portfolio that shows end-to-end journey thinking rather than a collection of screens
- An established practitioner with subject matter expertise in your craft: interaction design, information architecture, prototyping, and visual execution
- Experienced as the design partner to brand, marketing, merchandising, or creative stakeholders. You can hold a point of view with senior partners and build trust with people who did not ask for a designer in the room
- Comfortable working inside a product operating model, partnering with Product Management and Engineering rather than receiving requirements from them
- A clear perspective on brand-differentiated design within a shared platform. You can say when consistency serves the customer and when brand expression must take priority
- Fluent in research methods. You know which question needs which method, you can run the lightweight ones yourself, and you know when to bring in a researcher
- A systems thinker drawn to journeys rather than screens. You are interested in service design and experience strategy, and you can see how a decision in one journey stage lands in another
- Data-informed. You can connect a design decision to a metric, and you follow up to see what actually happened
- Hands-on and fast. You are energized by velocity and you use AI to get to evidence sooner without lowering the bar
- A clear communicator. You explain the reasoning behind your point of view, and you change it when the evidence says so
- Collaborative and candid. You give and receive direct feedback well, and you make the people around you better
- Ready for more scope than you have held before, and open to coaching. This role stretches beyond a typical senior designer remit, and you will have an experienced brand journey lead alongside you as you grow into it
- Comfortable with ambiguity, with more than one brand in play, and with work that is delivered alongside partner teams