UX Principal - Service Design

About the role

The Home Depot is looking for a Service Design-focused UX Principal to lead high-impact, complex enterprise UX initiatives. The role turns intricate backend processes, associate workflows and customer journeys into seamless, end-to-end experiences, bridging business strategy, technology and human needs. It sits within the Store Support Center and typically reports to a User Experience Sr. Principal, Sr. Manager or Director.

Key responsibilities

• Map, architect and optimize end-to-end service blueprints and ecosystem maps across customer and associate journeys.
• Lead UX strategy for 2-3 cross-functional product teams, delivering artifacts such as experience maps and service blueprints.
• Facilitate design thinking workshops, ideation and strategy sessions with product, engineering and business leaders.
• Act as lead service designer, strategist, information architect or experience lead depending on enterprise needs.
• Proactively identify friction points in enterprise workflows and drive consistency and best practices.
• Advocate user and associate insights to executive decision-making.
• Coaching and mentoring: lead interview exercises, coach junior UX resources and mentor them on career development.
• Drive UX practice across experience, domain or group of products, combining user research with partners' OGSMs or OKRs.

Required profile

• Age 18 or older and legally permitted to work in the United States.
• Bachelor's degree or equivalent in a field related to the job.
• Preferred: 5+ years of experience with agile software development teams and 10 years of total experience.
• Preferred: 1 year of leadership experience.
• Typical travel under 10% overnight; mostly seated work in an indoor setting.