The Vertical Discovery Experience (VDX) team develops a deep understanding of the full Wayfair catalog of products, across stores, to support the delivery of world class end-to-end customer experiences that instill confidence and inspire. VDX strengthens how Wayfair builds and customizes verticalized customer experiences, by embedding catalog and store expertise into every facet of building world class customer experiences.

We are looking for an entrepreneurial and analytical VDX Associate Director for our Housewares & More vertical. The VDX team within Wayfair acts as the voice of the customer within the customer-facing organization by developing deep catalog, store, and competitor expertise. By understanding the customer needs, the VDX associate director will work with Product Managers, Experience Designers, User researchers and other stakeholders to build a best-in-class online shopping experience catered to the unique needs of their customer. This includes conducting research to establish best-in-class vision perspectives throughout the catalog, leveraging primary and secondary customer and competitor research methods. The VDX manager will also work with their team to saturate and refresh class standards and features to ensure the shopping experience is up-to-date and properly leverages the available front-end tools to drive customer confidence.

The ideal candidate will be innovative, enthusiastic, and customer-focused with great judgment and creative problem-solving skills. This is a unique opportunity to advocate for the needs of our customers and serve as the go-to person for insight on vertical customer experience perspectives.

What You'll Do

• Serve as the subject matter expert on the customer experience for your vertical 
• Define, design and drive roadmaps for your vertical in collaboration with cross-functional stakeholders
• Deliver positive and inspirational leadership by building a strong team focused on excellence and commitment to the continuous development of employee skills and internal processes
• Drive improvements to the customer and shopping experience through the development and implementation of strategic tests (including competitor research) and cross-functional projects that will improve the customer experience and drive an increased conversion rate and revenue growth
• Analyze site metrics, customer research, competitors and related data to identify opportunities to improve the customer experience, formulating concrete roadmaps in partnership with Storefront Product Managers to drive measurable change
• Build strategic cross-functional relationships (Category managers, Product Managers, Merchandising, Marketing, Creative) to leverage necessary resources to establish a best in class customer experience across all touch points
• Communicate findings and results with senior leaders throughout Wayfair, acting as a member of the broader ‘single thread’ within your vertical and act as an advocate
• Be a culture driver for the Vertical Discovery and Experience team 

What You'll Need

• Passion for enabling best-in-class functional and engaging customer experiences
• Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
• Excellent communication, leadership, and culture building skills
• Comfortable working with data sets and making data-driven decisions; experience collecting data a plus
• Organized, process-oriented, and able to juggle multiple projects, prioritize time and communicate timeline to team members  in a fast-paced and entrepreneurial environment with a bias for customer focused innovation
• Able to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions
• Quickly learn the necessary technical tools. Experience with Excel, Google BigQuery and/or SQL is a plus.
• 10+ years of experience