Posted on: January 8, 2019 | Job#: 267640

Director - Experience Strategy

Full-time | 550 Terry Francois Blvd., San Francisco, CA, US 94158


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About Old Navy

Forget what you know about old-school industry rules. When you work at Old Navy, you’re choosing a different path. From day one, we’ve been on a mission to democratize fashion and make shopping fun again. Our teams make style accessible to everyone, creating high-quality, must-have fashion essentials for the whole family, with love, season after season. 

We opened our first store in 1994 in San Francisco and have been on a roll ever since. We cultivate a community of playful personalities that thrive in a fast-paced environment where our employees can be their most authentic selves. Here, we’re family.

About the role

Reporting to the Senior Director of Product and Business Strategy, the Director of Experience Strategy is responsible for working closely with cross functional leadership (across Old Navy and Gap Inc.) to define and deliver the long-range plan for Old Navy’s fleet of over 1000 stores. Experience strategy encompasses everything from reimagining today’s 4-wall operating model all the way through to defining and prioritizing critical capabilities for long-term investment.

What you'll do

  • Strategic Orientation
  • Collaboration + Influencing
  • Drives Results
  • Change Leadership
  • Drive the development of Old Navy’s long-term experience strategic plan, including overseeing quantitative and qualitative analyses (e.g., market and competitor assessments, financial performance analysis) and leading and partnering with cross-functional business partners. Examples of activities:
    • Be a thought leader, in partnership with cross functional leadership across Old Navy and Gap Inc, to determine the long range priorities for stores based on internal assessment and priorities, competitive benchmarking, and customer insights
    • Liaise with business partners inside Old Navy and across Gap Inc., proactively identifying and communicating business issues, brand priorities and sharing best practices
    • Identify key issues, structure ambiguous problems, and develop workplans to drive insights. Provide leadership, direction and facilitate execution & implementation of strategic initiatives
    • Lead cross-functional work-streams and conduct quantitative and qualitative analysis (e.g. business case development) yielding actionable results
    • Synthesize findings, structure presentations, and communicate action items and recommendations to senior management and cross functional leadership team to drive alignment
  • Lead efforts to drive insights and build knowledge of key market, competitor, and customer dynamics. Examples of initiatives:
    • Analyze competitor experience strategies and performance to identify threats/opportunities
    • Scope and implement consumer insights projects/analyze consumer insights data to test hypotheses and identify actionable opportunities for Old Navy
    • Drive whitespace growth opportunity identification and develop plans to address
  • Lead explorations into new solutions, including:
    • Behavioral prototyping of possible customer experiences
    • Discovery-driven planning to identify key assumptions to test
    • Learning extraction from prototype explorations to drive business decisions on scale / growth

Who you are

  • Demonstrated track record as an outstanding problem-solver and strategic thinker
    • Able to quickly identify key issues and develop hypotheses
    • Able to work in and bring structure to ambiguous environments
    • Very strong analytic and financial modeling skills, with deep understanding of how to link strategy to financial plans / business cases
    • Able to synthesize disperse information into effective strategies and innovative insights, translating complex ideas into simple, actionable recommendations
    • Very strong written and oral communicator with proven ability to communicate with senior executives
  • Strong retail business acumen
    • Demonstrated understanding of retail and consumer-facing businesses
    • Able to assess impact of decisions on overall business
  • Excellent interpersonal and people leadership skills
    • Able to collaborate effectively using broad range of influence styles to drive desired results; works well with others and is considered a true team player
    • Proven experience in leading teams (that might include senior leaders) including providing direction, understanding resource capability and successfully driving results working with internal or external resources
    • Strong executive presence and command skills
    • Able to identify barriers to successful implementation and capable of working with teams/leaders to mitigate barriers
    • Approaches conflicts as opportunities; understands others quickly; can find common ground without comprising total position
  • Very strong project and process management skills, including ability to independently disaggregate problems into defined workplans
  • Able to effectively juggle multiple projects at one time
  • Demonstrated initiative and ability to work independently and to manage cross-functional business partners who are not direct line reports
Experience Required:
  • Bachelor's degree or equivalent experience, MBA preferred
  • 10+ years of professional work experience, preferably within strategic management consulting, retail, consumer products, and/or investment banking
  • Experience launching new products / services, e.g., as an intra- or entrepreneur

Benefits at Old Navy

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteeth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016.


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