An eCommerce Experience Specialist focuses on optimizing the online shopping experience to drive sales, improve customer satisfaction, and enhance brand loyalty. Their role combines user experience (UX) design, data analysis, digital marketing, and business strategy. The role is accountable for driving incremental sales through optimization of online marketing campaigns and incremental digital enhancements to the customer journey.
What Would You Do? The Specifics.
- Customer Journey Optimization – Analyze and refine the entire shopping journey, from product discovery to checkout, to make it as seamless and intuitive as possible.
- User Experience (UX) & UI Strategy – Collaborate with the Digital Product managers, designers and developers to create user-friendly interfaces that improve navigation, product presentation, and overall usability.
- Personalization & Customer Segmentation – Leverage Adobe tools, Google Analytics, and AI-driven insights to tailor content, product recommendations, and marketing messages based on customer behavior.
- Conversion Rate Optimization (CRO) – Conduct A/B testing, analyze customer behavior, and implement changes that increase conversion rates and reduce shopping path abandonment.
- Omnichannel Strategy – Partner on cross-functional projects to ensure a consistent experience across all digital touchpoints (website, mobile app, social media, and in-store digital experiences).
- Data Analysis & Insights – Track and analyze key performance indicators (KPIs) including purchases, bounce rate, average order value, and net promoter score to make data-driven decisions.
- Collaboration with Marketing & Development Teams – Work closely with digital marketing teams to optimize campaigns, SEO, and paid media, and with developers to improve website functionality.
- Customer Feedback & Testing – Gather user feedback through surveys, usability testing, and heatmaps to continually refine the shopping experience.
- Emerging Technology Integration – Explore and implement new technologies such as AI-powered chatbots, AR/VR shopping experiences, and voice commerce to stay ahead of trends.
Work Experience
- 2-4 years of e-commerce and digital customer experience (Required)
- Experience solving complex customer shopping experience problems and delivering eCommerce sales through online shopping enhancements and strategies. (Required)
Education
- Four year college degree or equivalent experience. (Required)
- Master's Degree (Preferred)
Additional Skills
- Attention to detail, tech savvy, and experience taking responsibility for data-led decisions to deliver results. (Required)
- Lean-agile experience with ability to quickly shift priorities and multi-task in a fast-paced retail environment. (Required)
- Proven ability to manage multiple tasks in a deadline driven organization. (Required)
- Passion for continuous improvement and growth of the customer experience. (Required)
- Strong project coordination skills: experience working with cross-functional teams, taking ownership of deliverables, delivering results and meeting tight deadlines. (Required)
- Proven success with data, analytics, reporting and marketing. (Required)
- Advanced knowledge of customer insights and experience with website analytical tools and digital experience platforms. (Required)
Taking Care of our People!
We understand the importance of financial health and security, and because of that, we provide competitive compensation to all associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount, and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs and access to educational courses and pride ourselves on the ever-increasing amount of promotions from within. #LI-SH1
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.