New York, NY, United States

Director, Experience Strategy & Design (eCommerce)

Isobar is a global digital agency that delivers experience-led transformations powered by creativity.  We have redefined the way consumers experience music through emerging technology with the creation of Aeronaut.  We have taken six disparate brands and brought them under one house through the transformation of Zwilling.  We have strategized, built and executed the digital reinvention of Enterprise, Alamo + National.  And we have connected families to LAIKA’s Missing Link characters through the power of voice.  Isobar has a longstanding history of solving complex business problems.  We have deep expertise in UX, creative, technology and optimization and are able to take on the toughest problems because of it.  Sound like something you want to be a part of?

Experience Strategy & Design (ESD) at Isobar

User-centered design is core to how we conceive, design and deliver innovative digital experiences at Isobar. We consider the experience practice to be the nexus between business, audience and design expertise.  We expect every member of our experience team to be able to analyze, design and execute across these three realms, while working in close collaboration with counterparts in other disciplines as well as with our clients.

At Isobar we value people who have a passion for great design, relish tackling complex problems, are able to communicate ideas effectively, and are eager to learn and adapt to new technologies, industries and methods. From the most junior designers to the most senior ESD leadership, we expect our experience practitioners to be hands-on at every stage of the digital product creation process.  They must be able to grasp complex business objectives and craft a differentiating approach that exceeds the expectations of users—all while ensuring the product meets its technology requirements.  Post-delivery, our experience professionals frequently oversee the product’s continuous improvement as a result of iterative testing, changing market demands, updated business requirements, new user needs, etc.

Position Overview

Isobar is seeking a Director of Experience Strategy & Design who is committed to creating multi-channel, interactive experiences. We are looking for candidates who have a strong eCommerce background, who can lead User Experience for our eCommerce services. We hire critical-thinking, creative problem solvers who can perceive a product’s design as an extension of a client’s business strategy.  Such practitioners inherently understand and ensure the design is intuitive for users and a joy to use.

The Experience Strategy & Design Director, is expected to work in a highly independent fashion to manage a portfolio of client-related ESD work streams and new business development opportunities. The ESD Director is expected to:

  • Serve as an integral subject matter expert and delivery lead, working in close coordination with peers in other disciplines
  • Play an essential role in client relationships, serving as a thoughtful, deeply engaged, trusted partner for clients across all dimensions of the experience, filtered through the lens of their respective business and customer needs
  • Lead, direct and oversee the work of numerous, diverse teams of ESD professionals, helping raise the bar on the quality of work, and challenging assumptions in order to deliver superior, market-leading digital solutions
  • Be an advocate and vocal presence for Isobar in the media, producing articles, points-of-view and presentations at ESD-related conferences
  • Play a key role in recruiting, hiring and attracting top ESD talent to the agency
  • Shape, refine and inform the overall agency approach, philosophy and forward-facing point of view on digital design and ESD methodologies, practices and strategies


  • Be a thought leader and contributor to an interdisciplinary team that includes other experience designers, visual designers, copywriters, technologists, business analysts, strategists and project managers within Isobar and our client counterparts
  • Lead and mentor multiple experience teams and be an advocate for our experience methodology across multiple client engagements
  • Oversee multiple integrated project teams from an ESD perspective, collaborating closely with Engagement Directors, Technical Directors and Creative Directors
  • Shepherd the design process, provide guidance and oversight, drive decisions, track issues, manage client communications and lead planning for project scope, activities, deliverables, timelines and schedules related to ESD work streams
  • Partner with colleagues and clients in co-creative environments to define, design and build digital products
  • Work closely with client teams to uncover business needs, develop design strategies, present and defend the design team’s work, and build consensus—in short, become the trusted advocate and counsel for C-level and equivalent client-side leadership for ESD-related topics
  • Plan, lead and facilitate presentations, workshops and discussions
  • Determine best ESD solution and approaches given project and contextual factors
  • Conceptualize and design solutions that span multiple project threads and systems
  • Provide strategic direction in user research activities and creation of personas, journeys, scenarios, wireframes, prototypes, workflows, interaction and experience models, and functional specifications, and ensure deliverables are client-ready
  • Lead teams to aggregate and communicate research findings, conceptual ideas, detailed design and design rationale, both verbally and visually
  • Lead the evolution of our ESD process, tools and templates
  • Foster ESD artifact reuse, maintainability and consistency across multiple team members and projects
  • Be a constant advocate for great user-centered design
  • Act as career counselor for junior team members
  • Lead efforts in recruiting and new business development
  • Drive the evangelization of Isobar (e.g., publish thought leadership, present at conferences, etc.)

Required Experience / Skills

  • At least 12 years of experience in digital design practice
  • Experience in leading user research and usability testing
  • Extensive experience in eCommerce
  • Demonstrated experience and portfolio examples of complex design problem-solving efforts for sophisticated transactional digital products or services (e.g., complex CMS implementations, eCommerce solutions, custom digital product or service solutions, omnichannel implementations, etc.)
  • Strong facility for storytelling and extremely effective verbal communication skills
  • Strong knowledge of user-centered design principles, methodologies, best practices and approaches, particularly as applied to web- and mobile-based applications
  • Excellent written communication, organization and team interaction skills
  • Ability to function as a thought leader as well as an individual contributor
  • Commitment to constantly improving one’s skills, staying current with developments and trends in the industry, and providing team education and guidance
  • Experience with design and prototyping tools such as InDesign, Axure, and web-based frameworks
  • Extensive expertise of channel factors and considerations (responsive and adaptive web, native mobile and tablet, TV, wearables)
  • Knowledge of web technologies and associated accessibility standards (HTML, CSS, JavaScript, Flash, Native)
  • Strong expertise in presentation tools such as PowerPoint and Keynote
  • Experience with multi-channel design efforts for major brands
  • Experience working in a consulting environment
  • Experience managing complex experience design tasks on projects with multi-disciplinary teams
  • Strong understanding of analytics and the ability to communicate how they affect design decisions
  • Familiarity and understanding of service design methodologies, practices and approaches

Nice to Have

  • Master’s degree in Interaction Design, Information Architecture, Human-Computer Interaction or a related design or behavioral science discipline
  • Knowledge of the following domains as they relate to ESD:  storytelling and narrative, brand and emotionally persuasive design, activation tactics and SEM, behavioral economics, game mechanics, data visualization, and service design