Digital & Ecommerce

Director, UX Research

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At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started.

Why is this role important?

At Loblaw Digital, Media & Loyalty we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we’re up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada’s largest and most successful retailer. Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop by creating leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, loyalty, and apparel spaces, and we’re only just getting started! To achieve these goals, we are looking for talented and passionate individuals who want to collaborate and solve challenging problems to make a significant and lasting impact on Canadians.
The Impact You'll Make
As Director of UX Research you will lead a team of mixed-methods researchers, enabling them to embed the needs of our customers into everything that Loblaw Digital does. You will continually develop the Research practice and enrich your teams’ careers by making strategic contributions that improve our products. You and your team will work across Online Grocery, Beauty, Digital Health, Loyalty, Retail Media, and Apparel verticals and have the opportunity to influence product strategy, design decisions, and strategic priorities that serve all Canadians. Your scope of impact is huge at Loblaw Digital. You’ll create focus to empower our researchers to deliver valuable research, help scope and shape our projects, and ensure our outcomes are aligned with customer and business priorities. You’ll also lead our large-scale Voice of Customer programs which are integrated into the fabric of our business. This portfolio gives you a unique opportunity as a research leader to marry the “what” and the “why”, forming strong evidence bases to answer our most risky questions.
  • Lead and inspire a team of ~10 mixed-methods researchers, fostering a culture of collaboration, growth, and excellence
  • Champion a strategic vision for UX Research, maximizing its impact on product strategy, design decisions, and ultimately, the lives of millions of Canadians
  • Oversee a portfolio of high-impact research projects, collaborating with your team to deliver actionable insights that drive product innovation
  • Guide and evolve our Voice of Customer programs, ensuring customer feedback is rigorously collected, analyzed, and integrated into our product development process
  • Partner closely with cross-functional stakeholders (Product, Engineering, Merchandising, Marketing) to embed customer-centricity into every stage of the product lifecycle
  • Be a champion for the customer, advocating for their needs and ensuring their voice is heard at all levels of the organization

What You Bring:

  • A People Leader: You have significant experience hiring, managing, mentoring, and inspiring high-performing research teams. You excel at fostering a collaborative, inclusive, and growth-oriented environment where researchers can thrive. You celebrate successes and provide constructive feedback to promote continuous growth.
  • An Influential Collaborator: You build strong, productive relationships through clear communication, mutual respect, and a commitment to shared success. You confidently articulate your perspective while actively listening to and valuing diverse viewpoints. You provide direct, actionable feedback grounded in data and logic, and proactively address challenges with a solutions-oriented mindset.
  • Mixed-Methods Expert: You possess deep expertise in both qualitative and quantitative research methodologies, with a passion for building a thriving mixed-methods practice
  • A Strategic Thinker: You possess exceptional critical thinking skills, able to dissect complex problems, identify opportunities for improvement, and develop innovative research strategies that align with business objectives
  • An Accountable Executor: You hold yourself and your team accountable for delivering high-quality work and achieving impactful outcomes. You proactively advocate for resources and support, navigate competing priorities effectively, and adapt strategies as needed to ensure success

Ideal Experience:

  • 8+ years leading research initiatives, preferably with experience across multiple business verticals
  • Proven track record of leading research teams within a fast-paced, large, digital product environments
  • Excellent communication, presentation, and stakeholder management skills
  • Passion for advocating for the user and driving customer-centric decision-making
  • Demonstrated experience influencing product strategy and design decisions through impactful research insights

How You’ll Succeed: 

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. 

We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.

If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just fine.

Looking for a challenge? Good. Love an innovative work environment? Even better.

Apply today.

Employment Type:

Full time

Type of Role:

Regular

Loblaw Digital recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.