Director, UX Research

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.

Director, UX Research
Maternity Leave Coverage - 12 months
Loblaw Digital
Loblaw Digital creates digital experiences that help millions of Canadians shop, save, and manage their everyday lives across brands like PC Express, Shoppers Drug Mart, PC Optimum, Joe Fresh and PC Health. Our UX Research team plays a critical role in shaping these experiences by conducting mixed-methods research across apps, websites, loyalty programs, and emerging digital products.

We believe great customer experiences are built through deep understanding of the needs of customers, store colleagues, pharmacists, and the business to create solutions that are both human-centered and operationally effective. Working closely with Product Design, Product Management, Engineering, Merchandising, and Marketing, our researchers help embed customer insight into every stage of the product lifecycle.

The impact you’ll make
As the Director of UX Research, you will lead and evolve a high-performing mixed-methods research practice that drives customer-centric decision-making across Loblaw Digital’s ecosystem of products and services. You’ll guide a team of researchers to uncover meaningful insights, shape product and experience strategy, and influence the future of digital retail, loyalty, and health experiences in Canada. From strengthening our Voice of Customer programs to advancing personalization, checkout, and omnichannel experiences, your work will help ensure research translates into actionable outcomes that improve experiences for millions of Canadians.

What you’ll do
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.

Lead the evolution of AI‑native UX Research practices  by leveraging AI‑powered synthesis, automation, and scalable insight‑sharing approaches to accelerate research impact while maintaining high standards for rigor, judgment, and customer empathy.

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.

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.

An AI‑Native Research Leader:  You understand how AI is reshaping the UX Research practice and are excited to evolve alongside it. You are comfortable leveraging AI‑powered tools to accelerate synthesis, insight…