Tim Riley is the Senior Director of Experience Design for Warby Parker, where he leads a team of product managers and designers focused on creating holistic experiences across all of Warby Parker's digital platforms and stores. This includes overseeing the overall experience on the Warby Parker website, the company's mobile apps, and the custom point-of-sale system used in Warby Parker stores. As one of the first employees of this disruptive company, Tim was focused on developing Warby Parker's brand experience from the very beginning, as well as establishing the brand's social media and email marketing teams.
Tim isn’t just focused on sharing the story of how Warby Parker is making the world a better place through their Buy a Pair, Give a Pair program. He is helping people see the joy that purchasing a pair of glasses can bring, knowing that with that pair they’re bringing good into the world.
Although the social mission is a fun and important aspect of the company that energises all employees, one of the main pillars is to create a lifestyle brand that offers as much value to the users of their products as possible.
Prior to Warby Parker, Tim developed strategies for enhancing the customer experience for clients such as Volkswagen, Audi, Walgreens and Kaplan University. He has been the Director 'Tour for the Cure' for the Dana-Farber Cancer Institute. Previous client work includes universities, academic medical centers, foundations, Fortune 100 companies and non-profits. Tim has a Bachelor’s degree at Temple University.
Case study speaker
'Scaling the Customer Experience'
From its inception in 2010, Warby Parker has placed a strong emphasis on delivering exceptional customer experiences. This talk will delve into how Warby Parker encourages a customer centric approach from every department internally (as it's grown from ten people to almost two thousand employees)—and the inner-workings of how those ideas are ultimately brought to life to improve the overall customer experience.
As the company has grown over the last ten years, Warby Parker's approach has always been to be "experience focused, but medium agnostic." The customer journey is never linear, and the focus of Warby Parker is to give customers a consistent experience and make it easy for them to interact across all channels in digital or physical realms. Tim will walk through how every department at Warby Parker works in concert with one another and illustrate what it takes to ensure a seamless customer experience in today's evolving retail world.
Friday, September 11, 12:30 - 13:15