Home Depot taps Matt Carey to oversee customer experience, appoints new CIO
This week, The Home Depot named Matt Carey EVP of Customer Experience, moving the retailer’s longtime chief information officer into a more explicit customer-facing role and emphasizing the importance of digital channels in shaping the customer experience. ‘purchase.
In the newly created role, which reports to CEO Ted Decker, Carey will oversee the vision, design and development of digital solutions that create a more seamless experience for Home Depot customers across physical stores, online and mobile channels.
Fahim Siddiqui has been appointed EVP and Chief Information Officer, also reporting to Decker. Most recently Senior Vice President of IT at The Home Depot, he will be responsible for all aspects of the company’s technology strategy, infrastructure and software development for the more than 2,300 retail stores, supply chain facilities, store support centers and online systems.
Digital and technology leaders continue to see expanded skills and greater strategic influence in their organizations as technology plays a bigger role in shaping customer experiences.
“Now more than ever, our customers expect to shop with us how, when and where they want, and there is little tolerance for friction in the shopping experience,” said Decker, the veteran of Home Depot for 22 years who stepped into the role of CEO. last month. “Matt has a proven track record of customer-focused technology innovation, and I look forward to his leadership as we continue to make shopping at The Home Depot a truly connected and easy experience for our customers.”
The Home Depot is targeting $200 billion in annual sales after surpassing the $150 billion mark in fiscal 2021. The company expects DIY and professional customers to continue shopping across physical channels and digital. On an earnings call in February, Decker noted that about half of online orders were fulfilled through physical stores in fiscal 2021.
Improved mobile apps, loyalty programs, personalized pricing and product recommendations, and tools that help create a more seamless transition between online channels and physical stores are among the digital solutions the company is hoping for. help achieve their goal.
Carey joined Home Depot in 2008. As CIO, he led an overhaul of the company’s IT infrastructure and approach to software development, including a move to Agile and an upgrade of all communication networks, more than 100 supply chain distribution systems and retail systems across the company’s physical stores.
He was previously senior vice president and chief technology officer at eBay, where he oversaw product development, site operations, cybersecurity, platform engineering, data warehousing and catalog operations for eBay Marketplaces. Prior to that, he spent over 20 years at Walmart, including a stint as SVP and CTO.
Siddiqui joined the company in 2018 as senior vice president of IT, overseeing application development across online, marketing, merchandising, supply chain, data and analytics functions. He also led the deployment of a central common services platform aimed at increasing agility, efficiency and consistency for customers. Prior to joining Home Depot, Siddiqui held positions at companies including Staples, MCI, Time Warner Telecom and Sprint.
“Fahim is a terrific leader and brilliant technologist who understands the power of technology to deliver a better experience for our customers and associates, and I look forward to working with him in this next phase of growth,” Decker said.