Digital Customer Experience Lead - CX

Summary:

• The CX Lead is a key role on the North America Digital Customer Experience team, reporting directly to the Director of Client. This position is responsible for translating the regional digital experience strategy into high-impact, well-executed experiences that improve customer engagement, satisfaction, and business outcomes.
• Working in close partnership with the Director, global Digital teams, and regional Marketing, Sales, and business stakeholders, the CX Lead drives day-to-day execution, optimization, and continuous improvement across Client s digital customer journeys. The role plays a critical part in ensuring experiences across web, eCommerce, and digital tools are seamless, customer-centric, data-informed, and aligned to NAM priorities.
• The ideal candidate is highly collaborative, detail-oriented, and customer-obsessed, with a strong ability to manage complex initiatives while balancing operational excellence with experience innovation.

Responsibilities:

Strategy Enablement & Execution

• Partner closely with the Director of Client to execute the regional digital customer experience strategy and roadmap, bringing deep knowledge of customer journeys, UX principles, and content storytelling into the design of new digital experiences.
• Translate strategic priorities into actionable CX initiatives that connect user needs, intuitive UX, and compelling content to business outcomes.
• Support the rollout of global digital capabilities while ensuring NAM-specific customer and market needs are addressed.
• Contribute to defining success metrics and KPIs tied to experience quality, engagement, and conversion.

Customer Experience & Optimization

• Lead the design and execution of customer experience initiatives across B2B and eCommerce digital channels, applying customer journey thinking, UX best practices, and content storytelling to create seamless, intuitive, and engaging experiences.
• Partner with UX designers, UX writer, and analytics teams to shape end-to-end customer journeys that balance usability, clarity, and narrative-driven messaging.
• Use voice-of-customer insights, journey mapping, and behavioral analytics to identify friction points and opportunities to improve experience flow, comprehension, and engagement.
• Support conversion rate optimization (CRO) initiatives by ensuring experience design, UX patterns, and content work together to guide customers toward meaningful actions.
• Contribute to personalization strategies that deliver contextually relevant experiences aligned to customer intent and journey stage.
• Assist in the development and optimization of key digital tools such as product selectors and eCommerce enablers.

Project Leadership & Delivery

• Own the planning, coordination, and delivery of CX projects, ensuring timelines, scope, and outcomes are met.
• Manage day-to-day execution across multiple workstreams, coordinating internal teams and external partners as needed.
• Maintain project plans, workflows, documentation, and calendars to support efficient and scalable delivery.
• Identify risks and dependencies early, escalating appropriately and proposing solutions.

Cross-Functional Collaboration

• Collaborate closely with UX designers, content strategists, marketers, and product teams to ensure experience design and content storytelling are aligned across touchpoints and consistently reflect Client s brand and customer promise.
• Act as a steward of the customer journey, helping teams align on experience intent, messaging hierarchy, and usability standards throughout execution.
• Act as a connector between strategy, execution, and stakeholders, helping align teams and remove barriers.
• Support partnership with global Digital teams to ensure regional feedback and requirements are incorporated into platform enhancements and roadmaps.

Insights, Reporting & Enablement

• Track initiative performance and synthesize insights into clear, actionable updates for the Director and leadership.
• Develop process documentation, playbooks, and rollout communications to enable adoption and consistency across teams.
• Support change management efforts by ensuring teams understand new experiences, tools, and ways of working.

Qualifications

• 5 7 years of experience in customer experience, UX, digital marketing, digital operations, CRM, or related roles.
• Demonstrated success leading CX or digital initiatives from concept through execution.
• Experience using customer research, journey mapping, and analytics to improve customer satisfaction and reduce friction.
• Strong project management skills with the ability to manage multiple priorities in a matrixed environment.
• Working knowledge of digital platforms, MarTech tools, and analytics solutions (e.g., CMS, CRM, testing tools, campaign, or project management platforms).
• Data-informed mindset with the ability to interpret trends and translate insights into action.
• Excellent written, verbal, and interpersonal communication skills.
• Education: Bachelor s degree in marketing, Business, or a related field, or equivalent practical experience.

Success Profile

• Customer-first mindset with a passion for improving digital experiences.
• Highly organized executor who thrives in complex environments.
• Collaborative partner who builds trust across functions.
• Comfortable operating between strategy and hands-on delivery.
• Continuous improvement mentality with attention to detail and outcomes.