Customer Experience Lead

Professional Summary:

The CX Lead is a key role on the North America Digital Customer Experience (NAM DCX) team reporting directly to the Director of NAM DCX.

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 Clients 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.

May Require occasional travel or onsite collaboration depending on project needs

Responsibilities:

Partner closely with the Director of NAM DCX 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 behavioural 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 Clients 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:

57 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 Mar Tech 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

Bachelors 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