Customer Experience Lead

ProfessionalSummary:

·        TheCX Lead is a key role on the North America Digital Customer Experience (NAMDCX) team, reporting directly to the Director of NAM DCX.

·        Thisposition is responsible for translating the regional digital experiencestrategy into high-impact, well-executed experiences that improve customerengagement, satisfaction, and business outcomes.

·        Workingin close partnership with the Director, global Digital teams, and regionalMarketing, Sales, and business stakeholders, the CX Lead drives day-to-dayexecution, optimization, and continuous improvement across Client’s digitalcustomer journeys.

·        Therole plays a critical part in ensuring experiences across web, eCommerce, anddigital tools are seamless, customer-centric, data-informed, and aligned to NAMpriorities.

·        Theideal candidate is highly collaborative, detail-oriented, andcustomer-obsessed, with a strong ability to manage complex initiatives whilebalancing operational excellence with experience innovation.

·        May Require occasional travel or onsitecollaboration depending on project needs

Responsibilities:

·        Partnerclosely with the Director of NAM DCX to execute the regional digital customerexperience strategy and roadmap, bringing deep knowledge of customer journeys,UX principles, and content storytelling into the design of new digitalexperiences.

·        Translatestrategic priorities into actionable CX initiatives that connect user needs,intuitive UX, and compelling content to business outcomes.

·        Supportthe rollout of global digital capabilities while ensuring NAM-specific customerand market needs are addressed.

·        Contributeto defining success metrics and KPIs tied to experience quality, engagement,and conversion.

CustomerExperience & Optimization:

·        Leadthe design and execution of customer experience initiatives across B2B andeCommerce digital channels, applying customer journey thinking, UX bestpractices, and content storytelling to create seamless, intuitive, and engagingexperiences.

·        Partnerwith UX designers, UX writer, and analytics teams to shape end-to-end customerjourneys that balance usability, clarity, and narrative-driven messaging.

·        Usevoice-of-customer insights, journey mapping, and behavioural analytics toidentify friction points and opportunities to improve experience flow,comprehension, and engagement.

·        Supportconversion rate optimization (CRO) initiatives by ensuring experience design,UX patterns, and content work together to guide customers toward meaningfulactions.

·        Contributeto personalization strategies that deliver contextually relevant experiencesaligned to customer intent and journey stage.

·        Assistin the development and optimization of key digital tools such as productselectors and eCommerce enablers.

ProjectLeadership & Delivery:

·        Ownthe planning, coordination, and delivery of CX projects, ensuring timelines,scope, and outcomes are met.

·        Manageday-to-day execution across multiple workstreams, coordinating internal teamsand external partners as needed.

·        Maintainproject plans, workflows, documentation, and calendars to support efficient andscalable delivery.

·        Identifyrisks and dependencies early, escalating appropriately and proposing solutions.

Cross-FunctionalCollaboration:

·        Collaborateclosely with UX designers, content strategists, marketers, and product teams toensure experience design and content storytelling are aligned acrosstouchpoints and consistently reflect Client’s brand and customer promise.

·        Actas a steward of the customer journey, helping teams align on experience intent,messaging hierarchy, and usability standards throughout execution.

·        Actas a connector between strategy, execution, and stakeholders, helping alignteams and remove barriers.

·        Supportpartnership with global Digital teams to ensure regional feedback andrequirements are incorporated into platform enhancements and roadmaps.

Insights,Reporting & Enablement:

·        Trackinitiative performance and synthesize insights into clear, actionable updatesfor the Director and leadership.

·        Developprocess documentation, playbooks, and rollout communications to enable adoptionand consistency across teams.

·        Supportchange management efforts by ensuring teams understand new experiences, tools,and ways of working.

Qualifications:

·        5–7years of experience in customer experience, UX, digital marketing, digitaloperations, CRM, or related roles.

·        Demonstratedsuccess leading CX or digital initiatives from concept through execution.

·        Experienceusing customer research, journey mapping, and analytics to improve customersatisfaction and reduce friction.

·        Strongproject management skills with the ability to manage multiple priorities in amatrixed environment.

·        Workingknowledge of digital platforms, Mar Tech tools, and analytics solutions (e.g.,CMS, CRM, testing tools, campaign or project management platforms).

·        Data-informedmindset with the ability to interpret trends and translate insights intoaction.

·        Excellentwritten, verbal, and interpersonal communication skills.

·        Education

·        Bachelor’sdegree in Marketing, Business, or a related field, or equivalent practicalexperience.

SuccessProfile:

·        Customer-firstmindset with a passion for improving digital experiences

·        Highlyorganized executor who thrives in complex environments

·        Collaborativepartner who builds trust across functions

·        Comfortableoperating between strategy and hands-on delivery

·        Continuousimprovement mentality with attention to detail and outcomes