Senior Digital Experience Strategy & Insights

• Job Type – Contract to Hire
• Location – Remote but MUST be located near Miramar, FL, Addison, TX, Minneapolis, MN, Atlanta, GA
• Requirements - GC holder or USC required

Sr. Manager, Digital Experience Strategy & Insights

Digital Enablement Team

Overview

We are recruiting for a Sr. Manager, Digital Experience Strategy & Insights to join our client company's team to help shape how digital becomes a trusted, valuable channel of business for our customers and commercial teams.

This role will lead our Voice of Customer program while building a broader understanding of digital experience and performance. The Senior Manager will bring together customer feedback, behavioral data, market intelligence, operational signals, and frontline perspectives to identify what is working, where trust or adoption is breaking down, and where the organization should focus next.

This is a dynamic role for someone who can move between insight generation, strategic problem solving, and execution. The successful candidate will establish repeatable listening and measurement capabilities, but will also step into emerging priorities, structure ambiguous questions, mobilize cross-functional teams, and help turn learning into meaningful improvements.

Reporting to the Director, Go to Market and Product Marketing Strategy, this person will partner closely with Product, Design, Engineering, Analytics, Marketing, Commercial Sales, Customer Support, and the Digital Enablement organization at the national and subregional levels.

Primary Responsibilities

Gather Customer & Market Intelligence

· Own and evolve the Voice of Customer program across digital products and channels, including survey design, qualitative research, feedback collection, sentiment monitoring, and closed-loop practices.

· Integrate customer feedback with behavioral analytics, market intelligence, commercial input, support data, and operational signals to create a more complete view of the digital experience.

· Develop research and learning agendas around the most important questions facing our digital business.

· Identify unmet customer needs, emerging expectations, competitive shifts, and changes in how customers want to do business.

· Ensure insights represent the range of customers, markets, regions, and user types served by the organization.

Advance Digital Trust Adoption & Growth

· Identify the factors that build or erode trust in Proof and other digital products, including experience quality, reliability, value, relevance, and alignment with customers’ ways of working.

· Diagnose barriers to activation, adoption, repeat usage, and deeper digital engagement.

· Connect customer experience signals with business and behavioral outcomes such as conversion, retention, digital sales, service demand, and channel usage.

· Partner with Product, Marketing, Sales, and Digital Enablement teams to translate findings into experience improvements, adoption strategies, and go to market priorities.

· Define how the organization will measure progress toward becoming a trusted digital channel of business.

Turn Insight into Action

· Translate complex qualitative and quantitative information into clear recommendations for executives, product teams, technical partners, and commercial stakeholders.

· Facilitate cross-functional working sessions that move teams from observations to decisions, owners, and actions.

· Establish mechanisms for prioritizing opportunities based on customer value, business impact, effort, and strategic relevance.

· Track how teams respond to significant findings and assess whether resulting changes improve customer behavior and experience.

· Build clear feedback loops so customers, frontline teams, and internal stakeholders can see how their input leads to action.

Lead Strategic Initiatives & Experimentation

· Take ownership of emerging, cross-functional digital priorities that may not fit neatly within an existing team or process.

· Structure ambiguous business and customer problems, develop hypotheses, and determine the evidence needed to make informed decisions.

· Design pilots, experiments, and rapid learning efforts to evaluate new concepts, experiences, messages, or operating approaches.

· Size opportunities and help teams determine when to scale, adjust, or stop an initiative.

· Support special projects that advance digital adoption, customer value, and organizational readiness as the digital landscape evolves.

Build Scalable Insight & Decision Capabilities

· Establish accessible reporting and decision-support tools that allow teams to explore relevant customer, market, and experience insights.

· Define requirements for integrating feedback and experience data across platforms, partnering with Analytics, Data, and Engineering teams as appropriate.

· Reduce dependence on manual, one-off reporting by developing reusable frameworks, automated workflows, and self-service capabilities.

· Apply AI-enabled research, analysis, prototyping, and automation tools to accelerate learning and improve team effectiveness.

· Create shared definitions, measures, and reporting practices that help teams evaluate digital experience and channel health consistently.

Strengthen Cross-Functional & Field Partnerships

· Partner with the Digital Enablement organization at national and subregional levels to connect customer learning with rollout, adoption, and market priorities.

· Build strong relationships with Product, Design, Engineering, Marketing, Commercial Sales, Analytics, and Customer Support.

· Incorporate frontline knowledge into the organization’s understanding of customer behavior and digital-channel performance.

· Identify customer-reported technical or performance concerns and ensure they reach the appropriate teams for evaluation and resolution.

· Champion customer-centered decision-making while balancing customer value, commercial needs, technical realities, and business strategy.

Minimum Qualifications

· Bachelor’s degree or equivalent relevant experience in business, marketing, analytics, design, psychology, human-computer interaction, or a related discipline.

· Seven or more years of experience in customer insights, digital strategy, product insights, customer experience, digital analytics, growth, product operations, service design, or a related field.

· Experience leading customer research or Voice of Customer programs using both qualitative and quantitative methods.

· Demonstrated ability to connect customer and market insights with product decisions, adoption strategies, or measurable business outcomes.

· Experience defining and evaluating digital experience, adoption, or customer-engagement measures.

· Strong strategic problem-solving skills, including the ability to structure ambiguous questions and establish a practical path from learning to action.

· Experience leading cross-functional initiatives without relying on direct authority.

· Ability to translate complex data and customer evidence into clear narratives, recommendations, and decisions for executive, commercial, and technical audiences.

· Comfort working with analytics, visualization, research, and digital-experience platforms.

· Ability to manage multiple priorities and shift effectively between long-term capability building and time-sensitive business needs.

· Experience working in B2B or B2C environments with complex customer journeys.

Preferred Qualifications

· Experience supporting a digital commerce platform, marketplace, customer portal, or other business-critical digital channel.

· Experience improving product adoption, digital conversion, customer retention, or channel migration.

· Familiarity with platforms such as Databricks, Adobe Analytics, Quantum Metric, SurveySparrow, or comparable tools.

· Experience using AI-enabled tools for research, synthesis, analysis, workflow automation, or rapid prototyping.

· Experience designing experiments, pilots, or measurement frameworks.

· Experience partnering with distributed commercial or field organizations