Director, Digital Experience

Job Description

Job Description

Overview

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration , we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

Responsibilities

Ezee Fiber is looking for a strategic, hands-on Director, Digital Experience to own and advance the digital customer experience across our website, eCommerce platforms, and front-end purchase journeys. This leader will be responsible for the vision, roadmap, performance, and day-to-day health of our digital storefronts across all lines of business, brands, markets, and sales channels.

 

The Director will translate business goals and customer insights into a prioritized digital roadmap that improves conversion, simplifies the customer journey, and enables scalable growth. This role will lead website and buyflow optimization, digital experimentation, platform and vendor strategy, analytics and attribution integrity, and cross-functional initiatives spanning Marketing, BI, IT, Operations, Product, and external technology partners. The ideal candidate combines strategic digital leadership with a willingness to stay close to execution, using data to identify opportunities, set priorities, and drive measurable business outcomes.

Qualifications

Digital Experience Strategy & Leadership

• Own the digital experience strategy and roadmap across ezeefiber.com, eCommerce/buyflow platforms, and customer- and agent-facing purchase experiences.
• Establish priorities, success metrics, and optimization plans aligned with company growth, market expansion, customer experience, and revenue goals.
• Serve as the digital experience subject-matter expert across the organization, providing recommendations on UX, conversion, platform capabilities, and emerging digital opportunities.
• Lead cross-functional digital initiatives from business case and requirements through launch, measurement, and optimization.
• Balance long-term platform improvements with rapid responses to business needs, market launches, pricing changes, promotions, and live-site issues.

Website & Digital Platform Ownership

• Own the performance, governance, and continuous improvement of ezeefiber.com, including content architecture, conversion paths, SEO-related technical requirements, localization, accessibility, and site functionality.
• Lead the website development roadmap and agency relationship, including sprint prioritization, resource planning, delivery expectations, and performance accountability.
• Oversee new page and market launches, product and pricing updates, legal and PR content, redirects, noindexing, FAQs, blog development, and other business-critical site changes.
• Own key website tools and integrations, including Spanish-language translation and third-party experiences such as the Ookla Speedtest.
• Identify opportunities to improve site architecture, content, UX, and conversion based on behavioral data, customer feedback, business performance, and testing.

eCommerce & Buyflow Experience

• Own the front-end buyflow strategy and customer experience across all lines of business, brands, markets, and sales channels, partnering with back-end owners to ensure end-to-end flow integrity.
• Lead the buyflow vendor relationship, roadmap, prioritization, and accountability for enhancements, defects, integrations, and platform performance.
• Define and lead major buyflow enhancements, including scheduler improvements, product and pricing changes, channel-specific experiences, confirmation experiences, API integrations, and conversion optimization.
• Establish strong QA, regression testing, launch-readiness, and post-production validation processes across complex market, brand, channel, and product permutations.
• Ensure the rapid identification and resolution of live experience issues, including pricing or plan errors, broken functionality, address qualification issues, tracking gaps, and customer journey friction.
• Maintain clear documentation and governance for market-, brand-, product-, and channel-specific buyflow requirements.

Optimization, Experimentation & Conversion

• Build and own a structured experimentation roadmap across the website and buyflow, prioritizing tests based on customer friction, business impact, and conversion opportunity.
• Lead A/B and multivariate testing from hypothesis development through implementation, live monitoring, analysis, and executive-ready readouts.
• Use funnel performance, session behavior, heat mapping, qualitative insights, and conversion data to identify opportunities and recommend action.
• Translate optimization findings into scalable changes, clearly articulating when to expand, iterate, or pivot.

Analytics, Attribution & Performance

• Own the integrity of digital experience measurement, ensuring website and buyflow tracking supports reliable decision-making and performance reporting.
• Partner with BI, Performance Marketing, and technology teams on analytics implementation, channel attribution, tracking requirements, media parameters, and reporting accuracy.
• Monitor and improve channel grouping and conversion attribution in GA4 and related platforms.
• Define and report on digital experience KPIs such as conversion rate, funnel progression, abandonment, error rate, site engagement, testing impact, and revenue contribution.

Technology, Vendor & Platform Management

• Own the digital experience technology ecosystem and vendor relationships supporting content management, hosting and deployment, analytics, session recording, heat mapping, experimentation, translation, forms, and eCommerce.
• Partner with IT and business stakeholders to guide integrations across Atlas, HubSpot, GLDS, and other systems that impact the digital customer journey.
• Evaluate platform capabilities, vendor performance, and new technology opportunities; develop recommendations and business cases where investment is needed.
• Manage digital experience budgets, vendor scopes, timelines, and deliverables with a focus on business value and scalability.

Cross-Functional Leadership

• Partner closely with Marketing, BI, IT, Operations, Sales, Customer Care, Product, and market teams to translate business requirements into intuitive digital experiences.
• Create clear operating rhythms for intake, prioritization, escalation, launch communication, and performance readouts.
• Influence stakeholders across levels and functions, creating alignment around digital priorities and customer experience improvements.
• Support and develop internal resources as the digital experience function grows, establishing strong standards for execution, documentation, and accountability.