Customer Experience Strategy Lead

Job Description

Customer Experience Strategy Lead

Location: Charlotte, NC (Hybrid)
Duration: 6-Month Contract
Schedule: Hybrid


Overview

We are seeking a highly strategic and results-driven Customer Experience Strategy Lead to drive customer experience initiatives across digital channels, marketing technology platforms, and enterprise customer engagement programs.

This role will serve as a critical bridge between business stakeholders, marketing teams, product organizations, technology partners, and data teams to deliver innovative customer experience solutions that improve engagement, personalization, and business outcomes.

The ideal candidate combines expertise in customer experience strategy, digital optimization, roadmap execution, analytics, and stakeholder management. This individual must be comfortable leading cross-functional initiatives, influencing senior leadership, and translating business objectives into actionable customer experience strategies.

Key Responsibilities
Customer Experience Strategy & Execution

• Develop and execute customer experience solutions for online applications, websites, and digital platforms.
• Lead the design, development, and delivery of customer experience initiatives from concept through implementation and ongoing optimization.
• Partner with business leaders to identify opportunities to enhance customer journeys, engagement, and personalization capabilities.
• Define and maintain customer experience roadmaps aligned with business goals and organizational priorities.
• Champion customer-centric design principles and ensure solutions meet both customer and business needs.

User Experience & Design Leadership

• Develop customer experience deliverables including:
  • Customer experience briefs
  • Site strategies
  • Wireframes and visual mockups
  • Site maps and navigation structures
  • User flows and task flows
  • Design briefs and prototypes
• Review and evaluate complex customer experience initiatives and provide strategic recommendations.
• Conduct research and testing to identify innovative and leading-edge customer experience solutions.
• Analyze internal and external digital experiences to identify best practices and improvement opportunities.
• Design, develop, test, and refine prototypes to improve customer interactions and outcomes.

Personalization, Optimization & Adobe Target

• Serve as a subject matter expert for Adobe Target capabilities, strategy, and optimization.
• Drive personalization, testing, experimentation, and optimization initiatives across digital channels.
• Partner with marketing, analytics, and product teams to maximize value from Adobe Target investments.
• Develop testing strategies and measurement frameworks to evaluate customer experience effectiveness.
• Translate customer insights and behavioral data into actionable optimization opportunities.

Project & Program Leadership

• Lead roadmap execution and oversee strategic customer experience initiatives.
• Manage project timelines, dependencies, deliverables, and stakeholder expectations.
• Coordinate cross-functional teams to ensure successful program execution.
• Monitor project progress and proactively identify and resolve risks and roadblocks.
• Create and maintain project plans, schedules, governance processes, and status reporting.

Stakeholder & Vendor Management

• Act as the centralized point of contact for project timelines, dependencies, and delivery coordination.
• Collaborate with business leaders to understand strategic objectives and customer experience requirements.
• Facilitate requirements gathering sessions and translate business needs into actionable solutions.
• Build consensus among diverse stakeholder groups and influence decision-making without direct authority.
• Manage relationships with third-party vendors and service providers.
• Support vendor evaluations, contractual requirements, and ongoing performance management.

Analytics, Data Strategy & Business Alignment

• Partner with business leaders to define success metrics, KPIs, and measurement strategies.
• Leverage customer, marketing, and financial data to support strategic decision-making.
• Identify gaps in reporting, analytics, and customer insights.
• Develop compelling narratives around customer behavior, business performance, and data utilization.
• Support prioritization efforts by evaluating business impact, customer value, and strategic alignment.

Required Qualifications

• 7+ years of experience in Customer Experience, Digital Strategy, Product Management, Marketing Technology, Analytics, or related disciplines.
• Expert knowledge of Adobe Target capabilities and demonstrated success driving business value through personalization and optimization initiatives.
• Experience leading customer experience, digital transformation, or strategic marketing initiatives.
• Strong background in roadmap execution, project management, and cross-functional delivery.
• Experience gathering and documenting business, functional, and data requirements.
• Strong understanding of customer experience design, user journeys, and digital engagement strategies.
• Experience working with analytics, reporting, and customer data platforms.
• Proven ability to influence stakeholders and drive alignment across multiple business units.
• Exceptional verbal, written, presentation, and facilitation skills.

Preferred Qualifications

• Experience within financial services, banking, or fintech organizations.
• Experience supporting CMS and digital business leaders in defining and delivering customer experience capabilities.
• Background in digital marketing, customer analytics, personalization, or optimization programs.
• Experience working with application development teams and digital product organizations.
• Experience with change management and organizational transformation initiatives.
• Familiarity with Agile delivery methodologies and digital product development practices.
• Experience managing third-party vendors and strategic partnerships.

Key Skills

• Customer Experience Strategy
• Adobe Target
• Personalization & Optimization
• Digital Experience Design
• Product Strategy
• Roadmap Execution
• Project & Program Management
• Stakeholder Management
• Vendor Management
• Business Analysis
• Requirements Gathering
• Analytics & Reporting
• Data Strategy
• Change Management
• Testing & Experimentation
• Financial Services Domain Knowledge