Director, Customer Experience & Digital Marketing

Director, Customer Experience & Digital Marketing

Position Summary

The Director of Customer Experience & Digital Marketing will lead the development and execution of a comprehensive customer experience strategy designed to deliver fast, transparent, personalized, and effortless interactions across all customer touchpoints.

This is fundamentally a customer experience leadership role, with digital marketing, CRM, eCommerce, and artificial intelligence serving as key enablers. The primary objective is to improve the end-to-end customer journey by reducing friction, simplifying processes, increasing transparency, and delivering proactive, consistent, and personalized service.

Reporting to the Global Chief Information Officer, the Director will establish the customer experience vision, define service standards, lead customer journey optimization, implement voice-of-customer programs, and create a measurement framework that drives accountability and continuous improvement across the organization.

The successful candidate will combine strategic leadership with hands-on execution, applying proven customer experience methodologies and digital best practices to deliver measurable improvements in customer satisfaction, loyalty, efficiency, and engagement across a global, multi-business environment.

What Success Looks Like

Success in this role will be measured by meaningful improvements in the customer experience, including:

• Faster, simpler, and more accessible self-service transactions.
• Proactive, transparent communication throughout the customer journey.
• Improved customer satisfaction, loyalty, and retention.
• Reduced customer effort and fewer points of friction.
• Increased adoption of digital channels and self-service capabilities.
• More personalized and consistent interactions across all channels.
• Greater use of customer insights and data to anticipate needs and resolve issues before they escalate.

Every initiative should contribute to measurable improvements in customer outcomes and business performance.

Key Responsibilities

1. Customer Experience Strategy, Standards & Best Practices

• Define and execute a customer experience vision, strategy, and service standards aligned with business objectives and leading digital customer experience practices.
• Establish customer-centric operating principles that prioritize customer needs, simplify interactions, and promote continuous improvement.
• Develop a customer experience maturity framework and roadmap, identifying gaps, prioritizing initiatives, and measuring progress against established benchmarks.
• Champion the transition from manual, reactive, and time-consuming processes to efficient, digital-first, self-service, and proactive customer experiences.
• Embed customer experience considerations into business strategy, operational processes, and technology investments.

2. Customer Journey Design & Omnichannel Experience

• Map, analyze, and continuously improve end-to-end customer journeys, including quoting, ordering, fulfillment, customer support, and renewal.
• Identify customer pain points, process inefficiencies, and opportunities to simplify interactions and improve service delivery.
• Ensure a consistent, seamless experience across digital, mobile, telephone, and in-person channels.
• Partner with commercial, operational, and technology leaders to integrate customer experience principles into new products, services, markets, and go-to-market initiatives.
• Establish standards for customer communication, accessibility, responsiveness, and service consistency across business units and regions.

3. Voice of Customer, Measurement & Accountability

• Develop and manage a global Voice of Customer program incorporating surveys, direct feedback, customer interviews, and sentiment analysis.
• Translate customer insights into prioritized improvement initiatives with clear ownership, timelines, and measurable outcomes.
• Establish and maintain a customer experience measurement framework, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), response and resolution times, digital self-service adoption, and customer retention.
• Develop dashboards and reporting processes that provide visibility into customer experience performance, emerging issues, and improvement opportunities.
• Lead regular customer experience reviews with business and technology leadership, ensuring accountability for results and continuous progress against established objectives.

4. Digital Platforms, eCommerce, CRM & Artificial Intelligence

• Oversee digital customer experience capabilities, including eCommerce, CRM, customer data and insights, personalization, and related marketing technologies.
• Develop a roadmap for digital platforms and capabilities that improves usability, customer engagement, transaction speed, and service efficiency.
• Identify and implement AI-enabled solutions that proactively monitor orders, deliveries, and customer interactions, provide timely updates, and automate high-volume service activities.
• Explore conversational AI and intelligent agents to support always-on customer service, streamline routine tasks, and enable faster issue resolution.
• Work directly with technical teams and business stakeholders to design, prototype, and refine customer-facing workflows and digital experiences.
• Ensure technology investments are evaluated based on customer impact, business value, scalability, and measurable outcomes.

5. Business Partnership & Organizational Change

• Collaborate with executive leadership and stakeholders across sales, marketing, customer service, operations, and technology to embed customer-centric practices throughout the organization.
• Build awareness of customer experience principles through training, workshops, and knowledge-sharing initiatives.
• Influence business priorities, operating processes, and investment decisions using customer insights and performance data.
• Represent customer experience priorities in cross-functional planning, governance, and transformation initiatives.
• Promote a culture of customer accountability, continuous improvement, and collaboration across business functions and regions.

6. Team Leadership & Vendor Management

• Build and develop a high-performing Customer Experience & Digital Marketing team with capabilities spanning customer journey design, digital marketing, CRM, eCommerce, analytics, and automation.
• Establish clear roles, performance expectations, and development plans that support strategic objectives and operational excellence.
• Manage relationships with technology vendors, implementation partners, and service providers.
• Oversee the function's technology budget, resource allocation, and investment priorities, ensuring alignment with customer experience goals and business outcomes.
• Evaluate emerging technologies and industry practices to identify opportunities for innovation and sustained improvement.

Qualifications

• Bachelor's degree in business, marketing, information technology, customer experience, or a related field; equivalent professional experience will be considered.
• Eight or more years of experience in customer experience, digital marketing, eCommerce, or related disciplines, including at least five years leading teams, programs, or cross-functional initiatives.
• Demonstrated knowledge of customer experience methodologies, including customer journey mapping, Voice of Customer programs, service design, and experience measurement frameworks.
• Proven track record of improving customer experience metrics, including satisfaction, loyalty, customer effort, response times, and issue resolution, at scale.
• Experience operating in a global, multi-business, multi-entity, or business-to-business (B2B) environment preferred.
• Hands-on experience with CRM and eCommerce platforms, customer data and personalization tools, and digital marketing technologies.
• Familiarity with artificial intelligence, conversational AI, intelligent agents, and automation solutions integrated with enterprise systems and data.
• Strong digital marketing expertise, including customer segmentation, personalization, campaign optimization, and structured test-and-learn practices.
• Experience establishing or scaling a customer experience function within a broader business or digital transformation initiative.
• Excellent communication, stakeholder management, and influencing skills, with the ability to engage senior executives and cross-functional teams.
• Demonstrated ability to translate customer insights and business requirements into practical solutions and measurable results.
• Willingness to travel domestically and internationally up to 10% of the time.

Key Competencies

• Customer-Centric Leadership: Consistently prioritizes customer needs and uses customer feedback to guide decisions.
• High Standards and Continuous Improvement: Challenges existing practices and pursues meaningful improvements in service quality and customer outcomes.
• Data-Driven Decision-Making: Connects initiatives to measurable customer experience and business performance indicators.
• Digital and Technical Fluency: Understands how digital platforms, data, automation, and AI can improve customer interactions.
• Strategic Thinking and Execution: Translates a customer experience vision into actionable roadmaps and measurable results.
• Cross-Functional Collaboration: Builds alignment across technology, commercial, marketing, and operational teams.
• Change Leadership: Influences organizational culture, encourages adoption of new ways of working, and builds sustainable customer-focused practices.
• Team Development: Attracts, develops, and empowers talent to deliver consistent, high-quality outcomes.