Customer Experience Lead

Professional
Summary:

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

·        This
position is responsible for translating the regional digital experience
strategy into high-impact, well-executed experiences that improve customer
engagement, satisfaction, and business outcomes.

·        Working
in close partnership with the Director, global Digital teams, and regional
Marketing, Sales, and business stakeholders, the CX Lead drives day-to-day
execution, optimization, and continuous improvement across Client’s digital
customer journeys.

·        The
role plays a critical part in ensuring experiences across web, eCommerce, and
digital tools are seamless, customer-centric, data-informed, and aligned to NAM
priorities.

·        The
ideal candidate is highly collaborative, detail-oriented, and
customer-obsessed, with a strong ability to manage complex initiatives while
balancing operational excellence with experience innovation.

·        May Require occasional travel or onsite
collaboration depending on project needs

Responsibilities:

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

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

·        Support
the rollout of global digital capabilities while ensuring NAM-specific customer
and market needs are addressed.

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

Customer
Experience & Optimization:

·        Lead
the design and execution of customer experience initiatives across B2B and
eCommerce digital channels, applying customer journey thinking, UX best
practices, and content storytelling to create seamless, intuitive, and engaging
experiences.

·        Partner
with UX designers, UX writer, and analytics teams to shape end-to-end customer
journeys that balance usability, clarity, and narrative-driven messaging.

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

·        Support
conversion rate optimization (CRO) initiatives by ensuring experience design,
UX patterns, and content work together to guide customers toward meaningful
actions.

·        Contribute
to personalization strategies that deliver contextually relevant experiences
aligned to customer intent and journey stage.

·        Assist
in the development and optimization of key digital tools such as product
selectors and eCommerce enablers.

Project
Leadership & Delivery:

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

·        Manage
day-to-day execution across multiple workstreams, coordinating internal teams
and external partners as needed.

·        Maintain
project plans, workflows, documentation, and calendars to support efficient and
scalable delivery.

·        Identify
risks and dependencies early, escalating appropriately and proposing solutions.

Cross-Functional
Collaboration:

·        Collaborate
closely with UX designers, content strategists, marketers, and product teams to
ensure experience design and content storytelling are aligned across
touchpoints and consistently reflect Client’s brand and customer promise.

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

·        Act
as a connector between strategy, execution, and stakeholders, helping align
teams and remove barriers.

·        Support
partnership with global Digital teams to ensure regional feedback and
requirements are incorporated into platform enhancements and roadmaps.

Insights,
Reporting & Enablement:

·        Track
initiative performance and synthesize insights into clear, actionable updates
for the Director and leadership.

·        Develop
process documentation, playbooks, and rollout communications to enable adoption
and consistency across teams.

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

Qualifications:

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

·        Demonstrated
success leading CX or digital initiatives from concept through execution.

·        Experience
using customer research, journey mapping, and analytics to improve customer
satisfaction and reduce friction.

·        Strong
project management skills with the ability to manage multiple priorities in a
matrixed environment.

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

·        Data-informed
mindset with the ability to interpret trends and translate insights into
action.

·        Excellent
written, verbal, and interpersonal communication skills.

·        Education

·        Bachelor’s
degree in Marketing, Business, or a related field, or equivalent practical
experience.

Success
Profile:

·        Customer-first
mindset with a passion for improving digital experiences

·        Highly
organized executor who thrives in complex environments

·        Collaborative
partner who builds trust across functions

·        Comfortable
operating between strategy and hands-on delivery

·        Continuous
improvement mentality with attention to detail and outcomes