Customer Experience Lead

VOLT • FRANKLIN, TN

9h • Onsite

About The Position

We are seeking an experienced CX Lead, Digital Customer Experience to drive the execution and optimization of digital customer experience strategy. This role will partner closely with marketing, sales, UX, analytics, and global digital teams to deliver seamless, customer-centric experiences across web, eCommerce, and digital platforms.

Requirements

• 5-7 years of experience in Customer Experience, UX, Digital Marketing, Digital Operations, CRM, or related fields.
• Proven experience leading digital or CX initiatives from concept to execution.
• Strong knowledge of customer journey mapping, customer research, analytics, and digital optimization.
• Excellent project management and stakeholder management skills.
• Experience with digital platforms, CMS, CRM, MarTech, analytics, and testing tools.
• Strong communication, collaboration, and problem-solving abilities.
• Bachelor’s degree in marketing, Business, or a related field (or equivalent experience).

Nice To Haves

• Customer-focused and passionate about improving digital experiences.
• Strong executor who can balance strategy with hands-on delivery.
• Collaborative team player with experience working in matrixed organizations.
• Data-driven mindset with a continuous improvement approach.
• Detail-oriented, organized, and comfortable managing multiple priorities.

Responsibilities

• Lead customer experience initiatives across digital channels, ensuring intuitive and engaging customer journeys.
• Translate CX strategy into actionable projects that improve engagement, conversion, and customer satisfaction.
• Utilize customer insights, journey mapping, UX best practices, and analytics to identify opportunities and reduce friction.
• Manage multiple CX projects from planning through execution, ensuring timelines, quality, and business outcomes are achieved.
• Collaborate with cross-functional teams including UX, content, marketing, product, and global digital teams.
• Support personalization, conversion rate optimization (CRO), and digital tool enhancements.
• Monitor performance metrics, provide actionable insights, and support change management and adoption initiatives.

Benefits

• health
• dental
• vision
• term life
• short term disability
• AD&D
• 401(k)
• Sick time
• other types of paid leaves (as required by law)
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level