CX Director – Practice Lead

McFadyen Digital•Vienna, VA

About The Position

The CX Lead is a senior leadership role responsible for developing and expanding McFadyen Digital’s Customer Experience (CX) capabilities across digital commerce, marketplace, and related ecosystems. This person will oversee the strategy, design, and implementation of end-to-end customer journeys that enhance acquisition, conversion, retention, and lifetime value for clients. As a hands-on client-facing leader, you will collaborate with brand, marketing, and digital commerce stakeholders to create differentiated, data-driven, and personalized experiences across web, mobile, marketplaces, and omnichannel touchpoints. You will shape the agency’s CX offerings, accelerate growth, and ensure smooth integration of content, commerce, data, AI, and technology.

Requirements

Over 12 years of experience in CX, digital commerce, digital strategy, or similar consulting roles.
Proven leadership in CX/DX/UX, commerce, or digital transformation within an agency or consulting environment.
Expertise in B2B & B2C ecommerce ecosystems, customer journeys, omnichannel engagement, and experience-driven growth.
Deep expertise in B2B buyer journeys and ecommerce ecosystems, including procurement complexity, catalog challenges, pricing variability, omnichannel engagement, and multi-stakeholder dynamics.
Strong record of managing complex client projects and achieving measurable business results.
Hands-on experience with major ecommerce platforms (especially B2B capabilities) including Adobe Commerce/Magento, Salesforce Commerce Cloud, Shopify, or BigCommerce
Strong understanding of personalization, CDPs, CRM, marketing automation, and analytics platforms
Familiar with Lean UX and Lean Product
Bachelor’s degree in Business, Marketing, Technology, or a related field
Experience applying AI to customer experience strategy, content operations, segmentation, and journey orchestration
Knowledge of AEO/GEO strategies and AI-driven discovery models
Familiarity with enterprise CX/UX/DXP/CMS ecosystems such as Adobe Experience Cloud / AEM, SiteCore, ContentStack, BloomReach, Acquia, LifeRay, and Optimizely
Experience with conversion rate optimization (CRO), UX/UI best practices, and digital merchandising
Understanding of international ecommerce complexities including localization, pricing, payments, tax, and fulfillment
Deep understanding of typography, color, layout and motion design principles
Strong storytelling and executive presentation skills
Ability to operate effectively in a fast-paced, client-centric consulting environment
Experience collaborating across strategy, creative, media, data, and engineering teams
Familiarity with Agile delivery models and cross-functional product development
Strong commercial acumen with ability to support growth, upsell, and client expansion
Experience building and mentoring high-performing teams across different countries including Brazil and India
Strategic thinker with strong business acumen, execution capability, and innovation mindset
Available to travel to client sites across the United States as required (approximately 10%)

Responsibilities

Sell and deliver strategic client CX engagements centered on user experience, commerce transformation, journey optimization, personalization, AI-driven experiences, and omnichannel expansion.
Develop and expand CX/UX/DX offerings (and related marketing campaigns) that integrate content, commerce, data, marketing technology, and AI-based optimization.
Provide hands-on UX design services that deliver both industry best practices and innovative thinking.
Deliver compelling, insight-driven presentations to Director-through-C-Suite stakeholders at enterprise accounts, connecting CX strategy directly to measurable business outcomes such as conversion, AOV, retention, and LTV.
Design and execute AI-enabled experience strategies, including AEO/GEO discovery, conversational commerce, catalog enrichment, content personalization, and AI-driven discovery tailored to B2B and ecommerce commerce contexts.
Lead strategic client engagements, including executive workshops, journey mapping sessions, and digital experience assessments, helping clients navigate digital transformation across B2B, marketplace, and omnichannel environments.
Translate complex B2B buyer challenges—including quote-to-order workflows, procurement approvals, tiered pricing, and large catalog navigation—into intuitive, user-centered digital experiences.
As you build demand for our CX/UX/DX services, you will hire, mentor and manage a profitable team of highly-skilled CX/UX strategists, journey designers, CRO (Conversion Rate Optimization), and UX practitioners.
Define and implement McFadyen Digital’s CX vision and growth strategy for ecommerce clients.
Maintain a personal level of billable utilization above 50% (subject to sales).
Translate client business goals, user needs, and technical constraints into the design of holistic customer journeys.
Collaborate with commerce, data, technology, and AI delivery teams to integrate CX strategy across the full platform lifecycle, from discovery through implementation and optimization.
Foster collaboration across strategy, creative, analytics, and technology teams.
Research and deploy artificial intelligence solutions for CX/UX/DX/UI.
Oversee UI development and related front-end coding best practices to ensure proper UX implementation.
Guide teams to optimize for SEO/AEO/GEO/ACO, site speed, usability, and accessibility/ WCAG/ADA compliance.
Contribute thought leadership—including co-authoring content, webinar participation, and external presentations—that positions the CX practice as a market differentiator to assist in marketing and sales.
Monitor B2B commerce and AI experience trends and maintain a practical, actionable point of view the team can act on and clients can trust.
Develop CX frameworks, playbooks, and reusable accelerators that differentiate McFadyen Digital in competitive pursuits and reduce time to value for clients.
Support pre-sales activities including capability presentations, RFP responses, discovery calls, and executive briefings alongside Sales and Marketing leadership.

Benefits

A career at the intersection of enterprise commerce and practical AI, working on problems that actually matter to the businesses that keep supply chains, distribution, and retail networks moving.
A career with thought leaders who have literally written books on digital commerce, marketplace, and AI best practices, and who are first movers deploying new business models and strategies worldwide.
A career in the fast-paced world of B2B & B2C ecommerce, digital marketplaces and platform businesses.
A career with first movers who are deploying new business models and strategies worldwide.
Senior-level influence on McFadyen Digital’s service offerings, go-to-market positioning, and CX delivery standards.
A flat, entrepreneurial culture that rewards ownership, creativity, innovation, risk-taking, and client impact over politics and hierarchy.
Global delivery exposure collaborating with teams in the US, Brazil, and India.
A leadership team that trusts capable people to lead, execute, and make things better.

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