Digital Strategy Lead

Notion • New York, NY

40d • $205,000 - $240,000 • Onsite

About The Position

We're hiring for a Senior Lead to define and execute Notion's CX Digital Strategy across the post‑sales journey. This role operates like a product leader for digital CX: owning the strategy, roadmap, and outcomes for our scalable customer experiences across channels such as Help Center, Chatbot/AI, in‑product education, lifecycle, and social. You'll orchestrate a cross‑functional pod spanning User Operations, Direct Support, RevOps, Marketing, and CX Engineering to deliver an industry‑leading, AI‑powered support experience that measurably improves self‑serve resolution, CSAT, FRT/SLA adherence, and cost to serve. This is a highly strategic, hands‑on role for someone who thinks like a PM, partners deeply across the business, and is energized by building systems and programs and influencing stakeholders across the organization to drive results.

Requirements

• 8+ years in product management, program management, digital CX, or related strategy roles, with a track record owning cross‑functional roadmaps and business outcomes.
• Demonstrated experience building scalable, data‑driven customer experiences across at least two of the following: Help Center, chatbots/AI automation, in‑product education, lifecycle or growth surfaces, social support.
• Strong analytical skills with the ability to define KPI frameworks, run experiments, and translate insights into action.
• Excellence in cross‑functional leadership without direct authority. Comfortable influencing at executive level and aligning diverse stakeholders.
• Familiarity with modern CX stacks and AI capabilities for support, routing, and content generation.
• Outstanding written communication and systems thinking. Operates like a PM with clear PRDs, briefs, and decision documentation.

Nice To Haves

• Experience leading digital CX in a high‑growth SaaS environment.
• Experience partnering with regional support leaders to deliver global programs.
• Familiarity with Zendesk, CX chatbot(s), and digital experimentation tooling.

Responsibilities

• Own the end‑to‑end digital CX strategy for post‑sales, spanning Help Center, AI chatbot, in‑product education, lifecycle, and social support touch points.
• Translate vision into a prioritized, data‑informed roadmap with clear success metrics and experiment design.
• Build and run a cross‑functional program: establish intake, prioritization, and cross‑team operating cadences with User Ops, Direct Support, RevOps, Marketing, Product Ops, and CX Engineering.
• Partner with Product Education and CX Enablement to ensure a content pipeline that powers external and internal experiences without duplication.
• Improve customer journeys via funnel mapping and journey analytics. Identify gaps and remove friction across discovery, self‑serve, and assisted support.
• Collaborate with RevOps on segmentation, targeting, and measurement to ensure digital motions support acquisition, retention, expansion, and referral.
• Coordinate with regional support leaders to protect first response time SLAs around events and launches, and to localize effectively.
• Maintain a high bar for quality, governance, and compliance across digital CX assets and automations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees