Director of Digital Experience

Keystone Technologies•Lansdale, PA

About The Position

The Director of Digital Experience serves as the single-threaded owner of our website ecosystem—encompassing our marketing presence, B2B e-commerce platform, recruiting experience, and customer portal. This role is not about maintaining a website. It is about building a best-in-class digital platform that becomes a competitive advantage—delivering a seamless, intuitive, high-performing experience that makes Keystone the easiest partner to do business with online. This role operates at the intersection of Marketing, IT, AI, Sales, Customer Experience, and Product, owning the strategy, roadmap, and execution of a modern digital platform that integrates deeply with Keystone’s ERP, CRM, and marketing systems. The Director of Digital Experience leads projects utilizing both internal and external resources to continuously elevate our digital capabilities. This role also provides leadership and direction to the Digital Marketing Strategist, helping align digital marketing execution with the broader digital experience strategy. This role will also own the ongoing effort to understand customer behavior, gather feedback, identify friction points, and turn those insights into meaningful improvements. This role will make it easier for customers to get what they need at their fingertips—and will help define how AI can enhance and personalize that experience.

Requirements

Bachelor’s degree required; MBA or advanced degree preferred.
8–12+ years of experience leading digital experience, web platforms, e-commerce, customer portal, or product management initiatives.
Proven track record of improving user experience, digital adoption, and business performance.
Experience operating in cross-functional environments involving Marketing, IT, customer-facing teams, and commercial leaders.
Experience gathering and translating customer feedback into meaningful digital improvements.
Experience managing platform integrations with ERP, CRM, marketing automation, and related systems.
Experience managing external partners and complex projects.
Strong understanding of UX principles, customer journey mapping, and digital optimization.
Strong understanding of CMS platforms, e-commerce systems, customer portals, and web analytics tools.
Familiarity with AI-enabled digital tools and a strong interest in applying AI to improve customer experience.
Data-driven mindset with strong analytical, prioritization, and problem-solving skills.
Uphold and implement Keystone’s Core Values, consistently aligning actions and decisions that reflect the core principles.

Responsibilities

Digital Strategy & Product Ownership: Own the vision, roadmap, and long-term strategy for Keystone’s website, app, e-commerce experience, and customer portal.
Serve as the product owner of the platform, managing a prioritized backlog of initiatives based on business impact and customer needs.
Translate business goals, customer insights, and market trends into clear execution plans.
Benchmark industry leaders and continuously evolve the platform to keep Keystone ahead of the market.
Balance short-term improvements with longer-term platform innovation.
Customer Experience, Research & UX Excellence: Deliver an exceptional, easy, and intuitive user experience across all digital touchpoints.
Lead UX/UI strategy, including navigation, site architecture, mobile optimization, and overall usability.
Build formal and informal customer feedback loops through surveys, interviews, customer interactions, sales team input, support data, and analytics.
Identify friction points in the customer journey and turn those insights into prioritized improvements.
Drive conversion rate optimization (CRO) through testing, analytics, and experimentation.
Own the effectiveness of search, product discovery, and content findability.
E-Commerce & Customer Portal Capability: Lead development and optimization of core digital capabilities, including: Online ordering and customer-specific pricing, Quoting, approvals, and order management, Inventory visibility and tracking, Returns and post-sale support workflows, Secure payments and account management, Upsell, cross-sell, and promotional experiences, Other pre-sale and post-sale value-added activities.
Expand self-service capabilities that reduce friction and increase customer adoption.
Ensure the portal becomes a preferred engagement channel for customers and a meaningful extension of the Keystone customer experience.
AI-Enabled Customer Experience: Identify and prioritize opportunities to integrate AI into the website and portal experience.
Explore and implement AI-driven capabilities such as: Smarter site search, guided product discovery, personalized recommendations, self-service support and chat experiences, automated content assistance, customer-specific insights or predictive tools.
Partner with internal teams and external vendors to evaluate, test, and scale AI solutions.
Stay current on emerging AI and digital experience trends, bringing forward practical use cases that improve customer outcomes and business performance.
Platform Integration & Technical Partnership: Partner closely with IT to deliver and maintain seamless integration with ERP, CRM, marketing automation, and other internal systems.
Ensure data accuracy, consistency, and governance across all connected platforms.
Drive platform performance, including speed, uptime, security, and scalability.
Support platform architecture decisions and future technology evolution.
Help bridge business needs and technical execution to ensure solutions are both effective and practical.
Website Governance, Reliability & Operations: Establish and enforce a clear governance model including roles, responsibilities, and decision rights.
Define and manage development lifecycle, release cadence, prioritization processes, and quality standards.
Own site performance, uptime, and reliability, including incident response and continuous improvement.
Ensure content quality, consistency, and alignment with brand standards.
Create clear operating rhythms that keep stakeholders informed and aligned.
Analytics, Performance & Continuous Improvement: Define and monitor a clear set of KPIs and dashboards tied to customer behavior and business outcomes.
Analyze performance across traffic, engagement, search behavior, conversion, portal adoption, self-service usage, and customer satisfaction.
Use data, customer feedback, and business input to identify opportunities and prioritize enhancements.
Regularly present performance, insights, and recommendations to leadership.
Build a culture of test-and-learn, where improvements are continuously measured and refined.
Vendor, Cross-Functional & Team Leadership: Lead and manage external agency, development, and technology partners.
Drive alignment across Marketing, IT, Sales, Customer Service, Product, and Leadership.
Ensure strong collaboration with internal stakeholders to deliver integrated outcomes.
Influence teams across the organization without always owning direct resources.
Build and develop a high-performing digital capability over time.
Provide leadership, direction, and development support to the Digital Marketing Strategist, ensuring alignment between day-to-day digital marketing execution and the broader digital experience strategy.