Director, Omnichannel Customer Experience & Strategic Initiatives

Ashley Furniture Industries•Arcadia, WI

About The Position

The Director, Omnichannel Customer Experience & Strategic Initiatives is the enterprise leader responsible for defining, governing, and advancing Ashley Furniture’s customer-centric omnichannel strategy across retail, e-commerce, customer care, delivery, and emerging channels. This role sets the experience vision and roadmap, establishes cross-channel standards and decision rights, and leads a portfolio of strategic initiatives that improve the end-to-end customer journey. This is not a technical role, but it requires strong omnichannel fluency and the ability to lead a team that includes system subject matter experts and process leaders. The Director partners closely with senior stakeholders to translate strategy into execution—driving measurable improvements in customer outcomes, operational performance, and enterprise alignment.

Requirements

Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience, or related field required
10+ YEARS OF PROGRESSIVE EXPERIENCE IN OMNICHANNEL CUSTOMER EXPERIENCE, RETAIL OPERATIONS, E-COMMERCE, OR STRATEGIC PROGRAM MANAGEMENT
5+ YEARS IN LEADERSHIP ROLES WITH RESPONSIBILITY FOR CROSS-FUNCTIONAL STRATEGY DEVELOPMENT AND EXECUTION
PROVEN TRACK RECORD DEFINING AND EXECUTING ENTERPRISE-LEVEL CUSTOMER EXPERIENCE STRATEGIES ACROSS MULTIPLE CHANNELS
EXPERIENCE MANAGING COMPLEX, MULTI-STAKEHOLDER INITIATIVES FROM CONCEPT THROUGH SUSTAINED ADOPTION
DEMONSTRATED SUCCESS LEADING TEAMS INCLUDING SMES, PROCESS LEADERS, AND CROSS-FUNCTIONAL PROJECT RESOURCES

Nice To Haves

Master's degree in Business Administration (MBA) or related field preferred

Responsibilities

Define the enterprise omnichannel CX vision and translate it into a prioritized roadmap with clear outcomes
Establish journey-level governance (decision rights, standards, and escalation paths) to ensure cross-channel consistency
Align customer experience priorities with business goals, operational realities, and scalable execution
Own key end-to-end journeys (e.g., browse-to-buy, order-to-delivery, service-to-resolution, returns/exchanges) and define what “good” looks like
Standardize customer-facing policies and communications expectations where consistency drives trust and reduces friction
Drive simplification by reducing handoffs, exceptions, and variability across channels
Lead a portfolio of omnichannel CX initiatives from concept through adoption and sustained performance
Drive accountability across business partners through clear operating cadence, decisions, and follow-through
Maintain working knowledge of omnichannel CX operating models and enabling ecosystems (e.g., OMS concepts, CRM, e-comm, POS, customer care tools) to guide business direction
Benchmark Ashley’s experience maturity and identify pragmatic improvements based on best practices
Provide leadership with decision-ready recommendations grounded in customer impact and operational feasibility
Define and operationalize omnichannel CX KPIs and a performance review cadence tied to customer and business outcomes
Translate insights into prioritized actions and decisions (what to fix, why it matters, and what success looks like)
Ensure progress is communicated clearly and consistently to stakeholders and executives
Build and lead a high-performing team with strong clarity on roles, priorities, and delivery expectations
Coach leaders and SMEs to translate business needs into actionable work and sustainable adoption
Develop capability across journey thinking, change adoption, stakeholder leadership, and outcome-based execution