Manager, Digital Experience (Print Services)

Staples•Framingham, MA

40d

About The Position

The Digital Experience team delivers customer-centric experiences that position Staples as the digital selling platform of choice. We focus on creating seamless, intuitive, and high-performing online interactions across desktop, mobile, and app. Using customer insights, experimentation, behavioral data, and deep eCommerce expertise, we continuously improve the online journey and bring innovative digital experiences to market. We collaborate closely with sales, merchandising, finance, logistics, and technology teams to ensure our digital experiences support business goals and customer needs end to end. We are inclusive, customer-obsessed, and are looking for strong digital experience professionals to help elevate how customers interact with our Print & Marketing Services business. What You Will Be Doing As the Manager, Digital Experience for Print & Marketing, you will play a pivotal role in shaping the strategy and ongoing optimization of our print services website and connected digital experiences.

Requirements

Proven experience in digital experience management, eCommerce site optimization, or customer experience strategy.
Strong understanding of eCommerce site behavior, digital journey dynamics, and conversion friction points.
Ability to translate insights into business cases, prioritized roadmaps, and clear recommendations that drive measurable improvements.
Experience driving experience improvement initiatives from concept through validation and execution.
Familiarity with analytics, A/B testing, journey analysis, and experience optimization best practices.
Strong project management skills with the ability to lead cross-functional initiatives.
Experience partnering with UX, design, technology, and merchandising teams to bring digital initiatives to life.
Ability to influence stakeholders at multiple levels using data-supported insights and clear business impact.
Proven ability to manage multiple initiatives in a fast-paced environment.
Proficiency with CMS platforms, testing tools, and digital experience technologies.
Strong problem-solving skills with the ability to connect customer behavior, site performance, and business goals into actionable insights.
Bachelor's degree or equivalent experience.
7 or more years of experience in digital business, eCommerce, digital experience, or customer experience management.
Strong proficiency in MS Office Suite, particularly Excel and PowerPoint.

Nice To Haves

Experience in print services or print-related industries.
Experience in digital merchandising, complex eCommerce journeys, or experience optimization within a B2B or B2C environment.
Background in developing, testing, and iterating on digital experiences using behavioral insights and experimentation.

Responsibilities

Own the end-to-end digital customer journey by identifying and prioritizing opportunities that improve engagement, ease of use, and conversion.
Form hypotheses about customer behavior, validate them through testing and data, and turn insights into actionable digital enhancements.
Analyze journey performance and site behavior to pinpoint friction points and recommend measurable improvements.
Collaborate with UX, design, content, and technology teams to implement changes that enhance the overall digital experience.
Champion experimentation through A/B testing, behavioral data, and customer feedback to continuously refine the experience.
Ensure consistency, clarity, and usability across all touchpoints while aligning digital initiatives with business goals.
Act as the voice of the customer by driving decisions grounded in user insight and business impact.

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