Senior Manager, Digital Customer Experience and App Strategy
About The Position
In this role, you will serve as the operational and strategic engine behind our digital ecosystem’s innovation and evolution. Reporting to the VP, Digital Customer Experience, this role drives execution of the digital strategy and tech-enabled roadmap, drives a unified experience design and cross-channel experience coherence, and identifies emerging tools and trends that enhance the customer experience across our site and app. You will combine business acumen with technical fluency to translate strategic vision into actionable plans — ensuring our platforms, tools, and partnerships deliver measurable value, innovation, and scalability.
Requirements
- 8+ years in digital strategy, product, or technology management, ideally within a customer-facing organization
- Strong understanding of digital experience platforms (CMS, personalization, A/B testing, analytics
Responsibilities
- Partner with Digital, KT and key partners to translate digital strategic direction to a prioritized and actionable digital strategy and tech enabled roadmap grounded in business cases, value, and resource capacity
- Lead program management for the digital strategy roadmap driving structured planning, cross-functional alignment, milestone tracking, and proactive risk/issue management to ensure successful delivery
- Define and articulate the customer-experience vision for the app in tight partnership with CRM, Loyalty, Data Science, Design and Product
- Partner with analytics to track KPIs and performance against digital strategy goals
- Partner with Product Design and Technology to co-inform experience principles that guide teams for site and app experience, ensuring customer needs and Digital perspectives are represented
- Frame strategic approaches that tailor experiences across digital touchpoints, ensuring consistency and connection with CRM, Loyalty and marketing systems
- Identify emerging opportunities, insights, and capability gaps that advance a more adaptive, connected Digital experience ecosystem
- Surface key insights and opportunities to enhance app performance, digital experience commercialization, and usability
- Lead evaluation and proof-of-concept efforts for emerging tools that support the digital customer experience strategy through personalization, automation, design efficiency, operational excellence, and experience enhancements
- Conduct regular business reviews to assess performance, ROI, and future potential of each platform partner
- Monitor digital experience trends, emerging technologies, and competitor advancements to inform forward-looking strategies
- Partner with the VP to identify and test innovative pilots that enhance engagement, efficiency, or customer relevance
- Manage vendor relationships and drive technology evaluation processes
- Additional tasks may be assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
