Lead definition and evolution of cohesive, scalable end-to-end digital and assisted customer experiences. Apply systems thinking to align customer needs, product, technology, and operations. Establish standards and frameworks, design complex journeys across touchpoints, integrate emerging technologies including AI, influence cross-functional prioritization, and use data and research to drive continuous improvement.
Job Summary & ResponsibilitiesPreferred Qualifications
Responsibilities include but are not limited to:
- Lead the definition and evolution of end-to-end digital experiences and platforms, ensuring they are cohesive, intuitive, and scalable across products and channels.
- Apply systems thinking to connect customer needs, product capabilities, technology, and operational processes into unified solutions.
- Establish and maintain standards, frameworks, and best practices that elevate quality, consistency, and efficiency across the organization.
- Influence strategy, prioritization, and decision-making across cross-functional teams without direct authority.
- Design and improve complex customer journeys, addressing friction points across digital, physical, and assisted touchpoints.
- Drive the integration of emerging technologies, including AI, into customer experiences and internal workflows in a responsible and effective way.
- Use data, research, and performance insights to identify opportunities, inform decisions, and continuously improve experience and platform outcomes.
Required Skills:
- Strong systems thinking with the ability to connect customer experience, technology, and operations.
- Deep understanding of UX principles, interaction design, and digital customer journeys.
- Demonstrated ability to influence cross-functional teams in a matrixed organization.
- Excellent communication and storytelling skills, especially for complex concepts.
- Ability to define long-term experience vision while balancing near-term delivery priorities.
Required Experience:
- High School diploma or GED equivalent and a minimum of 8 years in digital product management, UX design, service design, or related fields.
- Proven experience working on digital platforms or ecosystems spanning multiple products or channels.
Preferred Experience:
- Business degree in Business, Design, Technology, or related field.
- Background in service design, journey mapping, or design systems.
- Familiarity with AI-enabled products and responsible AI design principles.
- Experience working across digital and assisted channels.
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