Customer Experience Strategy Lead

Customer Experience Strategy Lead

If you are interested in applying for this job, please make sure you meet the following requirements as listed below.

Location : Charlotte, NC (Hybrid
)Duration : 6-Month Contrac
tSchedule : Hybri

d
Overvi
ewWe are seeking a highly strategic and results-drive n Customer Experience Strategy Le ad to drive customer experience initiatives across digital channels, marketing technology platforms, and enterprise customer engagement program

s.
This role will serve as a critical bridge between business stakeholders, marketing teams, product organizations, technology partners, and data teams to deliver innovative customer experience solutions that improve engagement, personalization, and business outcom

es.
The ideal candidate combines expertise in customer experience strategy, digital optimization, roadmap execution, analytics, and stakeholder management. This individual must be comfortable leading cross-functional initiatives, influencing senior leadership, and translating business objectives into actionable customer experience strateg

ies.
Key Responsibil
itiesCustomer Experience Strategy & Exec
utionDevelop and execute customer experience solutions for online applications, websites, and digital platf
orms.Lead the design, development, and delivery of customer experience initiatives from concept through implementation and ongoing optimiza
tion.Partner with business leaders to identify opportunities to enhance customer journeys, engagement, and personalization capabili
ties.Define and maintain customer experience roadmaps aligned with business goals and organizational priori
ties.Champion customer-centric design principles and ensure solutions meet both customer and business n

eeds.
User Experience & Design Lead
ershipDevelop customer experience deliverables incl
uding:Customer experience
briefsSite stra
tegiesWireframes and visual m
ockupsSite maps and navigation stru
cturesUser flows and task
flowsDesign briefs and prot
otypesReview and evaluate complex customer experience initiatives and provide strategic recommenda
tions.Conduct research and testing to identify innovative and leading-edge customer experience solu
tions.Analyze internal and external digital experiences to identify best practices and improvement opportun
ities.Design, develop, test, and refine prototypes to improve customer interactions and out

comes.
Personalization, Optimization & Adobe
TargetServe as a subject matter expert for Adobe Target capabilities, strategy, and optimi
zation.Drive personalization, testing, experimentation, and optimization initiatives across digital ch
annels.Partner with marketing, analytics, and product teams to maximize value from Adobe Target inves
tments.Develop testing strategies and measurement frameworks to evaluate customer experience effecti
veness.Translate customer insights and behavioral data into actionable optimization opportu

nities.
Project & Program Le
adershipLead roadmap execution and oversee strategic customer experience init
iatives.Manage project timelines, dependencies, deliverables, and stakeholder expec
tations.Coordinate cross-functional teams to ensure successful program ex
ecution.Monitor project progress and proactively identify and resolve risks and roa
dblocks.Create and maintain project plans, schedules, governance processes, and status re

porting.
Stakeholder & Vendor M
anagementAct as the centralized point of contact for project timelines, dependencies, and delivery coor
dination.Collaborate with business leaders to understand strategic objectives and customer experience requ
irements.Facilitate requirements gathering sessions and translate business needs into actionable s
olutions.Build consensus among diverse stakeholder groups and influence decision-making without direct a
uthority.Manage relationships with third-party vendors and service p
roviders.Support vendor evaluations, contractual requirements, and ongoing performance ma

nagement.
Analytics, Data Strategy & Business
AlignmentPartner with business leaders to define success metrics, KPIs, and measurement s
trategies.Leverage customer, marketing, and financial data to support strategic decisi
on-making.Identify gaps in reporting, analytics, and customer
insights.Develop compelling narratives around customer behavior, business performance, and data ut
ilization.Support prioritization efforts by evaluating business impact, customer value, and strategic

alignment.
Required Qua
lifications7+ years of experience in Customer Experience, Digital Strategy, Product Management, Marketing Technology, Analytics, or related d
isciplines.Expert knowledge of Adobe Target capabilities and demonstrated success driving business value through personalization and optimization i
nitiatives.Experience leading customer experience, digital transformation, or strategic marketing i
nitiatives.Strong background in roadmap execution, project management, and cross-functiona
l delivery.Experience gathering and documenting business, functional, and data re
quirements.Strong understanding of customer experience design, user journeys, and digital engagement
strategies.Experience working with analytics, reporting, and customer data
platforms.Proven ability to influence stakeholders and drive alignment across multiple busi
ness units.Exceptional verbal, written, presentation, and facilitat

ion skills.
Preferred Qu
alificationsExperience within financial services, banking, or fintech or
ganizations.Experience supporting CMS and digital business leaders in defining and delivering customer experience c
apabilities.Background in digital marketing, customer analytics, personalization, or optimizati
on programs.Experience working with application development teams and digital product or
ganizations.Experience with change management and organizational transformation
initiatives.Familiarity with Agile delivery methodologies and digital product developmen
t practices. xsgimln Experience managing third-party vendors and strategic p

artnership
s.
Key SkillsCustomer Experi
ence Strateg
yAdobe TargetPersonalization &
OptimizationDigital Expe
rience DesignPro
duct StrategyRoad
map ExecutionProject & Progr
am ManagementStakehold
er ManagementVend
or ManagementBusi
ness AnalysisRequireme
nts GatheringAnalytics &a
mp; Reporting
Data StrategyChan
ge ManagementTesting & Ex
perimentationFinancial Services Dom

ain Knowledge