Associate Manager, Digital Customer Experience and Innovation

About the role

As Associate Manager, Digital Customer Experience and Innovation, you will drive the execution of next-generation digital customer experience initiatives that enhance how customers discover, engage, and shop across Kohl’s digital ecosystem. You will bring the customer experience strategy to life through personalization, experimentation, targeted engagement, and emerging capabilities such as guided selling and AI-powered interactions. This role blends strategic thinking and hands-on execution, requiring you to translate vision into scalable programs that improve relevance, increase conversion, and drive revenue growth. You will partner closely with cross-functional teams to operationalize data-driven experiences and continuously optimize performance across digital touchpoints.

Responsibilities

• Execute against the digital customer experience and personalization roadmap, translating strategy into scalable programs
• Lead development, execution, and optimization of digital customer experience advancements and personalization initiatives across digital channels
• Design and implement A/B and multivariate tests to validate hypotheses and improve performance
• Support evolution of 1:1 engagement strategies leveraging behavioral, transactional, and contextual data
• Partner with Product, Technology, Analytics, and Marketing to deliver personalization, recommendations, and targeted offers
• Contribute to conversational commerce and guided selling pilots and test programs
• Leverage customer insights and performance data to identify opportunities and inform prioritization
• Monitor performance against KPIs (key performance indicators) including engagement, conversion, and revenue and translating insights into action
• Drive continuous improvement through a structured test-and-learn approach
• Build strong cross-functional partnerships to ensure alignment and execution

Requirements

• Bachelor’s Degree in Business, Marketing, Engineering, Computer Science, or related field
• 4+ years of experience in Digital Experience, Personalization, Marketing, E-commerce, Product, or related field
• Experience with A/B testing, experimentation frameworks, and optimization strategies

Preferred Qualifications

• Experience with personalization engines, recommendation systems, or AI-driven experiences
• Experience with digital marketing or e-commerce platforms
• Exposure to conversational commerce, guided selling, or digital innovation
• Experience in retail or e-commerce environments