Digital Customer Experience Adoption Leader

Role Mission

The Digital Customer Experience Adoption Leader serves as the primary link between associated domains in global CXCT organization and NAM Zone/Country operations teams, ensuring the successful deployment, adoption, and scaling of Digital Customer Experience and Journey initiatives.

Main Responsibilities

• Act as the primary interface between multiple domains of CXCT & NAM Zone/Country organizations to align on priorities, roadmaps, and KPIs
• Lead the deployment and adoption of Digital Customer Experience and Journey initiatives across NAM markets, including virtual agents, digital engagement solutions and their downstream processes such as ensuring the right leads reach their appropriate destination for action, e.g. sales queries, customer support queries
• Define and execute adoption strategies and activation plans to ensure successful implementation of tools, platforms, and digital customer journeys
• Absess local operational capabilities, digital maturity, and customer experience gaps based on market-specific insights
• Identify opportunities to enhance customer experience through digital solutions and drive continuous improvement using performance data and insights
• Establish and track adoption KPIs, ensuring clear governance, reporting, and visibility on performance and impact
• Cordinate with global domain experts to validate business cases, success criteria, and deployment strategies
• Ensure alignment (“handshake”) between NAM Operations and global teams on progress, adoption performance, and continuous improvement initiatives
• Develop appropriate cadences to drive progress and action at various levels including local, global and both

Skills, Experience & Competencies

• Minimum 6+ years of experience in digital transformation, customer experience, digital tools, commercial operations, or related roles, with a strong track record of driving adoption and business impact
• Project management and Program Management skills are an essential part of being successful in this role
• Strong understanding of digital customer journeys, customer experience frameworks, and digital go-to-market models
• Demonstrated ability to lead change management and influence stakeholders in a matrix organization
• Strong communication, stakeholder management, and cross-functional collaboration skills
• Ability to translate global strategies into local execution plans based on market realities

Currently local to one of our US Hubs (Boston, Andover, Foxboro MA; Raleigh, NC; Nashville, TN; Dallas, TX. Chicago, IL)

Pay

The expected pay range is USD 117,600 - USD 176,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States.