Director, Digital Design & Experience

About the role

The Director, Digital Design & Experience is a senior enterprise leader responsible for defining and advancing MillerKnoll’s end-to-end digital customer experience across Retail, Contract, and omnichannel environments. Reporting to the Chief Marketing Officer, this role sets the experience vision for how people discover, evaluate, purchase, and engage with MillerKnoll brands regardless of channel, customer type, or point of entry.

Responsibilities

• Own the enterprise digital customer experience vision across contract, retail, and omnichannel touchpoints.
• Establish clear experience principles and priorities that guide decision-making across brands and channels.
• Ensure experience strategy supports growth, conversion, loyalty, and long-term brand equity.
• Lead cross-channel journey design across discovery, specification, purchase, fulfillment, and service.
• Balance retail and contract needs, accounting for different buying cycles and complexity.
• Partner with Retail, Contract, eCommerce, Marketing, and Brand teams to ensure solutions are brand-right and performance-driven.
• Synthesize customer insight and business objectives into scalable experience roadmaps.
• Champion experimentation and continuous optimization across end-to-end journeys.
• Ensure experience intent is expressed consistently through messaging, content, and design systems.
• Define and govern experience frameworks and design systems at enterprise scale.
• Balance shared foundations with intentional brand differentiation.
• Ensure accessibility and ADA standards are consistently met.
• Provide strategic direction to Product Design and UX teams.
• Foster strong cross-functional collaboration across the enterprise.

Qualifications

• Bachelor’s degree in a related field required; advanced degree preferred.
• 10+ years of experience leading enterprise digital or customer experience functions.
• Specific experience in Product Design and UX.
• Proven ability to define and lead end-to-end experience strategies across complex ecosystems.
• Exceptional systems level thinking.
• Experience establishing enterprise experience standards that support brand differentiation.