Director of Digital Experience (Hybrid)

About the role

The Director of Digital Experience serves as the single-threaded owner of our website ecosystem, encompassing our marketing presence, B2B e-commerce platform, recruiting experience, and customer portal. This role is not about maintaining a website. It is about building a best-in-class digital platform that becomes a competitive advantage.

Responsibilities

• Own the vision, roadmap, and long-term strategy for Keystone Technologies' website, app, e-commerce experience, and customer portal
• Serve as the product owner of the platform, managing a prioritized backlog of initiatives based on business impact and customer needs
• Translate business goals, customer insights, and market trends into clear execution plans
• Benchmark industry leaders and continuously evolve the platform to keep Keystone ahead of the market
• Balance short-term improvements with longer-term platform innovation
• Deliver an exceptional, easy, and intuitive user experience across all digital touchpoints
• Lead UX/UI strategy, including navigation, site architecture, mobile optimization, and overall usability
• Build formal and informal customer feedback loops through surveys, interviews, customer interactions, sales team input, support data, and analytics
• Identify friction points in the customer journey and turn those insights into prioritized improvements
• Drive conversion rate optimization (CRO) through testing, analytics, and experimentation
• Own the effectiveness of search, product discovery, and content findability
• Lead development and optimization of core digital capabilities, including:
• Online ordering and customer-specific pricing
• Quoting, approvals, and order management
• Inventory visibility and tracking
• Returns and post-sale support workflows
• Secure payments and account management
• Upsell, cross-sell, and promotional experiences
• Other pre-sale and post-sale value-added activities
• Expand self-service capabilities that reduce friction and increase customer adoption
• Ensure the portal becomes a preferred engagement channel for customers and a meaningful extension of the Keystone customer experience
• Identify and prioritize opportunities to integrate AI into the website and portal experience
• Explore and implement AI-driven capabilities such as:
• Smarter site search, guided product discovery, personalized recommendations, self-service support and chat experiences, automated content assistance, customer-specific insights or predictive tools
• Partner with internal teams and external vendors to evaluate, test, and scale AI solutions
• Stay current on emerging AI and digital experience trends, bringing forward practical use cases that improve customer outcomes and business performance
• Partner closely with IT to deliver and maintain seamless integration with ERP, CRM, marketing automation, and other internal systems
• Ensure data accuracy, consistency, and governance across all connected platforms
• Drive platform performance, including speed, uptime, security, and scalability
• Support platform architecture decisions and future technology evolution
• Help bridge business needs and technical execution to ensure solutions are both effective and practical
• Establish and enforce a clear governance model including roles, responsibilities, and decision rights
• Define and manage development lifecycle, release cadence, prioritization processes, and quality standards
• Own site performance, uptime, and reliability, including incident response and continuous improvement
• Create clear operating rhythms that keep stakeholders informed and aligned
• Define and monitor a clear set of KPIs and dashboards tied to customer behavior and business outcomes
• Analyze performance across traffic, engagement, search behavior, conversion, portal adoption, self-service usage, and customer satisfaction
• Use data, customer feedback, and business input to identify opportunities and prioritize enhancements
• Regularly present performance, insights, and recommendations to leadership
• Build a culture of test-and-learn, where improvements are continuously measured and refined
• Lead and manage external agency, development, and technology partners
• Drive alignment across Marketing, IT, Sales, Customer Service, Product, and Leadership
• Ensure strong collaboration with internal stakeholders to deliver integrated outcomes
• Influence teams across the organization without always owning direct resources
• Build and develop a high-performing digital capability over time
• Provide leadership, direction, and development support to the Digital Marketing Strategist, ensuring alignment between day-to-day digital marketing execution and the broader digital experience strategy

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred
• 8-12+ years of experience leading digital experience, web platforms, e-commerce, customer portal, or product management initiatives
• Proven track record of improving user experience, digital adoption, and business performance
• Experience operating in cross-functional environments involving Marketing, IT, customer-facing teams, and commercial leaders
• Experience gathering and translating customer feedback into meaningful digital improvements
• Experience managing platform integrations with ERP, CRM, marketing automation, and related systems
• Experience managing external partners and complex projects
• Strong understanding of UX principles, customer journey mapping, and digital optimization
• Strong understanding of CMS platforms, e-commerce systems, customer portals, and web analytics tools
• Familiarity with AI-enabled digital tools and a strong interest in applying AI to improve customer experience
• Data-driven mindset with strong analytical, prioritization, and problem-solving skills
• Uphold and implement Keystone Technologies' Core Values, consistently aligning actions and decisions that reflect the core principles