UX & Digital Experience Lead - Main Library

About the role

The UX & Digital Experience Lead is responsible for the customer experience across Columbus Metropolitan Library's digital channels, including the public website, employee intranet, and mobile app. This new role ensures CML's digital experiences are intuitive, accessible, customer-centered, and aligned with organizational goals. The UX & Digital Experience Lead measures the effectiveness of digital channels, interprets customer behavior, and uses analytics, user research, and customer feedback to make data-informed recommendations that improve customer outcomes. Working closely with IT, Insights, and departments across the organization, the UX & Digital Experience Lead helps to shape digital strategy, prioritize enhancements, and ensure a consistent, high-quality experience for customers and staff.

Responsibilities

• Serves as CML’s subject matter expert on digital experience, using analytics, customer feedback, usability research, and industry best practices to identify opportunities, prioritize enhancements, and guide decision-making.
• Serves as the day-to-day business lead for CML's public website, employee intranet, and mobile app, ensuring digital experiences are effectively managed, maintained, and continuously improved.
• Accountable for the performance of CML's digital channels through establishing key performance indicators (KPIs), monitoring trends, tracking and reporting metrics, and using analytics to make recommendations that improve the customer experience.
• Partners closely with IT and website vendor on website governance, platform enhancements, AI initiatives, accessibility standards, content governance, and long-term digital strategy.
• Partners with the Insights team to analyze customer research, website analytics, search behavior, and voice-of-customer data, translating findings into actionable improvements.
• Works collaboratively with fellow Marketing team members, Public Services, Circulation, HR, Development and the Columbus Metropolitan Library Foundation, Government Relations & Advocacy and Friends of the Library, and other stakeholders to gather requirements, ensure content consistency, and align digital experiences with organizational priorities.
• Develops and maintains processes for collecting customer and employee feedback and incorporates those insights into ongoing improvements to the website, intranet, and mobile app.
• Champions user-centered design principles and digital best practices while educating CML team members and stakeholders on digital experience trends, performance, and opportunities for improvement.
• Performs additional duties as assigned.

Qualifications

• Bachelor's degree in Marketing, Digital Media, Information Systems, Communications, User Experience, Computer Science, or a related field.
• 5 years of professional experience in website management, digital experience, UX, digital marketing and analytics.
• Experience managing and optimizing websites or digital channels using analytics and customer insights.
• Google Analytics experience required.
• Experience developing reports, performance dashboards, and actionable recommendations based on digital metrics.
• Experience collaborating with technical teams and cross-functional stakeholders to deliver digital experiences.
• Experience with website analytics platforms, accessibility standards (WCAG), SEO best practices, UX principles, and content management systems (CMS).
• Strong analytical, communication, project management, and stakeholder management skills.
• Experience leading or supervising a team preferred.
• Experience supporting enterprise websites or multi-site digital ecosystems