Customer Experience Strategy Lead

Customer Experience Strategy Lead

Location: Charlotte, NC (Hybrid

)Duration: 6-Month Contrac

tSchedule: Hybri

d
Overvi

ewWe are seeking a highly strategic and results-driven Customer Experience Strategy Lead to drive customer experience initiatives across digital channels, marketing technology platforms, and enterprise customer engagement program

s.
This role will serve as a critical bridge between business stakeholders, marketing teams, product organizations, technology partners, and data teams to deliver innovative customer experience solutions that improve engagement, personalization, and business outcom

es.
The ideal candidate combines expertise in customer experience strategy, digital optimization, roadmap execution, analytics, and stakeholder management. This individual must be comfortable leading cross-functional initiatives, influencing senior leadership, and translating business objectives into actionable customer experience strateg

ies.
Key Responsibil

itiesCustomer Experience Strategy & Exec

• utionDevelop and execute customer experience solutions for online applications, websites, and digital platf
• orms.Lead the design, development, and delivery of customer experience initiatives from concept through implementation and ongoing optimiza
• tion.Partner with business leaders to identify opportunities to enhance customer journeys, engagement, and personalization capabili
• ties.Define and maintain customer experience roadmaps aligned with business goals and organizational priori
• ties.Champion customer-centric design principles and ensure solutions meet both customer and business n

eeds.
User Experience & Design Lead

• ershipDevelop customer experience deliverables incl
• uding:Customer experience
• briefsSite stra
• tegiesWireframes and visual m
• ockupsSite maps and navigation stru
• cturesUser flows and task
• flowsDesign briefs and prot
• otypesReview and evaluate complex customer experience initiatives and provide strategic recommenda
• tions.Conduct research and testing to identify innovative and leading-edge customer experience solu
• tions.Analyze internal and external digital experiences to identify best practices and improvement opportun
• ities.Design, develop, test, and refine prototypes to improve customer interactions and out

comes.
Personalization, Optimization & Adobe

• TargetServe as a subject matter expert for Adobe Target capabilities, strategy, and optimi
• zation.Drive personalization, testing, experimentation, and optimization initiatives across digital ch
• annels.Partner with marketing, analytics, and product teams to maximize value from Adobe Target inves
• tments.Develop testing strategies and measurement frameworks to evaluate customer experience effecti
• veness.Translate customer insights and behavioral data into actionable optimization opportu

nities.
Project & Program Le

• adershipLead roadmap execution and oversee strategic customer experience init
• iatives.Manage project timelines, dependencies, deliverables, and stakeholder expec
• tations.Coordinate cross-functional teams to ensure successful program ex
• ecution.Monitor project progress and proactively identify and resolve risks and roa
• dblocks.Create and maintain project plans, schedules, governance processes, and status re

porting.
Stakeholder & Vendor M

• anagementAct as the centralized point of contact for project timelines, dependencies, and delivery coor
• dination.Collaborate with business leaders to understand strategic objectives and customer experience requ
• irements.Facilitate requirements gathering sessions and translate business needs into actionable s
• olutions.Build consensus among diverse stakeholder groups and influence decision-making without direct a
• uthority.Manage relationships with third-party vendors and service p
• roviders.Support vendor evaluations, contractual requirements, and ongoing performance ma

nagement.
Analytics, Data Strategy & Business

• AlignmentPartner with business leaders to define success metrics, KPIs, and measurement s
• trategies.Leverage customer, marketing, and financial data to support strategic decisi
• on-making.Identify gaps in reporting, analytics, and customer
• insights.Develop compelling narratives around customer behavior, business performance, and data ut
• ilization.Support prioritization efforts by evaluating business impact, customer value, and strategic

alignment.
Required Qua

• lifications7+ years of experience in Customer Experience, Digital Strategy, Product Management, Marketing Technology, Analytics, or related d
• isciplines.Expert knowledge of Adobe Target capabilities and demonstrated success driving business value through personalization and optimization i
• nitiatives.Experience leading customer experience, digital transformation, or strategic marketing i
• nitiatives.Strong background in roadmap execution, project management, and cross-functiona
• l delivery.Experience gathering and documenting business, functional, and data re
• quirements.Strong understanding of customer experience design, user journeys, and digital engagement
• strategies.Experience working with analytics, reporting, and customer data
• platforms.Proven ability to influence stakeholders and drive alignment across multiple busi
• ness units.Exceptional verbal, written, presentation, and facilitat

ion skills.
Preferred Qu

• alificationsExperience within financial services, banking, or fintech or
• ganizations.Experience supporting CMS and digital business leaders in defining and delivering customer experience c
• apabilities.Background in digital marketing, customer analytics, personalization, or optimizati
• on programs.Experience working with application development teams and digital product or
• ganizations.Experience with change management and organizational transformation
• initiatives.Familiarity with Agile delivery methodologies and digital product developmen
• t practices.Experience managing third-party vendors and strategic p

artnership

• s.
  Key SkillsCustomer Experi
• ence Strateg
• yAdobe TargetPersonalization &
• OptimizationDigital Expe
• rience DesignPro
• duct StrategyRoad
• map ExecutionProject & Progr
• am ManagementStakehold
• er ManagementVend
• or ManagementBusi
• ness AnalysisRequireme
• nts GatheringAnalytics &a
• mp; Reporting
• Data StrategyChan
• ge ManagementTesting & Ex
• perimentationFinancial Services Dom