Director, Marketing – Digital Customer Experience

Responsibilities

• Define and lead the global Digital Customer Experience strategy, roadmap, and priorities with AI, automation, data, and intelligent experiences embedded as foundational design principles.
• Continuously reimagine customer journeys, digital experiences, marketing operations, content workflows, search, personalization, analytics, and employee workflows through an AI-first lens.
• Identify, assess, and prioritize AI and automation opportunities across Digital Customer Experience based on customer and business value, feasibility, data readiness, risk, effort, adoption readiness, and alignment with enterprise strategy.
• Lead AI-enabled Digital Customer Experience capabilities from discovery and experimentation through production, adoption, measurement, and continuous improvement.
• Drive adoption of generative AI, conversational AI, intelligent search, personalization, automation, analytics, copilots, and agentic workflows where they create measurable customer or business value.
• Identify opportunities for AI agents and copilots within Digital Customer Experience and marketing workflows, define the product experience and business requirements, and partner with Enterprise AI and engineering teams on orchestration, tool access, guardrails, monitoring, and deployment.
• Manage digital platforms as products, with clear ownership, measurable outcomes, product roadmaps, continuous improvement, and strong customer and stakeholder feedback loops.
• Lead modernization of the global web and digital experience ecosystem, improving customer experience, marketer autonomy, content reuse, localization, accessibility, performance, scalability, and intelligent automation.
• Oversee the digital marketing technology portfolio, including CMS/DXP, property search, DAM, marketing automation, analytics, consent/tagging, search, personalization, and customer-facing integrations.
• Use data, experimentation, customer insights, and AI-driven analytics to improve digital journeys, engagement, conversion, operational efficiency, and decision-making.

Requirements

• 10+ years of experience in digital customer experience, digital product management, digital marketing, marketing technology, AI-enabled products, or a related field.
• Proven leadership of enterprise digital platforms or customer-facing digital products, including ownership of strategy, roadmaps, business outcomes, and organizational change.
• Demonstrated experience using AI to transform digital products, customer experiences, marketing operations, or business workflows, including moving AI-enabled capabilities from experimentation into production and measurable adoption.
• Strong working knowledge of generative AI, LLMs, RAG, conversational AI, intelligent search, personalization, AI agents, copilots, workflow automation, evaluation approaches, human-in-the-loop patterns, and responsible AI practices.
• Demonstrated ability to identify and prioritize AI opportunities based on customer value, business value, feasibility, data readiness, risk, effort, and adoption readiness.
• Experience translating business and customer problems into AI-enabled product opportunities, requirements, experiments, and measurable outcomes.
• Strong experience working across Marketing, Product, Technology, Data, and AI organizations.
• Experience with CMS/DXP platforms, marketing automation, digital asset management, analytics, personalization, search, and customer journey design.
• Strong understanding of enterprise architecture, integrations, APIs, data, security, privacy, technology governance, and how these considerations affect AI-enabled products.
• Experience partnering with AI, engineering, architecture, data, security, privacy, and governance teams to move AI-enabled capabilities into enterprise production.

Preferred

• Experience deploying generative AI, conversational AI, intelligent search, personalization, copilots, or AI agents in customer-facing or employee-facing environments.
• Experience designing or managing AI-enabled products that use enterprise knowledge, RAG, tool integration, workflow automation, agentic patterns, or human-in-the-loop processes.
• Familiarity with AI evaluation, observability, guardrails, prompt and context management, and measurement of AI product quality.
• Experience with enterprise platforms such as Drupal, Adobe Experience Manager, Contentful, Sitecore, Marketo, Bynder, or comparable technologies.
• Experience leading large-scale digital modernization or AI-enabled transformation initiatives.
• Experience identifying where traditional digital experiences or workflows should be redesigned rather than simply enhanced with AI.
• Experience working within an enterprise AI operating model in which AI platforms, governance, and standards are centrally established while business and product teams own use-case discovery, product experience, adoption, and outcomes.
• Experience in a global B2B organization.