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Director of Digital Customer Experience Strategy
ASSA ABLOY Opening Solutions. Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in defining and executing digital customer experience strategies, leveraging customer insights and data analytics to drive improvements across digital channels. Proven ability to lead cross-functional teams and influence executive stakeholders to achieve business outcomes.
Highest-signal resume keywords
Digital Customer Experience StrategyCustomer Journey DesignDigital Transformation LeadershipData Analytics and InsightsUser-Centered Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital StrategyCustomer ExperienceHuman-Computer InteractionInteraction DesignInformation ArchitectureDigital MediaPlatform StrategyBusiness TransformationCustomer Engagement ImprovementDigital Adoption
Soft Skills
Influencing Executive StakeholdersCross-Functional CollaborationCommunication Skills
Certifications & Qualifications
Bachelor’s Degree in Related FieldMaster’s Degree Preferred
Industry Keywords
Digital ExperienceCustomer WorkflowsEnterprise-Scale TransformationDigital Product EcosystemsFriction Point IdentificationGovernance and StandardsWorkflow OptimizationAI and Automation OpportunitiesCompetitive DifferentiationContinuous Improvement
About the role
Key responsibilities & impact- Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience
- Develop understanding of customer workflows, needs, and challenges across the specification, purchase, deployment, and management lifecycle
- Establish a holistic view of customer journeys across websites, software platforms, customer portals, integrations, mobile applications, and digital services
- Identify friction points and opportunities to simplify and improve customer interactions across digital channels
- Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to align investments around customer and business outcomes
- Serve as executive advocate for customer-centric decision-making
- Drive a unified experience strategy across products, platforms, brands, and business units
- Translate customer insights, market trends, and competitive intelligence into strategic recommendations and investment priorities
- Establish governance, standards, and best practices for digital experiences
- Champion user-centered design, usability, accessibility, and workflow optimization
- Leverage data, analytics, and customer research for prioritization and continuous improvement
- Identify opportunities through AI, automation, integrations, data services, and emerging digital technologies
- Influence product, platform, and acquisition strategies through customer insight
- Ensure digital initiatives support growth, adoption, operational efficiency, and competitive differentiation
- Communicate digital experience priorities, opportunities, and outcomes to executive leadership and stakeholders
Requirements
What you’ll need- Bachelor’s degree in digital strategy, customer experience, human-computer interaction, interaction design, information architecture, digital media or related field
- 15+ years of progressive leadership experience in digital experience, digital transformation, customer experience, product management, or related fields
- Experience leading enterprise-scale transformation across multiple business units
- Demonstrated success improving customer engagement, digital adoption, and business outcomes
- Proven ability to influence executive stakeholders and drive changes in complex organizations
- Deep understanding of customer workflows, digital product ecosystems, platform strategy, and business transformation
- Experience in digital transformation, platform strategies, product ecosystems, and customer journey design
- Familiarity with front-end design and development processes
- Ability to connect human behavior, business strategy, and technology
- Master’s degree or equivalent leadership experience preferred
Benefits
Comp & perks- Bonus eligible
- Medical, Dental, Vision along with various plan options to choose from
- Continuous professional development opportunities
- Environment that fosters internal growth and mobility
- Competitive compensation and benefits package
- Multiple healthcare options
- Tuition reimbursement
- Matching 401k
- Generous holiday schedule
- Paid time off
- Employee pricing on products
- Discount programs for travel, entertainment, and more
- Regular feedback, training, and development opportunities
- Diverse, inclusive teams