CX Lead, Digital Customer Experience (UI Designer/Developer)

SGS Consulting; Charlotte (NC); On-site; USD 90,000 - 140,000; Full time

Job summary

SGS Consulting in Charlotte seeks a senior Customer Experience Lead to drive regional digital CX initiatives. You will partner with leadership to translate strategy into actionable UX and content-driven experiences across B2B and eCommerce channels, guiding multi-team delivery and keeping brand promises.

You’ll leverage VOC insights, journey mapping, and analytics to optimize experience flow, personalize experiences, and improve engagement and conversions while coordinating across UX, content,

Qualifications

• Experience leading CX or digital initiatives from concept through execution.
• Experience using research, journey mapping, and analytics to improve satisfaction.
• Strong project management skills in a matrix environment.
• Knowledge of digital platforms, MarTech, and analytics solutions.
• Data-informed mindset translating trends into action.
• Excellent written, verbal, and interpersonal communication.

Responsibilities

• Partner with leadership to execute the regional digital customer experience strategy and roadmap.
• Translate priorities into CX initiatives connecting user needs, UX, and content to outcomes.
• Support global digital capabilities while addressing NAM-specific needs.
• Define success metrics and KPIs tied to experience quality, engagement, and conversion.
• Lead CX initiatives across B2B and eCommerce channels with journey thinking and storytelling.
• Collaborate with UX designers, writers, and analytics to shape end-to-end journeys.
• Use VOC insights, journey mapping, and analytics to identify friction points and improvements.
• Support CRO by aligning experience design, UX patterns, and content.
• Contribute to personalization strategies aligned to intent and journey stage.
• Assist in development and optimization of digital tools like product selectors and enablers.
• Plan, coordinate, and deliver CX projects with timelines and outcomes.
• Manage day-to-day execution across multiple workstreams and partners.
• Maintain project plans, workflows, and documentation for scalable delivery.
• Identify risks early and propose solutions.
• Collaborate with teams to reflect brand and customer promise across touchpoints.
• Act as steward of the customer journey and align messaging hierarchy and usability.
• Connect strategy, execution, and stakeholders to remove barriers.
• Work with global Digital teams to incorporate regional feedback into roadmaps.
• Track initiative performance and provide updates to leadership.
• Develop playbooks and rollout communications to ensure adoption.
• Support change management by teaching teams new experiences and tools.

Skills

CX strategy

Stakeholder leadership

User journey mapping

UX principles

Content storytelling

Analytics & metrics

Cross-functional collaboration

Education

Bachelor's degree in Marketing/Business

Job description

Job Responsibilities:

• Partner closely with the Director of NAM DCX to execute the regional digital customer experience strategy and roadmap, bringing deep knowledge of customer journeys, UX principles, and content storytelling into the design of new digital experiences.
• Translate strategic priorities into actionable CX initiatives that connect user needs, intuitive UX, and compelling content to business outcomes.
• Support the rollout of global digital capabilities while ensuring NAM-specific customer and market needs are addressed.
• Contribute to defining success metrics and KPIs tied to experience quality, engagement, and conversion.
• Lead the design and execution of customer experience initiatives across B2B and eCommerce digital channels, applying customer journey thinking, UX best practices, and content storytelling to create seamless, intuitive, and engaging experiences.
• Partner with UX designers, UX writer, and analytics teams to shape end-to-end customer journeys that balance usability, clarity, and narrative-driven messaging.
• Use voice-of-customer insights, journey mapping, and behavioral analytics to identify friction points and opportunities to improve experience flow, comprehension, and engagement.
• Support conversion rate optimization (CRO) initiatives by ensuring experience design, UX patterns, and content work together to guide customers toward meaningful actions.
• Contribute to personalization strategies that deliver contextually relevant experiences aligned to customer intent and journey stage.
• Assist in the development and optimization of key digital tools such as product selectors and eCommerce enablers.
• Own the planning, coordination, and delivery of CX projects, ensuring timelines, scope, and outcomes are met.
• Manage day-to-day execution across multiple workstreams, coordinating internal teams and external partners as needed.
• Maintain project plans, workflows, documentation, and calendars to support efficient and scalable delivery.
• Identify risks and dependencies early, escalating appropriately and proposing solutions.
• Collaborate closely with UX designers, content strategists, marketers, and product teams to ensure experience design and content storytelling are aligned across touchpoints and consistently reflect Client’s brand and customer promise.
• Act as a steward of the customer journey, helping teams align on experience intent, messaging hierarchy, and usability standards throughout execution.
• Act as a connector between strategy, execution, and stakeholders, helping align teams and remove barriers.
• Support partnership with global Digital teams to ensure regional feedback and requirements are incorporated into platform enhancements and roadmaps.
• Track initiative performance and synthesize insights into clear, actionable updates for the Director and leadership.
• Develop process documentation, playbooks, and rollout communications to enable adoption and consistency across teams.
• Support change management efforts by ensuring teams understand new experiences, tools, and ways of working.

Skills:

• 5–7 years of experience in customer experience, UX, digital marketing, digital operations, CRM, or related roles.
• Demonstrated success leading CX or digital initiatives from concept through execution.
• Experience using customer research, journey mapping, and analytics to improve customer satisfaction and reduce friction.
• Strong project management skills with the ability to manage multiple priorities in a matrixed environment.
• Working knowledge of digital platforms, MarTech tools, and analytics solutions (e.g., CMS, CRM, testing tools, campaign or project management platforms).
• Data-informed mindset with the ability to interpret trends and translate insights into action.
• Excellent written, verbal, and interpersonal communication skills.

Education/Experience:

• Bachelor’s degree in marketing, Business, or a related field, or equivalent practical experience.