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

SGS Consulting; Clayton (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

SGS Consulting is seeking a Senior CX professional to partner with the NAM DCX Director in Clayton, NC, driving regional digital customer experiences.

You will translate strategic priorities into actionable CX initiatives, connect user needs with intuitive UX and compelling content, and lead multi-channel CX programs across B2B and eCommerce. Strong PM, analytics, and stakeholder management are essential.

Qualifications

• 5-7 years in customer experience, UX, digital marketing, or related roles.
• Proven success leading CX or digital initiatives end-to-end.
• Experience using research, journey mapping, and analytics to improve satisfaction.
• Strong PM skills in a matrix environment.
• Knowledge of digital platforms and analytics tools.

Responsibilities

• Execute regional digital customer experience strategy and roadmap.
• Translate priorities into actionable CX initiatives linking user needs to outcomes.
• Support rollout of global capabilities with NAM-specific adjustments.
• Define success metrics and KPIs for experience quality and engagement.
• Lead CX initiatives across B2B and eCommerce channels.
• Collaborate with UX designers, writers, and analytics teams on journeys.
• Use insights to identify friction points and improve flow and engagement.
• Contribute to CRO by aligning design and content to guide actions.
• Develop personalization strategies aligned to customer intent.
• Assist in development of digital tools like product selectors and enablers.
• Plan, coordinate, and deliver CX projects with timelines and scope.
• Manage day-to-day execution across multiple workstreams.
• Maintain project plans, workflows, and calendars for scalable delivery.
• Identify risks early and propose solutions.
• Collaborate to reflect brand and customer promise across touchpoints.
• Act as steward of the customer journey and usability standards.
• Bridge strategy, execution, and stakeholders to remove barriers.
• Partner with global teams to incorporate regional feedback into roadmaps.
• Track initiative performance and provide updates to leadership.
• Develop playbooks and rollout communications to enable adoption.
• Support change management and new tools adoption.

Skills

CX strategy

UX principles

Content storytelling

Project management

MarTech tools

Analytics

Communication

Education

Bachelor's degree in marketing or related field

Tools

CMS

CRM

A/B Testing

Campaign management platforms

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.