CX Platform Strategy & Transformation Lead

Reynolds American Inc.; Winston-Salem (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Comprehensive health benefits

Tuition reimbursement

Job summary

Reynolds American seeks a Senior Manager CX Platform Strategy & Transformation in Winston-Salem to lead platform strategy, translate CX needs into platform requirements, and govern automation and AI initiatives. You will own cross-functional collaboration with IDT, Compliance, and CX teams to ensure scalable platform evolution and governance across channels.

The role emphasizes strategic thinking, business translation, and delivering measurable business impact through platform changes and

Qualifications

• Bachelor’s degree required, with a degree in Marketing, Business, Information Systems, Technology Management, or a related field preferred; 5+ years of experience in marketing operations, marketing technology, digital transformation, platform strategy, product ownership, or related business functions.
• Strong business translator who can connect platform decisions to marketing strategy, CX workflows, consumer engagement, and operational outcomes; ability to simplify technical complexity into clear business implications, decision points, recommended actions, and leadership-ready narratives; strong communication and business translation skills.
• Strong understanding of marketing technology, workflow platforms, consumer data platforms, campaign orchestration, and activation ecosystems, with familiarity with marketing technology platforms, campaign orchestration, consumer data platforms, workflow management tools, or digital activation ecosystems.
• Demonstrated ability to assess platform changes across multiple workstreams, channels, teams, and business processes; demonstrated ability to evaluate business impacts across workflows, channels, data dependencies, and operational teams.
• Portfolio management mindset with the ability to identify dependencies, sequencing considerations, risk areas, and cross-platform impacts; strong project management, prioritization, decision-framing, and follow-through skills.

Responsibilities

• Platform strategy and business ownership Serve as the business-side single point of contact for platform strategy, platform change requests, and technology decisioning across CX.
• CX requirements translation Represent CX business needs, priorities, and operating requirements in platform discussions with IDT and technology partners.
• Portfolio-level impact assessment Develop cascade analysis for major platform changes, identifying impacts across segmentation, journey orchestration, briefing, activation, measurement, and downstream workflows.
• Cross-platform integration Coordinate overlap between consumer and trade platforms to identify shared dependencies, duplication, sequencing conflicts, and integration opportunities.
• Tower and stakeholder alignment Partner with tower leads, CX Operations, Journey Framework, Workfront Platform Owner, IDT, LEX, and Compliance to bring the right decision depth into platform discussions.
• Decision framing and escalation Own the CX business position on platform changes, including recommended sequencing, trade-offs, dependencies, escalation needs, and adoption considerations.
• Automation and AI use-case governance Lead intake, prioritization, and business framing for automation and AI use-case backlogs, partnering with LEX and Compliance to establish governance rails and human-in-the-loop standards.
• Operational adoption Support automation delivery into tower workflows, ensuring new capabilities are operationally viable, clearly defined, and adopted by impacted teams.
• Platform evaluation and risk management Partner with IDT on tool evaluation, platform fit assessment, business requirements, implementation considerations, capability gaps, workflow impacts, and adoption barriers.
• Governance and compliance Ensure platform strategy and execution comply with company policies, governance expectations, data standards, and applicable regulatory requirements.

Skills

Business translation

Marketing technology

CX workflows

Governance

Platform change decisions

Education

Bachelor’s degree

Job description

Reynolds American seeks a Senior Manager CX Platform Strategy & Transformation in Winston-Salem to lead platform strategy, translate CX needs into platform requirements, and govern automation and AI initiatives. You will own cross-functional collaboration with IDT, Compliance, and CX teams to ensure scalable platform evolution and governance across channels.

The role emphasizes strategic thinking, business translation, and delivering measurable business impact through platform changes and