CX Product & Experience Lead

twentysix; Cincinnati (OH); Hybrid; USD 60,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Competitive benefits package

Job summary

VML (a WPP agency) in Cincinnati is seeking a PROGRAM MANAGER – CX, PRODUCT DEVELOPMENT to lead CX strategy and design for digital customer experiences. The role focuses on websites, content, and cross‑functional collaboration within a hybrid office setting.

You will guide strategy, manage schedules, and mentor teams while embedding customer feedback into product development, shaping CX outcomes and governance.

Qualifications

• 5-7 years of experience in CX design, product development, or a related field.
• Practical experience in Agile methodologies with the ability to facilitate core ceremonies.
• Client & agency partner experience with enterprise clients.
• Solid understanding of CX principles and frameworks and their application to digital projects.
• Experience with customer research methods and process development (interviews, usability testing, surveys).
• Technical aptitude and process orientation; familiarity with website technologies (HTML/CSS).
• Portfolio showing CX projects and process improvements (preferred).
• Agency experience (preferred) and loyalty program experience (optional).

Responsibilities

• Facilitate and manage strategy and design phases for customer experiences across digital touchpoints (websites and content).
• Collaborate with cross-functional teams to manage schedules, resources, and governance.
• Support customer research activities and document scalable processes.
• Develop user-centered website and content strategies aligned with business goals.
• Lead creation of customer journey maps and CX artifacts for ongoing measurement.
• Drive design development of layouts and digital assets and establish design standards.
• Participate in QA testing focused on customer experience.
• Advocate for the voice of the customer throughout the project lifecycle.
• Collaborate with Delivery team to standardize tools and improve processes.

Skills

CX design

Agile

Stakeholder collaboration

User research

Journey mapping

Content governance

Project management

Tools

HTML/CSS

Job description

VML (a WPP agency) in Cincinnati is seeking a PROGRAM MANAGER – CX, PRODUCT DEVELOPMENT to lead CX strategy and design for digital customer experiences. The role focuses on websites, content, and cross‑functional collaboration within a hybrid office setting.

You will guide strategy, manage schedules, and mentor teams while embedding customer feedback into product development, shaping CX outcomes and governance.