Digital Customer Experience (CX) Lead or UX Strategy Specialist

Rose International; Franklin (TN); On-site; USD 63,000 - 68,000; Full time

Job summary

Rose International is seeking a Digital Customer Experience (CX) Lead or UX Strategy Specialist to translate regional digital strategies into high-impact customer journeys. The role focuses on NAM priorities and requires close collaboration with marketing, sales, and global digital teams to optimize experiences across web, eCommerce, and digital tools.

The ideal candidate brings 5–7 years of CX/UX, digital marketing, and analytics experience, plus a Bachelor’s degree.

Qualifications

• 5–7 years of experience in customer experience, UX, digital marketing, digital operations, CRM, or related roles.
• Experience using customer research, journey mapping, and analytics to improve customer satisfaction.
• Working knowledge of CMS, CRM, testing tools, and marketing platforms.

Responsibilities

• Lead CX initiatives across B2B and eCommerce digital channels with UX and content storytelling.
• Partner with UX designers, content strategists, and analytics teams to shape end-to-end journeys.
• Use customer feedback and analytics to identify friction points and drive improvements.
• Support CRO efforts by aligning design, UX patterns, and content for meaningful actions.
• Collaborate with global teams to ensure regional feedback informs roadmaps.

Skills

Customer Support

Digital Marketing

Interpersonal Skills

UI/UX Design

Education

Bachelor’s Degree in Marketing, Business, or related field

Job description

Job Description

Open in Franklin, TN, 37067/ Raleigh, NC, 27560

Date Posted: 09/15/2026. Hiring Organization: Rose International. Position Number: 507516. Industry: Manufacturing. Job Title: Digital Customer Experience (CX) Lead or UX Strategy Specialist. Job Location: Franklin, TN, USA, 37067. Work Model: Onsite. Shift: (M-F) 8 AM - 5 PM. Employment Type: Temp to Hire. FT/PT: Full-Time. Estimated Duration (In months): 6. Min Hourly Rate($): 46.00. Max Hourly Rate($): 49.00. Must Have Skills/Attributes: Customer Support, Digital Marketing, Interpersonal Skills, UI/UX Design. Experience Desired: Experience in customer experience, UX, digital marketing, digital operations, CRM, or related roles (5-7 yrs); Knowledge of digital platforms, MarTech tools, and analytics solutions (1+ yrs); Experience using customer research, journey mapping, and analytics to improve customer satisfaction (1+ yrs); Strong project management skills with the ability to manage multiple priorities in a matrixed enviro (1+ yrs). Required Minimum Education: Bachelor’s Degree.

Required Education

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

Required Experience

• 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.
• 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
• Customer-first mindset with a passion for improving digital experiences

Required Skills.

• Strong project management skills with the ability to manage multiple priorities in a matrixed environment.
• Excellent written, verbal, and interpersonal communication skills.
• Highly organized executor who thrives in complex environments
• Collaborative partner who builds trust across functions
• Comfortable operating between strategy and hands-on delivery
• Continuous improvement mentality with attention to detail and outcomes

Position Overview

The CX Lead is a key role on the North America Digital Customer Experience (NAM DCX) team, reporting directly to the Director of NAM DCX. This position is responsible for translating the regional digital experience strategy into high-impact, well‑executed experiences that improve customer engagement, satisfaction, and business outcomes. Working in close partnership with the Director, global Digital teams, and regional Marketing, Sales, and business stakeholders, the CX Lead drives day-to-day execution, optimization, and continuous improvement across Client Electric's digital customer journeys. The role plays a critical part in ensuring experiences across web, eCommerce, and digital tools are seamless, customer-centric, data-informed, and aligned to NAM priorities. The ideal candidate is highly collaborative, detail-oriented, and customer-obsessed, with a strong ability to manage complex initiatives while balancing operational excellence with experience innovation.

Job Responsibilities

• Strategy Enablement & Execution
• 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.
• Customer Experience & Optimization
• 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.
• Project Leadership & Delivery
• 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.
• Cross-Functional Collaboration
• 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 Electric'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.
• Insights, Reporting & Enablement
• 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.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

Benefits

• For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity

• For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).