Digital CX Lead: Customer Journey & UX Architect

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

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.