Digital CX Lead: Strategy, UX & Journeys

SGS Consulting; Charlotte (NC); On-site; USD 90,000 - 140,000; Full time

Job summary

SGS Consulting in Charlotte seeks a senior Customer Experience Lead to drive regional digital CX initiatives. You will partner with leadership to translate strategy into actionable UX and content-driven experiences across B2B and eCommerce channels, guiding multi-team delivery and keeping brand promises.

You’ll leverage VOC insights, journey mapping, and analytics to optimize experience flow, personalize experiences, and improve engagement and conversions while coordinating across UX, content,

Qualifications

• Experience leading CX or digital initiatives from concept through execution.
• Experience using research, journey mapping, and analytics to improve satisfaction.
• Strong project management skills in a matrix environment.
• Knowledge of digital platforms, MarTech, and analytics solutions.
• Data-informed mindset translating trends into action.
• Excellent written, verbal, and interpersonal communication.

Responsibilities

• Partner with leadership to execute the regional digital customer experience strategy and roadmap.
• Translate priorities into CX initiatives connecting user needs, UX, and content to outcomes.
• Support global digital capabilities while addressing NAM-specific needs.
• Define success metrics and KPIs tied to experience quality, engagement, and conversion.
• Lead CX initiatives across B2B and eCommerce channels with journey thinking and storytelling.
• Collaborate with UX designers, writers, and analytics to shape end-to-end journeys.
• Use VOC insights, journey mapping, and analytics to identify friction points and improvements.
• Support CRO by aligning experience design, UX patterns, and content.
• Contribute to personalization strategies aligned to intent and journey stage.
• Assist in development and optimization of digital tools like product selectors and enablers.
• Plan, coordinate, and deliver CX projects with timelines and outcomes.
• Manage day-to-day execution across multiple workstreams and partners.
• Maintain project plans, workflows, and documentation for scalable delivery.
• Identify risks early and propose solutions.
• Collaborate with teams to reflect brand and customer promise across touchpoints.
• Act as steward of the customer journey and align messaging hierarchy and usability.
• Connect strategy, execution, and stakeholders to remove barriers.
• Work with global Digital teams to incorporate regional feedback into roadmaps.
• Track initiative performance and provide updates to leadership.
• Develop playbooks and rollout communications to ensure adoption.
• Support change management by teaching teams new experiences and tools.

Skills

CX strategy

Stakeholder leadership

User journey mapping

UX principles

Content storytelling

Analytics & metrics

Cross-functional collaboration

Education

Bachelor's degree in Marketing/Business

Job description

SGS Consulting in Charlotte seeks a senior Customer Experience Lead to drive regional digital CX initiatives. You will partner with leadership to translate strategy into actionable UX and content-driven experiences across B2B and eCommerce channels, guiding multi-team delivery and keeping brand promises.

You’ll leverage VOC insights, journey mapping, and analytics to optimize experience flow, personalize experiences, and improve engagement and conversions while coordinating across UX, content,