Director - AI-Driven Digital CX & Innovation

Kohl's; Menomonee Falls (WI); On-site; USD 180,000 - 240,000; Full time

Job summary

Kohl’s in Menomonee Falls, WI is seeking a Director of Digital Customer Experience and Innovation to set strategy and drive the innovation agenda for Kohl’s digital touchpoints. You will shape the experience vision, CX/UX strategy, and an AI‑driven portfolio to deliver intelligent, personalized experiences across digital channels.

You will influence discovery, elevate customer journeys, and partner with Product, Technology, Marketing, Merchandising, Creative, Analytics to turn insights into

Qualifications

• Bachelor’s degree required in business, marketing, digital, technology, or related field.
• 10+ years of experience in digital strategy, CX, e‑commerce, product, or innovation.
• 7+ years leading and growing high‑performing teams.
• Strong knowledge of CX/UX, AI-enabled commerce, personalization, and mobile app strategy.

Responsibilities

• Define and lead the digital customer experience vision, CX/UX strategy, roadmap, and innovation portfolio.
• Lead evolution of digital experiences in an AI-driven world and translate into new strategies.
• Establish customer experience frameworks, journey principles, and standards for cohesive digital experiences.
• Drive intelligent, personalized experiences using signals, AI, personalization, recommendations, UGC, and emerging commerce forms.
• Lead discovery across Kohl’s properties and emerging experiences (SEO, AEO, GEO, discovery).
• Define the vision for connected experiences across the digital ecosystem, including the Kohl’s app.
• Identify, prioritize, and scale opportunities translating customer behavior and market shifts into business value.
• Build a disciplined test-and-learn agenda to accelerate learning and inform investments.
• Partner with Product, Tech, Marketing, Merchandising, Creative, Analytics to align priorities and bring experiences to life.
• Influence organizational priorities and drive accountability for the customer experience.
• Collaborate with Analytics to measure success and evolve strategy.

Skills

Digital Strategy

CX/UX Strategy

AI-enabled commerce

SEO/AEO/GEO

Mobile app strategy

Education

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

10+ years of experience in Digital Strategy, Customer Experience, E-commerce, Product, Innovation, or related field

7+ years of experience managing and developing high-performing teams

Deep understanding of digital customer experience and CX/UX strategies, AI-enabled commerce, personalization

Job description

Kohl’s in Menomonee Falls, WI is seeking a Director of Digital Customer Experience and Innovation to set strategy and drive the innovation agenda for Kohl’s digital touchpoints. You will shape the experience vision, CX/UX strategy, and an AI‑driven portfolio to deliver intelligent, personalized experiences across digital channels.

You will influence discovery, elevate customer journeys, and partner with Product, Technology, Marketing, Merchandising, Creative, Analytics to turn insights into