Director, Digital Customer Experience and Innovation

Kohl's; Menomonee Falls (WI); On-site; USD 180,000 - 250,000; Full time

Job summary

Kohl’s is seeking a Director of Digital Customer Experience and Innovation to shape and lead the strategy for our digital customer journey across touchpoints.

The role drives the AI-powered, personalized experiences that connect discovery, engagement, and conversion while inspiring a cross-functional team to execute the vision.

Qualifications

• Bachelor’s degree in Business, Marketing, Digital, Technology, or related field.
• 10+ years in Digital Strategy, CX, E-commerce, Product, Innovation, or related field.
• 7+ years of experience managing and developing high-performing teams.
• Strong knowledge of AI-enabled commerce, personalization, SEO/AEO/GEO, mobile app strategy.

Responsibilities

• Define and lead the digital customer experience vision, CX/UX strategy, roadmap, and innovation portfolio, establishing a clear point of view for how Kohl’s digital experience should evolve.
• Lead the evolution of digital experiences in an AI-driven world, anticipating changes in how customers discover, engage with, and shop Kohl’s and translating them into new experience strategies.
• Establish customer experience strategies and UX frameworks, including page roles, journey principles, and experience standards across digital touchpoints.
• Drive intelligent, personalized experiences leveraging customer signals, AI, personalization, recommendations, UGC, and emerging forms of conversational and agentic commerce.
• Lead the future of discovery on and off Kohl’s properties across traditional and AI-powered search, including SEO, AEO, GEO, and emerging discovery experiences.
• Define the vision for connected experiences across the digital ecosystem, including the Kohl’s app, shaping how digital touchpoints work together to strengthen engagement, loyalty, and the customer journey.
• Identify, prioritize, and scale emerging digital experience opportunities, translating customer behaviors, market shifts, and new technologies into meaningful customer and business value.
• Build a disciplined innovation and test-and-learn agenda that accelerates learning, validates new experiences, and informs future investment.
• Partner across Product, Technology, Marketing, Merchandising, Creative, Analytics, and other teams to translate the experience vision into aligned priorities and bring experiences to life.
• Influence priorities and decisions across the organization, creating alignment around the highest-impact customer experience opportunities and driving shared accountability for the customer experience.
• Partner with Analytics and Digital Insights to understand customer behavior, define success measures, and continuously evolve experience strategy based on performance and insights.
• Lead and develop a high-performing team while fostering a culture of customer obsession, innovation, collaboration, and data-driven decision making.
• Additional tasks may be assigned

Skills

10+ years Digital Strategy & CX

7+ years Team Leadership

AI-enabled commerce & personalization

SEO/AEO/GEO & mobile app strategy

Education

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

Job description

About The Role

As Director, Digital Customer Experience and Innovation, you will lead the strategy and innovation agenda for Kohl’s digital customer experience, defining how customers discover, engage with, and experience Kohl’s across digital touchpoints. You will drive the experience vision, CX/UX strategy, and innovation portfolio with a focus on expanding discovery on and off Kohl’s properties, delivering intelligent and personalized experiences, and creating connected experiences across the digital ecosystem.

About The Role

As Director, Digital Customer Experience and Innovation, you will lead the strategy and innovation agenda for Kohl’s digital customer experience, defining how customers discover, engage with, and experience Kohl’s across digital touchpoints. You will drive the experience vision, CX/UX strategy, and innovation portfolio with a focus on expanding discovery on and off Kohl’s properties, delivering intelligent and personalized experiences, and creating connected experiences across the digital ecosystem.
You will shape how Kohl’s digital experience evolves as AI transforms customer expectations, discovery, and commerce—connecting customer needs, emerging behaviors and technology, and business priorities. Through strong influence and partnership across the organization, you will bring the experience vision to life and drive engagement, relevance, loyalty, and revenue growth.

What You’ll Do

• Define and lead the digital customer experience vision, CX/UX strategy, roadmap, and innovation portfolio, establishing a clear point of view for how Kohl’s digital experience should evolve
• Lead the evolution of digital experiences in an AI-driven world, anticipating changes in how customers discover, engage with, and shop Kohl’s and translating them into new experience strategies
• Establish customer experience strategies and UX frameworks, including page roles, journey principles, and experience standards that create intuitive, relevant, and cohesive experiences across digital touchpoints
• Drive intelligent, personalized experiences leveraging customer signals, AI, personalization, recommendations, UGC, and emerging forms of conversational and agentic commerce
• Lead the future of discovery on and off Kohl’s properties across traditional and AI-powered search, including SEO, AEO, GEO, and emerging discovery experiences
• Define the vision for connected experiences across the digital ecosystem, including the Kohl’s app, shaping how digital touchpoints work together to strengthen engagement, loyalty, and the customer journey
• Identify, prioritize, and scale emerging digital experience opportunities, translating customer behaviors, market shifts, and new technologies into meaningful customer and business value
• Build a disciplined innovation and test-and-learn agenda that accelerates learning, validates new experiences, and informs future investment
• Partner across Product, Technology, Marketing, Merchandising, Creative, Analytics, and other teams to translate the experience vision into aligned priorities and bring experiences to life
• Influence priorities and decisions across the organization, creating alignment around the highest-impact customer experience opportunities and driving shared accountability for the customer experience
• Partner with Analytics and Digital Insights to understand customer behavior, define success measures, and continuously evolve experience strategy based on performance and insights
• Lead and develop a high-performing team while fostering a culture of customer obsession, innovation, collaboration, and data-driven decision making
• Additional tasks may be assigned

What Skills You Have

• 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 and experience in digital customer experience and CX/UX strategies, AI-enabled commerce, personalization, SEO/AEO/GEO, mobile app strategy