Director of Digital Customer Experience Strategy

ASSA ABLOY; Phoenix (AZ); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical and dental benefits

401k matching and retirement options

Generous paid time off

Job summary

ASSA ABLOY, a global leader in access solutions, seeks a Director of Digital Customer Experience Strategy to define and advance an enterprise-wide digital customer experience vision.

You will identify friction points across the lifecycle, translate insights into investments, and partner across Product, Technology, Sales, Marketing, and Operations to deliver a connected ecosystem rather than siloed products.

Qualifications

• Bachelor’s degree in digital strategy, customer experience, human‑computer interaction, interaction design, information architecture, digital media or related field.
• Master's degree or equivalent leadership experience preferred.
• 15+ years of progressive leadership experience in digital experience, digital transformation, customer experience, product management, or related fields.
• Experience leading enterprise-scale transformation across multiple business units.
• Demonstrated success improving customer engagement, digital adoption, and business outcomes.
• Proven ability to influence executive stakeholders and drive changes in complex organizations.

Responsibilities

• Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience aligned with business objectives.
• Develop a deep understanding of customer workflows, needs, and challenges across the specification, purchase, deployment, and management lifecycle.
• Establish a holistic view of customer journeys across websites, software platforms, customer portals, integrations, mobile applications, and digital services.
• Identify friction points and opportunities to simplify, streamline, and improve customer interactions across digital channels.
• Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to align investments around customer and business outcomes.
• Serve as the executive advocate for customer‑centric decision‑making across the organization.
• Drive a unified experience strategy, ensuring customers experience a connected ecosystem rather than individual products.
• Translate customer insights, market trends, and competitive intelligence into strategic recommendations and investment priorities.
• Establish governance, standards, and best practices for digital experiences across ASSA ABLOY’s software solution portfolio and digital touchpoints.
• Champion user‑centered design principles, usability, accessibility, and workflow optimization throughout product development.
• Focus on front‑end design and development processes and can tie together human behavior, business strategy and technology.
• Leverage data, analytics, and customer research to guide prioritization and continuous improvement efforts.
• Identify opportunities to create new value through AI, automation, integrations, data services, and emerging digital technologies.
• Influence product, platform, and acquisition strategies by representing the voice of the customer and the realities of customer workflows.
• Work closely with business unit leaders to ensure digital initiatives support growth, adoption, operational efficiency, and competitive differentiation.
• Communicate digital experience priorities, opportunities, and outcomes to executive leadership and key stakeholders

Skills

Digital strategy

Customer experience

Leadership

Enterprise transformation

Stakeholder influence

Product management

Data-driven decisions

Education

Bachelor's degree

Master's degree preferred

Job description

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Director of Digital Customer Experience Strategy

• Phoenix, AZ, US, 85044Austin, TX, US, 78753
• Director
• IT, Telecom & Internet
• Travel Required: 11%-30%
• 30-Oct-2026

ASSA ABLOY is the global leader in access solutions, helping billions of people experience a more open world every day. Our software and digital solutions extend that mission by helping customers design, manage, secure, and optimize the buildings and spaces they depend on.

The Director of Digital Customer Experience Strategy is responsible for defining and advancing ASSA ABLOY's enterprise-wide digital customer experience vision. This leader identifies friction, gaps, and opportunities across the customer lifecycle and translates customer insight into strategic investments, connected experiences, and transformative digital capabilities that enable customers to engage with ASSA ABLOY as a unified ecosystem rather than a collection of individual products, platforms, brands, and business units.

Reporting directly to the President, Building Technology Solutions, this role will develop the vision, governance, and strategic roadmap for how customers discover, evaluate, specify, configure, price, order, manage, and optimize ASSA ABLOY solutions throughout the entire lifecycle.

This leader will work across Product, Technology, Sales, Marketing, Customer Success, Operations, Customer Care, Business Unit Leadership, and Corporate Functions to define future-state customer experiences and guide enterprise investments that improve customer outcomes while accelerating growth, efficiency, retention, and competitive differentiation.

The role requires a deep understanding of customer workflows, digital product ecosystems, platform strategy, and business transformation. Success will be measured by the simplification of customer journeys, increased digital adoption, improved operational efficiency, greater ecosystem connectivity, and the ability to uncover new opportunities for growth through customer insight.

This position may sit in Phoenix, AZ OR Austin, TX reporting to the President of Building Technology Solutions.

What you will be doing:

• Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience aligned with business objectives
• Develop a deep understanding of customer workflows, needs, and challenges across the specification, purchase, deployment, and management lifecycle
• Establish a holistic view of customer journeys across websites, software platforms, customer portals, integrations, mobile applications, and digital services
• Identify friction points and opportunities to simplify, streamline, and improve customer interactions across digital channels
• Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to align investments around customer and business outcomes
• Serve as the executive advocate for customer‑centric decision‑making across the organization
• Drive a unified experience strategy, ensuring customers experience a connected ecosystem rather than individual products
• Translate customer insights, market trends, and competitive intelligence into strategic recommendations and investment priorities
• Establish governance, standards, and best practices for digital experiences across ASSA ABLOY’s software solution portfolio and digital touchpoints
• Champion user‑centered design principles, usability, accessibility, and workflow optimization throughout product development
• Focus on front‑end design and development processes and can tie together human behavior, business strategy and technology
• Leverage data, analytics, and customer research to guide prioritization and continuous improvement efforts
• Identify opportunities to create new value through AI, automation, integrations, data services, and emerging digital technologies
• Influence product, platform, and acquisition strategies by representing the voice of the customer and the realities of customer workflows
• Work closely with business unit leaders to ensure digital initiatives support growth, adoption, operational efficiency, and competitive differentiation
• Communicate digital experience priorities, opportunities, and outcomes to executive leadership and key stakeholders

What we are looking for

• Bachelor’s degree in digital strategy, customer experience, human‑computer interaction, interaction design, information architecture, digital media or related field.
• Master's degree or equivalent leadership experience preferred.
• 15+ years of progressive leadership experience in digital experience, digital transformation, customer experience, product management, or related fields.
• Experience leading enterprise‑scale transformation across multiple business units.
• Demonstrated success improving customer engagement, digital adoption, and business outcomes.
• Proven ability to influence executive stakeholders and drive changes in complex organizations.

Preferred

• Exceptionally customer-obsessed but strategically minded around customer behavior, workflows and needs.
• Can identify customer experience gaps and opportunities that others overlook.
• Comfortable navigating both executive conversations and detailed customer workflows.
• Experienced in digital transformation, platform strategies, product ecosystems, and customer journey design.
• A systems thinker who sees connections across products, teams, data, and processes.
• Able to influence without direct authority across complex organizations.
• Passionate about turning customer insight into business growth and competitive differentiation.
• A visionary who can translate customer insight into enterprise transformation.

What we offer

We’re passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us.

• Medical, Dental, Vision along with various plan options to choose from.
• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more

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We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even international.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.