Director, Omni Digital Experience & CX Leader

Staples; Framingham (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

Staples is seeking a Director, Digital Customer Experience to lead a team delivering Omni shopping experiences across Staples.com and our stores. You will partner with merchandising, product, marketing, UX and technology to translate insights into high-impact digital journeys.

You will own funnel performance, drive A/B testing, and champion customer analytics to boost conversion, average order value, and loyalty.

Qualifications

• BA/BS degree required; MBA preferred.
• 10+ years of progressive digital/eCommerce experience with Omni focus.
• Proven success leading large-scale CX or digital product initiatives.
• Strong funnel analytics, testing/optimization, and digital merchandising.
• Experience partnering with senior leadership across merchandising, marketing, and technology.
• High accountability and entrepreneurial spirit.

Responsibilities

• Define and drive the digital CX strategy across Staples.com and stores.
• Serve as senior partner to Category Merchandising teams with Omni priorities.
• Own funnel reporting and drive data-driven actions.
• Lead and influence A/B testing and optimization roadmaps.
• Collaborate with Product, Marketing, Creative, UX and Technology.
• Lead and grow a team of desk leads and associates.

Skills

Customer focus

Strategic thinking

Analytical

Leadership

Cross-functional

Communication

Operational excellence

Project management

Proactive communicator

Technical proficiency

Education

BA/BS degree

MBA preferred

Tools

MS Office (Excel, PowerPoint)

Job description

Staples is seeking a Director, Digital Customer Experience to lead a team delivering Omni shopping experiences across Staples.com and our stores. You will partner with merchandising, product, marketing, UX and technology to translate insights into high-impact digital journeys.

You will own funnel performance, drive A/B testing, and champion customer analytics to boost conversion, average order value, and loyalty.