Director, Omnichannel Digital Experience & Growth

Staples Advantage Canada; Framingham (MA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Healthcare benefits

Bonus potential

Parental leave

Job summary

Staples Advantage Canada is seeking a Director of Digital Customer Experience to lead a team delivering Omni shopping experiences across Staples.com and stores.

The role partners with merchandising and technology to translate data into measurable growth, focusing on funnel optimization, conversion, and customer loyalty. A senior leader will drive CX roadmaps and cross-functional initiatives in a fast-paced environment.

Qualifications

• BA/BS degree required; MBA preferred.
• 10+ years of progressive digital/eCommerce experience with significant Omni focus (site + store integration).
• Demonstrated success leading large-scale customer experience or digital product initiatives.
• Strong background in funnel analytics, testing/optimization, and digital merchandising.
• Experience partnering with senior leadership across merchandising, marketing, and technology.

Responsibilities

• Define and drive the digital CX strategy across Staples.com and stores, aligning with enterprise growth objectives.
• Serve as a senior business partner to Category Merchandising teams, ensuring Omni priorities are supported by strong digital experiences.
• Balance seasonal category execution with longer-term CX innovation and journey improvements.
• Act as VOC and FullStory champion, embedding customer insights into decision-making.
• Lead funnel reporting and performance measurement, translating insights into actionable steps.
• Lead and influence A/B testing and optimization roadmaps to improve conversion, AOV, and customer satisfaction.
• Partner with Product, Marketing, Creative, UX and Technology to define requirements and deliver Omni CX solutions.
• Foster cross-functional collaboration and executive-level communication on CX priorities and impact.
• Lead and grow a team providing digital support for merchandising categories.

Skills

Strategic thinking

Analytical mindset

Leadership

Cross-functional collaboration

Communication

Customer experience design

Project management

Vendor/Stakeholder alignment

Advocacy for VOC

Education

BA/BS in relevant field

MBA preferred

Tools

MS Office (Excel, PowerPoint)

Job description

Staples Advantage Canada is seeking a Director of Digital Customer Experience to lead a team delivering Omni shopping experiences across Staples.com and stores.

The role partners with merchandising and technology to translate data into measurable growth, focusing on funnel optimization, conversion, and customer loyalty. A senior leader will drive CX roadmaps and cross-functional initiatives in a fast-paced environment.