UX & Digital Experience Lead - Main Library

Columbus Metropolitan Library; Columbus (OH); On-site; USD 67,000 - 114,000; Full time

Benefits offered by this job

Benefits package

Public Service Loan Forgiveness

Mental health resources

Paid time off

Job summary

Columbus Metropolitan Library seeks a UX & Digital Experience Lead for the Main Library campus in Columbus. This full‑time role drives customer‑centred UX across the public website, intranet and mobile app, aligning digital goals with the library’s strategy.

You will partner with IT, Insights, and Marketing to set strategy, define KPIs, and ensure accessible, high‑quality experiences for staff and patrons.

Qualifications

• Bachelor degree or equivalent in a related field.
• Minimum 5 years managing digital experiences and analytics.
• Experience in website or digital channel optimization using insights.
• Experience creating reports, dashboards, and actionable insights.
• Collaboration with technical teams and stakeholders required.

Responsibilities

• Lead digital experience for website, intranet, and mobile app; drive improvements.
• Define KPIs, monitor trends, and report metrics to improve UX.
• Collaborate with IT and vendors on governance and enhancements.
• Analyze customer research and analytics to drive changes.
• Work with Marketing, Public Services, HR and others to align priorities.
• Educate teams on UX trends and best practices.

Skills

5+ years experience in digital

Google Analytics

Analytics and dashboards

Cross‑functional collaboration

Stakeholder management

Education

Bachelor's degree (Marketing, Digital Media, IS, Communications, UX, CS)

Tools

Google Analytics

CMS

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

UX & Digital Experience Lead - Main Library

Full Time Professionals Columbus, OH, US

Job Title:UX & Digital Experience Lead (40 hrs./Exempt/Full -time)
Location: Marketing - Main Library (on-site)
Pay Range:$67,496-$113,776 (commensurate with experience)

Note:For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy

Our Commitment to Diversity

Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

The UX & Digital Experience Lead is responsible for the customer experience across Columbus Metropolitan Library's digital channels, including the public website, employee intranet, and mobile app. This new role ensures CML's digital experiences are intuitive, accessible, customer-centered, and aligned with organizational goals. The UX & Digital Experience Lead measures the effectiveness of digital channels, interprets customer behavior, and uses analytics, user research, and customer feedback to make data-informed recommendations that improve customer outcomes. Working closely with IT, Insights, and departments across the organization, the UX & Digital Experience Lead helps to shape digital strategy, prioritize enhancements, and ensure a consistent, high-quality experience for customers and staff.

What You’ll Do:

• Serves as CML’s subject matter expert on digital experience, using analytics, customer feedback, usability research, and industry best practices to identify opportunities, prioritize enhancements, and guide decision-making.
• Serves as the day-to-day business lead for CML's public website, employee intranet, and mobile app, ensuring digital experiences are effectively managed, maintained, and continuously improved.
• Accountable for the performance of CML's digital channels through establishing key performance indicators (KPIs), monitoring trends, tracking and reporting metrics, and using analytics to make recommendations that improve the customer experience.
• Partners closely with IT and website vendor on website governance, platform enhancements, AI initiatives, accessibility standards, content governance, and long‑term digital strategy.
• Partners with the Insights team to analyze customer research, website analytics, search behavior, and voice‑of‑customer data, translating findings into actionable improvements.
• Works collaboratively with fellow Marketing team members, Public Services, Circulation, HR, Development and the Columbus Metropolitan Library Foundation, Government Relations & Advocacy and Friends of the Library, and other stakeholders to gather requirements, ensure content consistency, and align digital experiences with organizational priorities.
• Develops and maintains processes for collecting customer and employee feedback and incorporates those insights into ongoing improvements to the website, intranet, and mobile app.
• Champions user‑centered design principles and digital best practices while educating CML team members and stakeholders on digital experience trends, performance, and opportunities for improvement.
• Performs additional duties as assigned.

Minimum Qualifications:

• Bachelor's degree in Marketing, Digital Media, Information Systems, Communications, User Experience, Computer Science, or a related field.
• 5 years of professional experience in website management, digital experience, UX, digital marketing and analytics.
• Experience managing and optimizing websites or digital channels using analytics and customer insights. Google Analytics experience required.
• Experience developing reports, performance dashboards, and actionable recommendations based on digital metrics.
• Experience collaborating with technical teams and cross‑functional stakeholders to deliver digital experiences.
• Experience with website analytics platforms, accessibility standards (WCAG), SEO best practices, UX principles, and content management systems (CMS).
• Strong analytical, communication, project management, and stakeholder management skills.
• Experience leading or supervising a team preferred.
• Experience supporting enterprise websites or multi‑site digital ecosystems preferred.
• Experience with customer journey mapping preferred.
• Experience working with AI‑enabled digital tools or personalization strategies preferred.
• Experience collaborating on website platform implementations or major digital initiatives preferred.

Working Conditions and Physical Demands:

The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions).

Work requires occasional lifting or pushing of up to 20 lbs. and the frequent lifting or pushing of up to 10 lbs.