Vice President, Customer Digital Experience

SMART IT People; Raleigh (NC); On-site; USD 150,000 - 200,000; Full time

Job summary

SMART IT People seeks a Vice President, Customer Digital Experience in Raleigh, NC. This executive role is responsible for leading a consistent digital customer experience across the global company, focusing on customer insights and digital transformation. The ideal candidate will have over 15 years of relevant experience, a Bachelor’s degree in Marketing or a related field, and an MBA is preferred. Responsibilities include defining customer journey strategies, providing strategic leadership in digital ecosystems, and ensuring regulatory compliance.

Qualifications

• 15+ years of experience in customer digital experience, digital transformation, or product leadership.
• Strong background in consumer, retail, or FMCG environments.
• Experience translating consumer-grade practices into regulated industries.

Responsibilities

• Define and deliver a globally consistent, journey-led digital experience.
• Own end-to-end customer journey strategy and performance.
• Provide strategic leadership across customer-facing digital ecosystem.
• Define and own the global CDX measurement framework.

Skills

Customer digital experience

Digital transformation

Marketing

Customer journey design

Leadership

Education

Bachelor of Arts (B.A.) in Marketing or similar

MBA

Job description

Vice President, Customer Digital Experience

VP, Customer Digital Experience (CDX)

Full-time opportunity

SMART IT People has an exciting full‑time opportunity for a Vice President, Customer Digital Experience (CDX) to join a global company based in Raleigh, NC. This executive role is responsible for defining and delivering a globally consistent, journey‑led digital experience for our client’s customers, bringing consumer‑grade journey discipline and marketing rigor into a regulated life sciences environment, ensuring that digital experiences are intuitive, connected, and deliver measurable business impact, including engagement, growth, efficiency and loyalty.

Required skills:

• Bachelor of Arts (B.A.), Marketing, Digital Marketing, Business Administration or similar field
• 15+ years of experience in customer digital experience, digital transformation, product, or CX leadership
• Strong background in consumer, retail, or FMCG environments, with demonstrated excellence in customer journey design

Desired skills:

• MBA
• Experience translating consumer‑grade digital practices into regulated industries (life sciences, healthcare, financial services, or similar)
• Define and own the global Customer Digital Experience multi‑year strategy, vision and roadmap, grounded in customer journeys rather than individual platforms or channels
• Establish experience design principles that reflect the brand, values, and customer promise
• Champion a journey‑first mindset, leveraging retail and consumer best practices adapted for a regulated environment
• Serve as executive sponsor for global customer digital initiatives ensuring alignment with brand, commercial, and enterprise priorities.

End to End Journey Ownership

• Own end‑to‑end customer journey strategy and performance, including prioritization, sequencing of improvements, and outcome accountability.
• Lead the design and optimization of end‑to‑end customer journeys
• Identify “moments that matter” and friction points using customer insights, data, and research
• Ensure journeys are consistent across digital, field, marketing, and service interactions
• Drive continuous enterprise‑scale journey improvement through test and learn practices, scaling successful models across regions and brands.

Digital Channels, Platforms & Ecosystem

• Provide strategic leadership across customer facing digital ecosystem (e.g., portals, learning platforms, marketing experiences, service tools)
• Partner closely with IT, Marketing, Commercial, and Data teams to shape platform strategy, integration, and modernization
• Influence vendor selection and roadmap decisions to support journey‑based outcomes
• Ensure scalability, reliability, and usability across regions and brands

Marketing Led Engagement & Adoption

• Apply consumer and FMCG marketing discipline to digital experience design
• Partner with Brand and Commercial teams to embed digital experience into go‑to‑market strategies
• Ensure digital experiences meaningfully reshape and elevate field‑based and relationship‑driven commercial models, rather than merely complementing them.

Measurement, Insights & Performance

• Define and own the global CDX measurement framework, linking customer experience to growth, retention, efficiency and brand outcomes. This includes: Engagement and adoption metrics, journey effectiveness and drop‑off, satisfaction and effort, contribution to growth, retention and efficiency.
• Use analytics to prioritize investments and guide decision making
• Regularly report progress and outcomes to executive leadership

Operating Model, Governance & Leadership

• Define and govern a global CDX measurement operating model, with clear ownership, performance accountability, governance, and prioritization across functions.
• Lead and develop a high‑performing, global CDX team, building succession depth and enterprise capability.
• Influence without authority across Marketing, Commercial, IT, Customer Service, Legal, and regional organizations
• Ensure global consistency with appropriate local flexibility

Risk, Quality & Regulatory Partnership

• Own the enterprise CDX risk posture, ensuring customer experiences meet regulatory, medical and legal standards without compromising usability and speed.
• Partner closely with Legal, Regulatory, and Compliance.
• Embed appropriate content governance and review processes without compromising usability or speed.
• Global, multi‑region, multi‑brand
• Reports to CMO, Chief Digital Office or Chief Commercial Office
• Key Partners: Marketing, Commercial, IT, Customer Experience, Data & Analytics, Legal/Compliance, Regional Leadership