Associate Director, Digital Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of daily optimization, testing, and quality assurance for core digital experiences, including key landing pages, application flows, and engagement tools (e.g., chat, forms).

• Ensure that experiences function as expected and adhere to UX standards, identifying and resolving gaps in experience quality.

• Define and lead A/B testing and experimentation initiatives, encompassing hypothesis creation, experience variations, and success metrics.

• Convert insights into clear, actionable recommendations and collaborate with Product and Engineering teams to guarantee that enhancements are implemented and assessed.

• Spearhead the optimization of comprehensive user journeys across web, CRM, and enrollment touchpoints, ensuring a seamless and cohesive experience.

• Identify and rectify friction points and gaps within user journeys, driving enhancements across different lifecycle stages.

• Transform user behavior and journey insights into personalization opportunities, in line with user intent, lifecycle stage, and critical decision moments.

• Collaborate with various teams to implement journey enhancements, utilizing UX research and behavioral insights to influence design and product decisions, working closely with designers and product partners.

• Partner with UX leadership to establish and monitor UX and product analytics and KPIs across both core and innovative experiences, tools, and products.

• Utilize performance data, dashboards, and reporting to track experience health and uncover opportunities.

• Create and present regular performance reports, translating insights into clear recommendations and prioritized actions.

• Lead biannual audits of competitive and technological landscapes to inform optimization and innovation opportunities.

• Contribute to the formulation of the innovation roadmap by identifying new product and experience opportunities.

• Propose ideas informed by user behavior, research, competitive audits, and emerging technologies.

• Collaborate on the design, implementation, and assessment of new digital product experiences and pilot programs.

• Support AI and innovation initiatives by ensuring that experiences are user-centered, aligned with journeys, and measurable.

⛳️ Requirements

• A Bachelor’s degree in design, human-computer interaction, or a related field.

• Over 7 years of experience in digital experience, product strategy, personalization, or innovation roles, demonstrating the ability to shape user-facing products and end-to-end journeys, rather than merely optimizing existing experiences.

• Proven track record of close collaboration with CRM and marketing automation teams, including hands-on knowledge of platforms like Salesforce, along with a solid understanding of lifecycle journeys, triggers, segmentation, and user signals.

• Demonstrated experience in driving personalization and experience intelligence, leveraging behavioral, CRM, and intent-based signals for scalable, high-impact experience improvements.

• Strong performance orientation and experience in defining KPIs, working with GA4 and behavioral analytics, and translating user data into actionable experience and product recommendations.

• A solid foundation in human-centered design, journey mapping, and experience strategy, capable of guiding solutions across complex digital ecosystems.

• Demonstrated ability to operationalize experience strategy, connecting insights to prioritized initiatives across web, CRM, enrollment, and digital product touchpoints.

• Experience collaborating with CRM, marketing automation, and data teams, possessing a working understanding of lifecycle journeys, segmentation, and behavioral signals.

• Familiarity with experimentation and optimization frameworks, utilizing qualitative and quantitative inputs to foster continuous improvement.

• Working knowledge of accessibility (WCAG), responsive design principles, and content structure, with the ability to advocate for inclusive and scalable experiences.

• Experience working within design systems and shared UX frameworks, collaborating with designers rather than overseeing detailed design execution.

• Exposure to or experience supporting AI-driven or personalization-based experiences, with the ability to evaluate their impact on user journeys and outcomes.

• Strong leadership and influence skills across functions, aligning UX, Product, Enrollment, Marketing Automation, IT, and Data teams without relying solely on formal authority.

• Exceptional written and verbal communication skills, capable of translating complex experience and data concepts for both technical and non-technical audiences.

🏝️ Benefits

• Comprehensive well-being benefits for you and your family.