Director Digital Customer Experience Technology

One of our clients is looking for a Director, Digital Customer Experience Technology to join their team in Charlotte, NC. Technology leadership and customer technology capability will be a critical to achieving this goal. A key focus area is to innovate the Customer Journey and deliver on the client’s digital channel offerings. This is where you come in, we are looking for a Director, Digital Customer Experience Technology, to join our team. This role reports to Head of Customer Experience Technology and will be responsible for bringing our digital tech strategy to life through technology and digital capabilities.
Responsibilities
• Must be obsessed with delivering results, thinking big and “finding a way”, and have an external awareness and curiosity to innovate and disrupt.
• Accountable for overall success of the digital tech portfolio to deliver the business objectives and drive value.
• Trusted advisor for the Head of Customer Experience and leadership stakeholders on how to execute the functional and operational strategy.
• Develop, create and communicate strategic objectives supported by technical actions, including the in depth understanding of the applications, dependencies and integrations involved in delivering on the full digital experience
• Manages all aspects of budget planning, forecasting, accruals, invoice payment and reconciliation.
• Responsible for influencing and managing (indirect or direct) teams, newly established or existing processes and driving delivery and positive change aligned with digital strategy and portfolio goals.
• Leads the assessment of complex challenges, often requiring in-depth research beyond familiar areas, offering judgement beyond role, and critical thinking point of view.
• Responsible for removing blockers, remediating risks and collaborating across enterprise on issues.
• Lead, manage and develop team a high performing team

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 5+ years of experience as a Director or above
• 10+ years building and improving large-scale digital products (mobile, web, ecommerce, personalization, analytics, etc.) for major retail organizations
• Deep understanding of how digital technology supports both customer-facing and internal functions (loyalty, marketing, payments, merchandising)
• Experience designing, delivering, and supporting enterprise omnichannel platforms
• Strong background in agile/lean delivery at scale
• Experience working with APIs, microservices, and cloud-based systems
• Familiarity with emerging tech like AI/ML, AR/VR, and automation
• Proven ability to influence and communicate across all levels
• Strong track record partnering across teams and vendors to drive outcomes
• Experience defining product/technology strategy and modernizing digital capabilities
• Ability to build business cases and justify IT investments
• Experience with project delivery (budgeting, forecasting, resourcing)
• Vendor management and solution evaluation/selection

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.