Director of Customer Experience (CX) – Practice Lead

McFadyen DigitalViennaNew

On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Required Qualifications12+ years of experience in customer experience (CX), digital commerce, digital strategy, or related consulting roles. Demonstrated leadership in CX/DX/UX, commerce, or digital transformation within an agency or consulting setting. In-depth knowledge of B2B and B2C ecommerce ecosystems, customer journeys, omnichannel engagement, and experience-driven growth. Expertise in B2B buyer journeys and ecommerce frameworks, including procurement complexities, catalog challenges, pricing variations, and multi-stakeholder dynamics. Proven track record of managing complex client projects and delivering measurable business outcomes. Preferred QualificationsHands-on experience with leading ecommerce platforms (particularly B2B capabilities), including Adobe Commerce/Magento, Salesforce Commerce Cloud, Shopify, or BigCommerce. Deep understanding of marketing technologies and AI applications in the context of customer experience.

About the job

Your hands-on, client-facing leadership will foster collaboration with brand, marketing, and digital commerce stakeholders to create unique, data-driven, and personalized experiences across various platforms including web, mobile, marketplaces, and omnichannel interactions. You will be instrumental in shaping the agency’s CX offerings, driving growth, and ensuring the seamless integration of content, commerce, data, AI, and technology.

Key Responsibilities

Lead the sales and execution of strategic CX engagements focused on user experience, commerce transformation, journey optimization, personalization, AI-enhanced experiences, and omnichannel growth.
Innovate and expand CX/UX/DX service offerings and related marketing initiatives that unify content, commerce, data, marketing technology, and AI-driven optimizations.
Provide expert UX design services that advance both industry best practices and innovative solutions.
Create and deliver insightful presentations to stakeholders ranging from Directors to C-Suite executives at enterprise accounts, linking CX strategies to quantifiable business outcomes such as conversion rates, average order value (AOV), customer retention, and lifetime value (LTV).
Design and implement AI-enabled experience strategies, addressing AEO/GEO discovery, conversational commerce, catalog enrichment, and personalized content tailored to B2B and ecommerce contexts.

Additional Responsibilities

Lead strategic client engagements, including workshops, journey mapping sessions, and digital experience evaluations, aiding clients in their digital transformation across B2B, marketplace, and omnichannel landscapes.
Translate complex B2B buyer challenges into user-friendly digital experiences, addressing quote-to-order workflows, procurement processes, tiered pricing, and large catalog navigation.
Build demand for our CX/UX/DX services by hiring, mentoring, and managing a skilled team of CX/UX strategists, journey designers, and UX professionals.
Define and implement McFadyen Digital’s CX vision and growth strategy for ecommerce clients.
Maintain a personal billable utilization rate exceeding 50% (subject to sales).
Convert client business objectives, user needs, and technical constraints into cohesive customer journey designs.
Collaborate with commerce, data, technology, and AI teams to integrate CX strategies across the full lifecycle from discovery to implementation and optimization.

About McFadyen Digital

McFadyen Digital stands as a premier advisor and implementer of ecommerce, marketplace, and enterprise digital solutions. With decades of experience, we've launched platforms generating billions of dollars in online sales. We're privileged to support 10% of the Fortune 500 in their digital pursuits. Renowned global brands such as ABB, AB InBev, and the US Army have entrusted their digital transformations to us. Operating across the US, Brazil, and India, McFadyen Digital has been a respected employer for 39 years, valuing our people as the cornerstone of our success. Discover more about us at www.mcfadyen.com.

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