As the Director of Customer Experience (CX) and Practice Lead at McFadyen Digital, you will play a pivotal role in advancing our Customer Experience capabilities across digital commerce and associated ecosystems. This senior leadership position involves overseeing the strategic design and implementation of comprehensive customer journeys that optimize client acquisition, conversion, retention, and overall lifetime value.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 ResponsibilitiesLead 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 ResponsibilitiesLead 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.
May 4, 2026
