CX Director – Practice Lead

The CX Lead is a senior leadership role responsible for developing and expanding McFadyen Digitals Customer Experience (CX) capabilities across digital commerce marketplace and related ecosystems. This person will oversee the strategy design and implementation of end-to-end customer journeys that enhance acquisition conversion retention and lifetime value for clients.

As a hands-on client-facing leader you will collaborate with brand marketing and digital commerce stakeholders to create differentiated data-driven and personalized experiences across web mobile marketplaces and omnichannel touchpoints. You will shape the agencys CX offerings accelerate growth and ensure smooth integration of content commerce data AI and technology.

Top 5 Responsibilities

1. Sell and deliver strategic client CX engagements centered on user experience commerce transformation journey optimization personalization AI-driven experiences and omnichannel expansion.
2. Develop and expand CX/UX/DX offerings (and related marketing campaigns) that integrate content commerce data marketing technology and AI-based optimization.
3. Provide hands-on UX design services that deliver both industry best practices and innovative thinking.
4. Deliver compelling insight-driven presentations to Director-through-C-Suite stakeholders at enterprise accounts connecting CX strategy directly to measurable business outcomes such as conversion AOV retention and LTV.
5. Design and execute AI-enabled experience strategies including AEO/GEO discovery conversational commerce catalog enrichment content personalization and AI-driven discovery tailored to B2B and ecommerce commerce contexts.

Additional Responsibilities

• Lead strategic client engagements including executive workshops journey mapping sessions and digital experience assessments helping clients navigate digital transformation across B2B marketplace and omnichannel environments.
• Translate complex B2B buyer challengesincluding quote-to-order workflows procurement approvals tiered pricing and large catalog navigationinto intuitive user-centered digital experiences.
• As you build demand for our CX/UX/DX services you will hire mentor and manage a profitable team of highly-skilled CX/UX strategists journey designers CRO (Conversion Rate Optimization) and UX practitioners.
• Define and implement McFadyen Digitals CX vision and growth strategy for ecommerce clients.
• Maintain a personal level of billable utilization above 50% (subject to sales).
• Translate client business goals user needs and technical constraints into the design of holistic customer journeys.
• Collaborate with commerce data technology and AI delivery teams to integrate CX strategy across the full platform lifecycle from discovery through implementation and optimization.
• Foster collaboration across strategy creative analytics and technology teams.
• Research and deploy artificial intelligence solutions for CX/UX/DX/UI.
• Oversee UI development and related front-end coding best practices to ensure proper UX implementation.
• Guide teams to optimize for SEO/AEO/GEO/ACO site speed usability and accessibility/ WCAG/ADA compliance.
• Contribute thought leadershipincluding co-authoring content webinar participation and external presentationsthat positions the CX practice as a market differentiator to assist in marketing and sales.
• Monitor B2B commerce and AI experience trends and maintain a practical actionable point of view the team can act on and clients can trust.
• Develop CX frameworks playbooks and reusable accelerators that differentiate McFadyen Digital in competitive pursuits and reduce time to value for clients.
• Support pre-sales activities including capability presentations RFP responses discovery calls and executive briefings alongside Sales and Marketing leadership.

Qualifications :

Qualifications

Top 5 Qualifications

1. Over 12 years of experience in CX digital commerce digital strategy or similar consulting roles.
2. Proven leadership in CX/DX/UX commerce or digital transformation within an agency or consulting environment.
3. Expertise in B2B & B2C ecommerce ecosystems customer journeys omnichannel engagement and experience-driven growth.
4. Deep expertise in B2B buyer journeys and ecommerce ecosystems including procurement complexity catalog challenges pricing variability omnichannel engagement and multi-stakeholder dynamics.
5. Strong record of managing complex client projects and achieving measurable business results.

Other Qualifications

• Hands-on experience with major ecommerce platforms (especially B2B capabilities) including Adobe Commerce/Magento Salesforce Commerce Cloud Shopify or BigCommerce
• Strong understanding of personalization CDPs CRM marketing automation and analytics platforms
• Familiar with Lean UX and Lean Product
• Bachelors degree in Business Marketing Technology or a related field
• Experience applying AI to customer experience strategy content operations segmentation and journey orchestration
• Knowledge of AEO/GEO strategies and AI-driven discovery models
• Familiarity with enterprise CX/UX/DXP/CMS ecosystems such as Adobe Experience Cloud / AEM SiteCore ContentStack BloomReach Acquia LifeRay and Optimizely
• Experience with conversion rate optimization (CRO) UX/UI best practices and digital merchandising
• Understanding of international ecommerce complexities including localization pricing payments tax and fulfillment
• Deep understanding of typography color layout and motion design principles 
• Strong storytelling and executive presentation skills
• Ability to operate effectively in a fast-paced client-centric consulting environment
• Experience collaborating across strategy creative media data and engineering teams
• Familiarity with Agile delivery models and cross-functional product development
• Strong commercial acumen with ability to support growth upsell and client expansion
• Experience building and mentoring high-performing teams across different countries including Brazil and India
• Strategic thinker with strong business acumen execution capability and innovation mindset
• Available to travel to client sites across the United States as required (approximately 10%)

Key Competencies

• Customer-Centric and Commerce-Driven Mindset
• B2B Commerce and Buyer Journey Expertise
• Strategic Thinking and Growth Orientation
• Omnichannel Experience Design
• AI-Enabled Personalization Journey Optimization and Discovery (AEO/GEO Conversational Commerce)
• AEO/GEO and AI Discovery Strategy
• Executive Communication and Client Leadership
• Practice Building and Team Development

Success Metrics

• CX practice revenue growth and pipeline contribution quarter over quarter.
• Improvement in client KPIs including web traffic conversion rate digital buyer adoption AOV retention and LTV
• Client satisfaction renewal and strategic account expansion
• Adoption and scalability of CX frameworks AI-enabled offerings and practice accelerators.
• Team development capability growth retention and practice maturity indicators.

What we can offer you    

• A career at the intersection of enterprise commerce and practical AI working on problems that actually matter to the businesses that keep supply chains distribution and retail networks moving.

• A career with thought leaders who have literally written books on digital commerce marketplace and AI best practices and who are first movers deploying new business models and strategies worldwide.
• A career in the fast-paced world of B2B & B2C ecommerce digital marketplaces and platform businesses.   
• A career with first movers who are deploying new business models and strategies worldwide.  
• Senior-level influence on McFadyen Digitals service offerings go-to-market positioning and CX delivery standards.

• A flat entrepreneurial culture that rewards ownership creativity innovation risk-taking and client impact over politics and hierarchy.
• Global delivery exposure collaborating with teams in the US Brazil and India.
• A leadership team that trusts capable people to lead execute and make things better.

Additional Information :

Our Core Values:  Proactive Empowering Clients Adaptable Caring  

Keywords: B2B ecommerce Retail ecommerce Customer Experience (CX) Leadership  Strategy Strategic Analysis Strategic Planning Digital Transformation Conversion Rate Optimization (CRO) AEO/GEO Digital Commerce Strategy Buyer Journey Design AI-Driven Experience & Marketing Digital Commerce Journey Mapping Omnichannel Personalization Agency / Consulting Adobe Commerce / Magento.

eCommerce & Marketplace Platforms:
Adobe Commerce (Magento) Salesforce Commerce Cloud (SFCC) SAP Hybris Mirakl ChannelAdvisor IBM WebSphere Commerce BigCommerce Shopify Plus commercetools Oracle Commerce Elastic Path Spryker

Technology & Tools:
CRM (Salesforce) SaaS Sales PIM (Product Information Management) CPQ (Configure Price Quote) CMS (Content Management Systems) OMS (Order Management Systems) ERP (Enterprise Resource Planning) BI Tools (Business Intelligence)
 

McFadyen Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color age religion sex sexual orientation gender identity / expression national origin disability protected veteran status or any other characteristic protected under federal state or local law where applicable.

Remote Work :

Yes

Employment Type :

Full-time