Vice President Digital Customer Experience

Description:

As the Vice President, Digital Customer Experience you will be responsible for:

Digital Strategy : Develop and implement a comprehensive digital customer experience strategy that empowers the company's vision as a cohesive automation technology provider while enabling our business group’s engagement and commerce objectives.
Customer-Centric Innovation : Identify and implement innovative digital solutions and technologies that enhance the customer experience, ensuring ease of use, personalization, and efficiency.
Team Leadership: Lead and inspire a multi-discipline global team of digital experts, including UX/UI designers, digital marketers, data analysts, and content / catalog orchestrators while fostering a high-performance culture of collaboration, innovation, and customer-centricity. Work closely with the Enterprise IT function to implement new digital customer experience initiatives, integrate technologies, and enhance platforms, ensuring alignment and smooth implementation of technology solutions.
Governance Leadership : Chair the digital governance model, and the various sub-committees, to drive a cohesive and aligned process for enterprise service enablement and business continuity of activation and outcome delivery.
Customer Journey Mapping : Create and lead customer journey maps, focusing on pain points, touchpoints, collaborating with product development, marketing, sales, customer service, and technology teams. Establish a unified approach to uncover opportunities for improvement and deliver a seamless customer experience across varied methods to market and business revenue models.
Data-Driven Decision Making : Leverage data and analytics to gain insights into customer behaviors and preferences, using this information to advise stakeholders and influencers to refine strategies and enhance the customer experience and improve engagement, satisfaction, and conversion rates. continually.
Multi-Channel Integration: Oversee the integration of digital solutions across various platforms, ensuring a consistent and coherent customer experience across all touchpoints, including web, mobile, social media, and more. Represent the business groups as the customer advocate and business process enablement champion in concert with your peers in the Enterprise IT service organization.
Technology Partnerships : Collaborate with external technology partners, vendors, and service providers to stay up to date with emerging digital trends and technologies. Proactively identify and leverage opportunities to enhance the company’s digital presence and offerings.
Budget Management : Manage and allocate the budget effectively to achieve desired digital customer experience outcomes while ensuring cost efficiency.
Compliance and Security : Ensure all digital customer interactions meet regulatory requirements and maintain a high level of security and data privacy in close coordination with Emerson IT, CISO, and vendor recommendations.
KPI Monitoring : Define key performance indicators (KPIs) to measure the effectiveness of digital customer experience initiatives, the stability and performance of the service at scale, benchmark competitors and other industry leaders. Regularly report progress and recommend actionable insights for improvement to the executive team. Analyze and evaluate customer interactions, feedback, and data to identify opportunities for enhancing digital customer experience and improve engagement, satisfaction, and conversion rates.
Marketing Leadership Team Engagement : Work closely with the CMO and marketing leadership to align digital customer experience strategy with overall marketing goals and deliver consistent brand messages across all customer touchpoints.
Additional Position Information/Details

Required Education & Experience:
Bachelor’s degree in a relevant field related to digital customer interactions.
Five to ten years of related experience in leadership role being responsible for digital customer experience in a corporate setting.
Proven track record of successful digital transformation initiatives.
Demonstrates inclusive leadership; builds teams with varied strength s, understands unique contributions, and empowers to unlock others full potential to contribute towards the goal.
Broad understanding of digital marketing, UI/UX design, customer engagement, implementation, and digital technology trends.
Proficiency in managing cutting-edge Digital Customer Experience technologies, including Content Management Systems (CMS) and E-commerce platforms. Additionally, expertise in Customer Relationship Management (CRM) systems and Marketing Automation tools.
Demonstrate strong critical thinking and problem-solving skills. Must have excellent analytical and data-driven decision-making skills with the ability to translate data and insights into actionable plans.
Knowledge of regulatory and personal / consumer privacy requirements related to digital customer interactions.
Strong communication (written/verbal) skills to work with senior and executive-level stakeholders across various geographies, including logically structuring and delivering presentations.
Experience with managing and developing high-performing teams.
Demonstrated ability to influence and collaborate cross-functionally at all organizational levels.
Strong project management skills: ability to manage multiple projects, priorities, and deadlines in a fast-paced environment.