Job Description
The Director, Digital Customer Experience (Digital CX) leads a team of desk leads and associates responsible for shaping and executing the Omni shopping experience across Staples.com and our stores. Acting as a senior partner to Category Merchandising leaders, this role ensures customer insights, analytics, and digital best practices are applied to deliver a seamless, high-impact experience that drives sales, conversion, and customer loyalty.
This role combines the art of customer experience - understanding behaviors, anticipating needs, and creating intuitive journeys - with the science of digital optimization through analytics, testing, and data-driven decision making. The Director must balance creativity and empathy with rigor and discipline to unlock measurable growth while elevating the customer experience.
As a senior leader within the Digital Experience organization, the Director drives prioritization and execution of the CX roadmap, balancing seasonal category needs with long-term journey improvements. They champion the customer voice, oversee funnel performance and testing, and foster cross-functional collaboration with Product, Marketing, Creative, UX and Technology teams.
The ideal candidate is an experienced people leader with deep eCommerce and Omni expertise, proven ability to translate data into action, and a track record of building strong partnerships across a matrixed organization. They will inspire and grow their team of desk leads to deliver outstanding category support and measurable business results.
Primary Responsibilities
• Omni Strategy & Leadership
o Define and drive the digital CX strategy across Staples.com and stores, aligning with enterprise growth objectives.
o Serve as a senior business partner to Category Merchandising teams, ensuring Omni priorities are supported by strong digital experiences.
o Balance seasonal category execution (campaigns, launches, promotions) with longer-term CX innovation and journey improvements.
• Customer & Analytics Expertise
o Act as VOC (Voice of Customer) and FullStory champion, embedding customer insights and behavioral analytics into decision-making.
o Own funnel reporting and performance measurement in partnership with Analytics, translating insights into clear business actions.
o Lead and influence A/B testing and optimization roadmaps to improve conversion, AOV, and customer satisfaction.
• Cross-Functional Collaboration
o Partner with Product, Marketing, Creative, UX and Technology leaders to define requirements and deliver Omni CX solutions.
o Ensure digital initiatives and seasonal campaigns are integrated and consistent across Staples.com and stores.
o Provide executive-level communication on CX priorities, roadmap alignment, and business impact.
• Team Leadership & Development
o Lead and grow a team of desk leads and associates who provide digital support for merchandising categories.
o Foster a culture of accountability, collaboration, and innovation, while developing talent to take on broader ownership.
o Empower the team to flawlessly execute category priorities while advancing long-term CX improvements.
Skills:
• Balanced Art & Science: Blends creativity in customer experience design with rigor in analytics and data-driven decision making.
• Customer Focused: Deep passion for understanding customer needs and delivering frictionless Omni experiences.
• Strategic & Analytical: Proven ability to translate insights and analytics into actionable strategies and measurable results.
• Collaborative Leadership: Skilled at influencing senior leaders and aligning across a highly matrixed organization.
• Operational Excellence: Comfortable balancing category-specific seasonal priorities with enterprise CX innovation.
• Proven People Leader: Track record of developing, motivating, and inspiring high-performing teams.
• Project & Execution Strength: Ability to manage many projects, prioritize effectively, and drive multiple threads of work to completion.
• Proactive Communicator: Comfortable assessing the need for immediate action and communicating with clarity across functions.
• Influence & Presence: Excellent verbal and written communication skills, with the ability to influence at multiple levels of the organization.
• Technical Proficiency: Strong MS Office suite skills (Excel, PowerPoint) with the ability and willingness to learn new tools, while championing onboarding and training for team members.
Qualifications
• BA/BS degree required; MBA preferred.
• 10+ years of progressive digital/eCommerce experience with significant Omni focus (site + store integration).
• Demonstrated success leading large-scale customer experience or digital product initiatives.
• Strong background in funnel analytics, testing/optimization, and digital merchandising.
• Experience partnering with senior leadership across merchandising, marketing, and technology.
• High accountability and entrepreneurial spirit. Able to drive results in a fast-paced environment.
