SUMMARY:
The Senior Director of Digital Experience is responsible for defining and executing the digital experience vision, product strategy, and multi-year roadmap that drives customer satisfaction, digital adoption, operational efficiency, and revenue growth across Motion's
digital ecosystem. This role is accountable for the customer experience, product investment strategy, and business performance of the company's digital channels. This role oversees a diverse portfolio that includes Motion's commerce platforms serving the United States, Canada, and Mexico. The Senior Director of Digital Experience leads digital product management, User Experience (UX/UI), customer insights, and experimentation functions, continuous improvement and optimization, and directs significant annual investments in digital capabilities. This role is responsible for ensuring the organization is solving the highest-value customer problems, delivering differentiated customer experiences, and maximizing the return on digital investments through customer-centric innovation, disciplined product management, and data-driven decision making.
You must be eligible to work in the US without Visa Sponsorship
JOB DUTIES
- Defines and executes the digital product vision, customer experience strategy, and multi- year roadmap across Motion's digital ecosystem.
- Owns portfolio prioritization and investment decisions across commerce, self-service, content management, commercial platforms, mobile experiences, and emerging digital capabilities.
- Establishes product management standards, governance processes, roadmapping practices, and performance measurement frameworks.
- Partners with executive leadership to align digital investments with enterprise growth objectives and customer experience goals.
- Leads product management teams responsible for: Product discovery, search, browse, cart, checkout, and ordering experiences; Account management, registration, authentication, and self-service capabilities; Digital procurement integrations and customer purchasing workflows; Contract pricing, approvals, permissions, and account- specific experiences; Content management systems and digital publishing platforms;
- Customer-facing commercial platforms, sales enablement tools, and operational applications.
- Evaluates emerging technologies, market trends, and competitive capabilities to identify future growth opportunities.
- Ensures roadmap investments deliver measurable customer value, business impact, and return on investment.
- Owns the end-to-end customer experience strategy across all customer-facing and customer-facing digital touchpoints.
- Defines and evolves the future-state customer journey, ensuring experiences are intuitive, efficient, and aligned with customer needs.
- Leads UX/UI design, journey mapping, service design, design systems, accessibility standards, and experience governance.
- Establishes and maintains design principles, standards, and component libraries that ensure consistency, scalability, and usability across all platforms.
- Conducts design reviews and ensures all new capabilities meet customer experience and usability standards before release.
- Champions user-centered design practices that balance customer needs, business objectives, and technical feasibility.
- Leads customer research, usability testing, journey analytics, behavioral analysis, and market intelligence programs.
- Translates customer insights and user behavior into actionable recommendations that improve customer experience and business performance.
- Owns experimentation, A/B testing, personalization, and conversion optimization programs.
- Identifies and eliminates friction points impacting customer adoption, engagement, conversion, and retention.
- Establishes measurement frameworks that validate product investments and quantify customer and business impact.
- Promotes a culture of evidence-based decision making through customer insights, analytics, and experimentation.
- Creates interactive representations of a digital experience so teams can test concepts, validate customer needs, and refine solutions before investing in full development.
- Responsible for building and maintaining an eCommerce experience that can deliver transformative growth in a highly competitive industrial distribution market.
- Builds, governs, and continuously evolves the enterprise design system, including reusable components, interaction patterns, and UX standards that ensure consistent, scalable, and high-quality digital experiences across all customer touchpoints.
- Builds and leads high-performing Product Management, UX, Customer Insights, and Optimization teams.
- Establishes organizational structures, operating models, governance processes, and prioritization frameworks that support growth and execution excellence.
- Partners closely with Technology, Operations, Marketing, Sales, Customer Success, and Executive Leadership to align strategy and execution.
- Partners with business and technology stakeholders to develop test scenarios, execute user acceptance testing (UAT), and verify system readiness for production.
- Leads cross-functional prioritization and investment decisions to ensure resources are focused on the highest-value opportunities.
- Manages budgets, resources, vendor relationships, and investment priorities to maximize business value. Fosters a culture of innovation, accountability, customer-centricity, and continuous improvement.
- Develops future leaders and strengthen product management and customer experience capabilities across the organization.
- Performs other duties as assigned.
EDUCATION & EXPERIENCE
- Typically requires a bachelor's degree in a related field and fifteen (15) or more years of related experience or an equivalent combination.
KNOWLEDGE, SKILLS, ABILITIES
- Deep expertise in digital product management, customer experience, UX/UI design, user- centered design, digital commerce, and experience optimization.
- Proven success leading large-scale digital product portfolios and customer experience strategies that drive measurable customer and business outcomes.
- Experience managing product roadmaps across commerce, self-service, procurement integrations, content platforms, mobile experiences, and commercial applications.
- Strong understanding of customer research, usability testing, journey analytics, experimentation, personalization, and data-driven decision making.
- Demonstrated ability to translate customer needs, market opportunities, and business objectives into high-impact product investments and differentiated experiences.
- Strong strategic thinking, portfolio management, prioritization, and investment planning capabilities.
- Experience leading cross-functional teams and influencing stakeholders across Product, Technology, Operations, Marketing, Sales, and Customer Success organizations.
- Proven leadership experience building and developing high-performing product, UX, and insights teams within complex, matrixed organizations.
- Strong analytical and financial acumen, including experience evaluating investment opportunities and delivering measurable return on investment.
- Excellent communication, presentation, and executive influence skills, with the ability to engage effectively with senior leaders, customers, and external partners.
- Ability to balance long-term strategic vision with near-term execution and operational excellence.
PHYSICAL DEMANDS:
LICENSES & CERTIFICATIONS:
SUPERVISORY RESPONSIBILITY:
- 5-10 Direct Reports
- 5-10 Indirect Reports
BUDGET RESPONSIBILITY: Yes
COMPANY INFORMATION:
Motion offers an excellent benefits package which includes options for healthcare coverage,401(k), tuition reimbursement, vacation, sick, and holiday pay.
