VP, Customer Digital Experience (CDX)
Full-time opportunity
Raleigh, NC
SMART IT People has an exciting full-time opportunity for a Vice President, Customer Digital Experience (CDX) to join a global company based in Raleigh, NC. This executive role is responsible for defining and delivering a globally consistent, journey led digital experience for our client's customers bringing consumer grade journey discipline and marketing rigor into a regulated life sciences environment, ensuring that digital experiences are intuitive, connected, and deliver measurable business impact, including engagement, growth, efficiency and loyalty.
Required skills:
- Bachelor of Arts (B.A.), Marketing, Digital Marketing, Business Administration or similiar field
- 15+ years of experience in customer digital experience, digital transformation, product, or CX leadership
- Strong background in consumer, retail, or FMCG environments, with demonstrated excellence in customer journey design
Desired skills:
- MBA
- Experience translating consumer-grade digital practices into regulated industries (life sciences, healthcare, financial services, or similar)
Job description:
Customer Journey Strategy & Vision
- Define and own the global Customer Digital Experience multi-year strategy, vision and roadmap, grounded in customer journeys rather than individual platforms or channels
- Establish experience design principles that reflect the brand, values, and customer promise
- Champion a journey first mindset, leveraging retail and consumer best practices adapted for a regulated environment
- Serve as executive sponsor for global customer digital initiatives ensuring alignment with brand, commercial, and enterprise priorities.
End to End Journey Ownership
- Own end-to-end customer journey strategy and performance, including prioritization, sequencing of improvements, and outcome accountability.
- Lead the design and optimization of end-to-end customer journeys
- Identify “moments that matter” and friction points using customer insights, data, and research
- Ensure journeys are consistent across digital, field, marketing, and service interactions
- Drive continuous enterprise-scale journey improvement through test and learn practices, scaling successful models across regions and brands.
Digital Channels, Platforms & Ecosystem
- Provide strategic leadership across customer facing digital ecosystem (e.g., portals, learning platforms, marketing experiences, service tools)
- Partner closely with IT, Marketing, Commercial, and Data teams to shape platform strategy, integration, and modernization
- Influence vendor selection and roadmap decisions to support journey based outcomes
- Ensure scalability, reliability, and usability across regions and brands
Marketing Led Engagement & Adoption
- Apply consumer and FMCG marketing discipline to digital experience design
- Partner with Brand and Commercial teams to embed digital experience into go to market strategies
- Ensure digital experiences meaningfully reshape and elevate field-based and relationship-driven commercial models, rather than merely complementing them.
Measurement, Insights & Performance
- Define and own the global CDX measurement framework, linking customer experience to growth, retention, efficiency and brand outcomes. This includes: Engagement and adoption metrics, journey effectiveness and drop off, satisfaction and effort, contribution to growth, retention and efficiency.
- Use analytics to prioritize investments and guide decision making
- Regularly report progress and outcomes to executive leadership
Operating Model, Governance & Leadership
- Define and govern a global CDX measurement operating model, with clear ownership, performance accountability, governance, and prioritization across functions.
- Lead and develop a high performing, global CDX team, building succession depth and enterprise capability.
- Influence without authority across Marketing, Commercial, IT, Customer Service, Legal, and regional organizations
- Ensure global consistency with appropriate local flexibility
Risk, Quality & Regulatory Partnership
- Own the enterprise CDX risk posture, ensuring customer experiences meet regulatory, medical and legal standards without compromising usability and speed.
- Partner closely with Legal, Regulatory, and Compliance.
- Embed appropriate content governance and review processes without compromising usability or speed.
Global Scope & Role Positioning
- Global, multi region, multi brand
- Reports to CMO, Chief Digital Office or Chief Commercial Office
- Key Partners: Marketing, Commercial, IT, Customer Experience, Data & Analytics, Legal/Compliance, Regional Leadership
To apply, please send your resume in MS Word to: alice@smart-itpeople.com with job title in subject line.