Vice President of Digital Customer Experience Strategy
Technology, Data & Digital · Product & Design · Product Management · UI/UX Design · Digital Marketing
In short
ASSA ABLOY seeks a Vice President of Digital Customer Experience Strategy to define and advance the company's enterprise-wide digital customer experience vision. This role will develop the strategy and roadmap for customer engagement across the entire lifecycle, focusing on simplifying journeys and driving digital adoption.
Success will be measured by improved customer outcomes, increased digital adoption, enhanced operational efficiency, and growth opportunities identified through customer insight.
Responsibilities
- Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience aligned with business objectives
- Develop a deep understanding of customer workflows, needs, and challenges across the specification, purchase, deployment, and management lifecycle
- Establish a holistic view of customer journeys across websites, software platforms, customer portals, integrations, mobile applications, and digital services
- Identify friction points and opportunities to simplify, streamline, and improve customer interactions across digital channels
- Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to align investments around customer and business outcomes
- Serve as the executive advocate for customer-centric decision-making across the organization
- Drive a unified experience strategy, ensuring customers experience a connected ecosystem rather than individual products
- Translate customer insights, market trends, and competitive intelligence into strategic recommendations and investment priorities
- Establish governance, standards, and best practices for digital experiences across ASSA ABLOY’s software solution portfolio and digital touchpoints
- Champion user-centered design principles, usability, accessibility, and workflow optimization throughout product development
- Focus on front-end design and development processes and can tie together human behavior, business strategy and technology
- Leverage data, analytics, and customer research to guide prioritization and continuous improvement efforts
- Identify opportunities to create new value through AI, automation, integrations, data services, and emerging digital technologies
- Influence product, platform, and acquisition strategies by representing the voice of the customer and the realities of customer workflows
- Work closely with business unit leaders to ensure digital initiatives support growth, adoption, operational efficiency, and competitive differentiation
- Communicate digital experience priorities, opportunities, and outcomes to executive leadership and key stakeholders
Requirements
- Bachelor’s degree in digital strategy, customer experience, human-computer interaction, interaction design, information architecture, digital media or related field.
- 15+ years of progressive leadership experience in digital experience, digital transformation, customer experience, product management, or related fields.
- Experience leading enterprise-scale transformation across multiple business units.
- Demonstrated success improving customer engagement, digital adoption, and business outcomes.
- Proven ability to influence executive stakeholders and drive changes in complex organizations.
Desired Qualifications
- Master's degree or equivalent leadership experience preferred.
- Exceptionally customer-obsessed but strategically minded around customer behavior, workflows and needs.
- Can identify customer experience gaps and opportunities that others overlook.
- Comfortable navigating both executive conversations and detailed customer workflows.
- Experienced in digital transformation, platform strategies, product ecosystems, and customer journey design.
- A systems thinker who sees connections across products, teams, data, and processes.
- Able to influence without direct authority across complex organizations.
- Passionate about turning customer insight into business growth and competitive differentiation.
- A visionary who can translate customer insight into enterprise transformation.
Benefits
- Bonus eligible.
- Medical, Dental, Vision along with various plan options to choose from.
- Continuous professional development opportunities and an environment that fosters internal growth and mobility.
- Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
- Generous holiday schedule and paid time off to refresh and recharge.
- Employee pricing on our products and discount programs for travel, entertainment, and more
#digital customer experience#strategy#customer lifecycle#digital capabilities#customer insight#product#technology#sales#marketing#customer success#operations#customer care#business unit leadership#enterprise-wide#ASSA ABLOY
About ASSA ABLOY Group
Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…
Company
ASSA ABLOY GroupJob Posted
2 weeks ago
Expires
in 2 weeks
Employment Type
Full Time
Work mode
Hybrid
Experience Level
Director
Locations
Phoenix, United States
Austin, United States
Qualification
Bachelor, Master
Applicants
Be an early applicant
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