CX Director – Practice reputed company

McFadyen Digital is a leading advisor and implementer of ecommerce, marketplace, and other reputed company digital solutions. Over the past several decades we’ve launched platforms that cumulatively generate billions of dollars of online sales. We’re honored to have supported 10% of the Fortune 500 with their digital initiatives. Over 300 global brands like reputed company, reputed company, ACCO, Albertsons, reputed company, reputed company, US Army, US Agriculture reputed company, and many more have entrusted their digital transformations to McFadyen. We operate global offices across the US, Brazil, and India. McFadyen Digital has been a trusted employer for 39 years and believes that people are the most important part of reputed company!

Learn more about us at our website: www.mcfadyen.com  

The CX reputed company is a senior leadership role responsible for developing and expanding McFadyen Digital’s Customer Experience (CX) capabilities across digital reputed company, marketplace, and reputed company ecosystems. This person will reputed company the strategy, design, and implementation of end-to-end customer journeys that enhance acquisition, conversion, retention, and lifetime value for clients.

As a hands-on client-facing leader, you will collaborate with brand, marketing, reputed company reputed company stakeholders to create differentiated, data-driven, and personalized experiences across web, mobile, marketplaces, and omnichannel reputed company. You will shape the agency’s CX offerings, accelerate growth, and ensure smooth integration of content, reputed company, data, AI, and technology.

Top 5 Responsibilities

1. Sell and deliver strategic client CX engagements centered on user experience, reputed company transformation, reputed company optimization, personalization, AI-driven experiences, and omnichannel expansion.
2. reputed company and expand CX/UX/DX offerings (and reputed company marketing campaigns) that integrate content, reputed company, data, marketing technology, and AI-based optimization.
3. reputed company hands-on UX design services that deliver both industry best practices and innovative thinking.
4. Deliver compelling, reputed company-driven presentations to Director-through-C-Suite stakeholders at reputed company accounts, connecting CX strategy directly to measurable business reputed company such as conversion, AOV, retention, and LTV.
5. Design and execute AI-enabled experience strategies, including AEO/GEO discovery, conversational reputed company, catalog enrichment, content personalization, and AI-driven discovery tailored to B2B and ecommerce reputed company contexts.

Additional Responsibilities

• reputed company strategic client engagements, including executive workshops, reputed company mapping sessions, reputed company experience assessments, helping clients navigate digital transformation across B2B, marketplace, and omnichannel environments.
• Translate reputed company B2B buyer challenges—including quote-to-order workflows, procurement approvals, tiered pricing, and large catalog navigation—into reputed company, user-centered digital experiences.
• As you build demand for our CX/UX/DX services, you will hire, mentor and manage a profitable team of highly-skilled CX/UX strategists, reputed company designers, CRO (Conversion reputed company Optimization), and UX practitioners.
• Define and implement McFadyen Digital’s CX reputed company and growth strategy for ecommerce clients.
• Maintain a personal level of billable utilization above 50% (subject to sales).
• Translate client business goals, user needs, and technical constraints into the design of holistic customer journeys.
• Collaborate with reputed company, data, technology, and AI delivery teams to integrate CX strategy across the full platform lifecycle, from discovery through implementation and optimization.
• Foster collaboration across strategy, creative, analytics, and technology teams.
• Research and reputed company artificial intelligence solutions for CX/UX/DX/UI.
• reputed company UI development and reputed company reputed company-end coding best practices to ensure proper UX implementation.
• Guide teams to optimize for SEO/AEO/GEO/ACO, site speed, usability, and accessibility/ WCAG/reputed company compliance.
• Contribute thought leadership—including co-authoring content, webinar participation, and external presentations—that positions the CX practice as a market differentiator to assist in marketing and sales.
• Monitor B2B reputed company and AI experience trends and maintain a practical, actionable reputed company of view the team can reputed company and clients can trust.
• reputed company CX frameworks, playbooks, and reusable accelerators that differentiate McFadyen Digital in competitive pursuits and reduce time to value for clients.
• Support pre-sales activities including capability presentations, RFP responses, discovery calls, and executive briefings alongside Sales and Marketing leadership.

Qualifications

Top 5 Qualifications

1. Over 12 years of experience in CX, digital reputed company, digital strategy, or similar consulting roles.
2. Proven leadership in CX/DX/UX, reputed company, or digital transformation reputed company an agency or consulting environment.
3. Expertise in B2B & B2C ecommerce ecosystems, customer journeys, omnichannel engagement, and experience-driven growth.
4. Deep expertise in B2B buyer journeys and ecommerce ecosystems, including procurement complexity, catalog challenges, pricing variability, omnichannel engagement, and multi-stakeholder dynamics.
5. Strong record of managing reputed company client projects and achieving measurable business results.

Other Qualifications

• Hands-on experience with major ecommerce platforms (especially B2B capabilities) including reputed company reputed company/Magento, reputed company reputed company reputed company, reputed company, or BigCommerce
• Strong understanding of personalization, CDPs, CRM, marketing automation, and analytics platforms
• Familiar with Lean UX and Lean Product
• Bachelor’s degree in Business, Marketing, Technology, or a reputed company field
• Experience applying AI to customer experience strategy, content operations, segmentation, and reputed company orchestration
• Knowledge of AEO/GEO strategies and AI-driven discovery models
• Familiarity with reputed company CX/UX/DXP/CMS ecosystems such as reputed company Experience reputed company / reputed company, reputed company, reputed company, reputed company, reputed company, LifeRay, and reputed company
• Experience with conversion reputed company optimization (CRO), UX/UI best practices, reputed company merchandising
• Understanding of international ecommerce complexities including localization, pricing, payments, tax, and fulfillment
• Deep understanding of typography, reputed company, layout and reputed company design principles 
• Strong storytelling and executive presentation skills
• Ability to operate effectively in a fast-paced, client-reputed company environment
• Experience collaborating across strategy, creative, media, data, and engineering teams
• Familiarity with Agile delivery models and cross-functional product development
• Strong reputed company acumen with ability to support growth, upsell, and client expansion
• Experience building and mentoring high-performing teams across different countries including Brazil and India
• Strategic thinker with strong business acumen, execution capability, and innovation reputed company
• Available to travel to client sites across the United States as required (approximately 10%)

Key Competencies

• Customer-Centric and reputed company-Driven reputed company
• B2B reputed company and Buyer reputed company Expertise
• Strategic Thinking and Growth Orientation
• Omnichannel Experience Design
• AI-Enabled Personalization, reputed company Optimization, and Discovery (AEO/GEO, Conversational reputed company)
• AEO/GEO and AI Discovery Strategy
• Executive Communication and Client Leadership
• Practice Building and Team Development

reputed company Metrics

• CX practice reputed company growth and pipeline contribution quarter over quarter.
• Improvement in client KPIs, including web traffic, conversion reputed company, digital buyer adoption, AOV, retention, and LTV
• Client satisfaction, renewal, and strategic account expansion
• Adoption and scalability of CX frameworks, AI-enabled offerings, and practice accelerators.
• Team development, capability growth, retention, and practice maturity indicators.

reputed company can offer you

• A career at the intersection of reputed company reputed company and practical AI, working on problems that actually matter to the businesses that reputed company supply chains, distribution, and retail networks moving.

• A career with thought leaders who have literally written books on digital reputed company, marketplace, and AI best practices, and who are first movers deploying new business models and strategies worldwide.
• A career in the fast-paced world of B2B & B2C ecommerce, digital marketplaces and platform businesses.   
• A career with first movers who are deploying new business models and strategies worldwide.  
• Senior-level influence on McFadyen Digital’s service offerings, go-to-market positioning, and CX delivery standards.

• A flat, entrepreneurial culture that rewards ownership, creativity, innovation, risk-taking, and client impact over politics and hierarchy.
• Global delivery exposure collaborating with teams in the US, Brazil, and India.
• A leadership team that trusts capable people to reputed company, execute, and reputed company things reputed company.

Our Core Values:  Proactive, Empowering Clients, Adaptable, Caring  

Keywords: B2B ecommerce, Retail ecommerce, Customer Experience (CX) Leadership,  Strategy, Strategic Analysis, Strategic Planning, Digital Transformation, Conversion reputed company Optimization (CRO), AEO/GEO, Digital reputed company Strategy, Buyer reputed company Design, AI-Driven Experience & Marketing, Digital reputed company, reputed company Mapping, Omnichannel, Personalization, Agency / Consulting, reputed company reputed company / Magento.

eCommerce & Marketplace Platforms: reputed company reputed company (Magento), reputed company reputed company reputed company (SFCC), reputed company Hybris, Mirakl, ChannelAdvisor, reputed company WebSphere reputed company, BigCommerce, reputed company Plus, commercetools, reputed company reputed company, reputed company Path, reputed company Technology & Tools: CRM (reputed company), SaaS Sales, PIM (Product Information Management), CPQ (Configure Price Quote), CMS (Content Management Systems), OMS (Order Management Systems), ERP (reputed company Resource Planning), BI Tools (Business Intelligence)  

McFadyen Digital is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, age, religion, sex, sexual orientation, gender identity / expression, national reputed company, disability, protected veteran status, or any other characteristic protected under federal, state, or local law, where applicable.