Director, Digital Experience – OMNI
Staples Promotional Products
full-time
Posted on:
Location Type: Hybrid
Location: Framingham • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Define and drive the digital CX strategy across Staples.com and stores, aligning with enterprise growth objectives.
- Serve as a senior business partner to Category Merchandising teams, ensuring Omni priorities are supported by strong digital experiences.
- Balance seasonal category execution (campaigns, launches, promotions) with longer-term CX innovation and journey improvements.
- Act as VOC (Voice of Customer) and FullStory champion, embedding customer insights and behavioral analytics into decision-making.
- Own funnel reporting and performance measurement in partnership with Analytics, translating insights into clear business actions.
- Lead and influence A/B testing and optimization roadmaps to improve conversion, AOV, and customer satisfaction.
- Partner with Product, Marketing, Creative, UX and Technology leaders to define requirements and deliver Omni CX solutions.
- Ensure digital initiatives and seasonal campaigns are integrated and consistent across Staples.com and stores.
- Provide executive-level communication on CX priorities, roadmap alignment, and business impact.
- Lead and grow a team of desk leads and associates who provide digital support for merchandising categories.
- Foster a culture of accountability, collaboration, and innovation, while developing talent to take on broader ownership.
- Empower the team to flawlessly execute category priorities while advancing long-term CX improvements.
Requirements
- 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.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
digital CX strategyfunnel analyticsA/B testingoptimizationdigital merchandisingcustomer experience initiativesbehavioral analyticsperformance measurementOmni channel integrationcampaign execution
Soft skills
leadershipcommunicationcollaborationaccountabilityentrepreneurial spiritteam developmentinfluenceinnovationresults-drivencustomer advocacy
Certifications
BA/BS degreeMBA