Digital Experience Lead

Built on service. Powered by people.

Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

We're looking for a Digital Experience Lead to own the full lifecycle of client engagement within our Digital Experience department — from initial discovery through delivery and long-term success.

This role sits at the intersection of UX strategy, account ownership, and execution. You'll work on a team spanning UX/UI design, web development, content, and digital strategy — translating client goals into clear briefs, guiding design thinking, and ensuring work moves from concept to completion without losing momentum or fidelity.

Our North Star:
Client Centricity.

• Own the end-to-end client engagement process from first conversation through delivery and ongoing customer success
• Talk directly with clients, understand their goals, set expectations, and manage the relationship throughout the website process
• Navigating AI workflows and implementing new solutions to increase outputs
• Apply UX/UI best practices and design thinking to evaluate deliverables and direct creative work
• Conduct research independently when agents or team members do not produce what is needed
• Build proof of concepts and working prototypes to unblock progress or demonstrate strategic direction
• Translate client needs into clear briefs for developers, content strategists, and AI agents
• Cover skill gaps for other generalists across design, content, strategy, and analytics
• QA all outputs at every stage. Ensure design, content, and strategy meet client standards before delivery
• Own customer success metrics —, adoption, satisfaction, and website improvement results
• Identify where the process is breaking down and implement plans for improvement
• Assist internal teams with quarterly reporting efforts focused on website optimizations and improvements

• 3+ years of experience in UX/UI design, digital strategy, or client-facing account management — preferably within an agency or digital services environment
• Strong understanding of UX/UI design principles, design systems, and user experience best practices
• Proficiency or working knowledge of design tools such as Figma and Adobe Creative Suite
• Embracing AI solutions to assist with creative outputs and workflows
• Proficient in creating wireframes and high-fidelity designs to pass to the development team
• Comfortable talking directly with clients —, can listen, strategize, and communicate progress clearly
• Broadly capable across research, strategy, design, content, and analytics
• Knows how to work with AI agents — prompt effectively, evaluate outputs, and identify the best path forward.
• Can build a proof of concept or working prototype independently when needed
• Fills gaps without being asked — sees where the process is stalling and moves to unblock it.
• Owns the result, not just the task. Measures of success by client business outcomes
• Works well alongside other team members
• Portfolio demonstrating both design thinking and strategic or account-level problem-solving preferred

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.

Behaviors define what our values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation
  :
  We embrace change because innovation lives outside the comfort zone.
• Passion
  :
  We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty
  :
  We are fiercely transparent and consistently honest.
• Fun
  :
  We fuel…