UX & Digital Experience Lead - Main Library

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Full Time Professionals Columbus, OH, US

Job Title:UX & Digital Experience Lead (40 hrs./Exempt/Full
-time)
Location: Marketing - Main Library (on-site)
Pay Range:$67,496-$113,776 (commensurate with experience)

Note:For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy

Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness
  .
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

The UX & Digital Experience Lead is responsible for the customer experience across Columbus Metropolitan Library's digital channels, including the public website, employee intranet, and mobile app. This new role ensures CML's digital experiences are intuitive, accessible, customer-centered, and aligned with organizational goals. The UX & Digital Experience Lead measures the effectiveness of digital channels, interprets customer behavior, and uses analytics, user research, and customer feedback to make data-informed recommendations that improve customer outcomes.

Working closely with IT, Insights, and departments across the organization, the UX & Digital Experience Lead helps to shape digital strategy, prioritize enhancements, and ensure a consistent, high-quality experience for customers and staff.

• Serves as CML’s subject matter expert on digital experience, using analytics, customer feedback, usability research, and industry best practices to identify opportunities, prioritize enhancements, and guide decision-making.
• Serves as the day-to-day business lead for CML's public website, employee intranet, and mobile app, ensuring digital experiences are effectively managed, maintained, and continuously improved.
• Accountable for the performance of CML's digital channels through establishing key performance indicators (KPIs), monitoring trends, tracking and reporting metrics, and using analytics to make recommendations that improve the customer experience.
• Partners closely with IT and website vendor on website governance, platform enhancements, AI initiatives, accessibility standards, content governance, and long‑term digital strategy.
• Partners with the Insights team to analyze customer research, website analytics, search behavior, and voice‑of‑customer data, translating findings into actionable improvements.
• Works collaboratively with fellow Marketing team members, Public…