Digital Customer Experience Platform Leader

Responsibilities

• Lead Solstice’s digital customer experience strategy aligned to commercial growth, operational scalability, and customer centricity
• Develop and lead a multi-year, value-based digital roadmap
• Be a People-Centered Leader, building an inclusive, engaging, and high-performance team; leading with empathy and accountability, and investing in team development
• Own and redesign end-to-end customer journeys to identify and reduce friction points, redesigning journeys to be simpler, faster, and more predictable, while preserving consultative nature of technical sales
• Evolve customer-facing digital platforms integrated with ERP, CRM, supply chain, quality, and product systems. Ensure platforms are secure and scalable
• Lead AI-enabled customer engagement while ensuring IP protection, data security, and regulatory compliance to improve the seller’s experience
• Define and drive success metrics, own business cases, and drive adoption through enablement and change management

• Bachelor’s degree required; advanced degree preferred
• 10+ years of experience in digital customer experience, commercial transformation, or product management
• Proven success delivering customer-facing digital platforms in complex B2B or industrial environments
• Strong understanding of CRM, ERP, order-to-cash processes, and technical product information management
• Demonstrated ability to lead cross-functional initiatives through influence
• Highly Desirable:
  Experience in advanced materials, chemicals, industrial manufacturing, or engineered products;
  Familiarity with specification-driven sales and technical customer engagement;
  Practical experience applying AI and analytics to customer use cases;
  Experience partnering closely with R&D and manufacturing teams