Digital Customer Experience Platform Leader

Job Description

Location:

Morris Plains

Reports to:

Sr. IT Director (dotted line to Commercial and Supply Chain leadership)

Level: Director

The Digital Customer Experience (DCX) Platform Leader is responsible for transforming how Solstice Advanced Materials engages customers across digital channels for all touchpoints from technical discovery and specification through ordering, delivery, and support. This role will optimize the customer experience for a complex advanced materials portfolio, enabling customers to engage with Solstice more easily, intelligently, and predictably while improving commercial effectiveness and operational efficiency.

The DCX Leader partners closely with Commercial, Marketing, Supply Chain, R&D, and IT to deliver AI‑enabled, data‑driven, and scalable digital experiences that support growth and differentiation. We seek candidates who not only bring exceptional technical capability but also demonstrate ownership, collaboration, integrity, continuous learning, and strong communication.

• Simplify how customers discover, specify, order, and support Solstice materials
• Enable self‑service and AI‑assisted technical and commercial interactions
• Improve customer satisfaction, retention, and share of wallet
• Reduce friction and manual effort across sales, service, and supply chain
• Translate customer needs into scalable digital capabilities that support growth

• 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 the 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

• 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

• Deep customer empathy in technical B2B environments
• Strong commercial and operational acumen; ability to translate science and complexity into simplicity for customers
• Demonstrates learning agility, actively seeking feedback from business partners, peers, and teams. Curious and oriented to a growth mindset.
• Uses data, retrospectives, and post‑incident reviews to improve platforms, delivery models, and operating discipline.
• Invests personally and organizationally in modern skills (cloud, data, cybersecurity, AI, OT/IT convergence) with strong focus on attracting and developing top talent. Has history of developing future leaders.
• Leads with respect, transparency, and authenticity, especially during change or disruption. Maturity to adapt leadership style to situation and organization needs.
• Encourages experimentation while balancing operational stability.

• Customers can quickly find, specify, and order the right materials, making E2E…