Digital Strategy Lead

About Us

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion’s culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in‑office workdays.

We’re hiring for a Senior Lead to define and execute Notion’s CX Digital Strategy across the post‑sales journey. This role operates like a product leader for digital CX: owning the strategy, roadmap, and outcomes for our scalable customer experiences across channels such as Help Center, Chatbot/AI, in‑product education, lifecycle, and social. You’ll orchestrate a cross‑functional pod spanning User Operations, Direct Support, Rev Ops, Marketing, and CX Engineering to deliver an industry‑leading, AI‑powered support experience that measurably improves self‑serve resolution, CSAT, FRT/SLA adherence, and cost to serve.

This is a highly strategic, hands‑on role for someone who thinks like a PM, partners deeply across the business, and is energized by building systems and programs and influencing stakeholders across the organization to drive results.

• Define the multi‑quarter digital CX strategy and roadmap for the post‑sales journey, aligning goals and investments across channels and surfaces.
• Stand up and lead a cross‑functional operating pod across Technical and Go‑To‑Market teams to execute the roadmap, establishing clear ownership, rituals, and decision frameworks.
• Drive measurable improvements in self‑service resolution, deflection, and customer education quality through Help Center, AI chatbot, in‑product guidance, and lifecycle surfaces.
• Partner with CX Engineering and Business Technology on the evaluation and implementation of automation and AI capabilities, ensuring effective routing, intent coverage, and quality.
• Drive partnership with and influence Product, Engineering and Design to push core product and AI enhancements in line with the Digital Strategy and overall customer experience.
• Establish KPI frameworks that ladder up to CX and company goals. Instrument, monitor, and report progress with tight feedback loops to Direct Support and User Operations.
• Shape the channel strategy and division of responsibilities between strategy roles and content/enablement teams so creators can execute efficiently at scale.
• Champion a global approach to digital CX, coordinating with regional leaders to protect SLAs and deliver consistent experiences across AMER, EMEA, and APAC.
• Create the operating plan for the next 12 months, including experimentation areas, contractor resourcing as needed, and a view of potential team evolution in 12–18 months.

• Own the end‑to‑end digital CX strategy for post‑sales, spanning Help Center, AI chatbot, in‑product education, lifecycle, and social support touch points.
• Translate vision into a prioritized, data‑informed roadmap with clear success metrics and experiment design.
• Build and run a cross‑functional program: establish intake, prioritization, and cross‑team operating cadences with User Ops, Direct Support, Rev Ops, Marketing, Product Ops, and CX Engineering.
• Partner with Product Education and CX Enablement to ensure a content pipeline that powers external and internal experiences without duplication.
• Improve customer journeys via funnel mapping and journey analytics. Identify gaps and remove friction across discovery, self‑serve, and assisted support.
• Collaborate with Rev Ops on segmentation, targeting, and measurement to ensure digital motions support acquisition, retention, expansion, and referral.
• Coordinate with regional support leaders to protect first response time SLAs around events and releases, and to localize effectively.
• Maintain a…