Vice President of Digital Customer Experience Strategy

ASSA ABLOY is the global leader in access solutions, helping billions of people experience a more open world every day. Our software and digital solutions extend that mission by helping customers design, manage, secure, and optimize the buildings and spaces they depend on.

The Vice President of Digital Customer Experience Strategy is responsible for defining and advancing ASSA ABLOY's enterprise-wide digital customer experience vision. This leader identifies friction, gaps, and opportunities across the customer lifecycle and translates customer insight into strategic investments, connected experiences, and transformative digital capabilities that enable customers to engage with ASSA ABLOY as a unified ecosystem rather than a collection of individual products, platforms, brands, and business units.

Reporting directly to the President, Building Technology Solutions, this role will develop the vision, governance, and strategic roadmap for how customers discover, evaluate, specify, configure, price, order, manage, and optimize ASSA ABLOY solutions throughout the entire lifecycle.

This leader will work across Product, Technology, Sales, Marketing, Customer Success, Operations, Customer Care, Business Unit Leadership, and Corporate Functions to define future-state customer experiences and guide enterprise investments that improve customer outcomes while accelerating growth, efficiency, retention, and competitive differentiation.

The role requires a deep understanding of customer workflows, digital product ecosystems, platform strategy, and business transformation. Success will be measured by the simplification of customer journeys, increased digital adoption, improved operational efficiency, greater ecosystem connectivity, and the ability to uncover new opportunities for growth through customer insight.

This position may sit in Phoenix, AZ OR Austin, TX reporting to the President of Building Technology Solutions.

• Define and lead the vision, strategy, and roadmap for the end-to-end digital customer experience aligned with business objectives
• Develop a deep understanding of customer workflows, needs, and challenges across the specification, purchase, deployment, and management lifecycle
• Establish a holistic view of customer journeys across websites, software platforms, customer portals, integrations, mobile applications, and digital services
• Identify friction points and opportunities to simplify, streamline, and improve customer interactions across digital channels
• Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to align investments around customer and business outcomes
• Serve as the executive advocate for customer-centric decision-making across the organization
• Drive a unified experience strategy, ensuring customers experience a connected ecosystem rather than individual products
• Translate customer insights, market trends, and competitive intelligence into strategic recommendations and investment priorities
• Establish governance, standards, and best practices for digital experiences across ASSA ABLOY's software solution portfolio and digital touchpoints
• Champion user-centered design principles, usability, accessibility, and workflow optimization throughout product development
• Focus on front-end design and development processes and can tie together human behavior, business strategy and technology
• Leverage data, analytics, and customer research to guide prioritization and continuous improvement efforts
• Identify opportunities to create new value through AI, automation, integrations, data services, and emerging digital technologies
• Influence product, platform, and acquisition strategies by representing the voice of the customer and the realities of…