Vice President, Customer Digital Experience

Vice President, Customer Digital Experience

VP, Customer Digital Experience (CDX)

Full-time opportunity

SMART IT People has an exciting full‑time opportunity for a Vice President, Customer Digital Experience (CDX) to join a global company based in Raleigh, NC. This executive role is responsible for defining and delivering a globally consistent, journey‑led digital experience for our client’s customers, bringing consumer‑grade journey discipline and marketing rigor into a regulated life sciences environment, ensuring that digital experiences are intuitive, connected, and deliver measurable business impact, including engagement, growth, efficiency and loyalty.

Required skills:

• Bachelor of Arts (B.A.), Marketing, Digital Marketing, Business Administration or similar field
• 15+ years of experience in customer digital experience, digital transformation, product, or CX leadership
• Strong background in consumer, retail, or FMCG environments, with demonstrated excellence in customer journey design

Desired skills:

• MBA
• Experience translating consumer‑grade digital practices into regulated industries (life sciences, healthcare, financial services, or similar)
• Define and own the global Customer Digital Experience multi‑year strategy, vision and roadmap, grounded in customer journeys rather than individual platforms or channels
• Establish experience design principles that reflect the brand, values, and customer promise
• Champion a journey‑first mindset, leveraging retail and consumer best practices adapted for a regulated environment
• Serve as executive sponsor for global customer digital initiatives ensuring alignment with brand, commercial, and enterprise priorities.

End to End Journey Ownership

• Own end‑to‑end customer journey strategy and performance, including prioritization, sequencing of improvements, and outcome accountability.
• Lead the design and optimization of end‑to‑end customer journeys
• Identify “moments that matter” and friction points using customer insights, data, and research
• Ensure journeys are consistent across digital, field, marketing, and service interactions
• Drive continuous enterprise‑scale journey improvement through test and learn practices, scaling successful models across regions and brands.

Digital Channels, Platforms & Ecosystem

• Provide strategic leadership across customer facing digital ecosystem (e.g., portals, learning platforms, marketing experiences, service tools)
• Partner closely with IT, Marketing, Commercial, and Data teams to shape platform strategy, integration, and modernization
• Influence vendor selection and roadmap decisions to support journey‑based outcomes
• Ensure scalability, reliability, and usability across regions and brands

Marketing Led Engagement & Adoption

• Apply consumer and FMCG marketing discipline to digital experience design
• Partner with Brand and Commercial teams to embed digital experience into go‑to‑market strategies
• Ensure digital experiences meaningfully reshape and elevate field‑based and relationship‑driven commercial models, rather than merely complementing them.

Measurement, Insights & Performance

• Define and own the global CDX measurement framework, linking customer experience to growth, retention, efficiency and brand outcomes. This includes:
  Engagement and adoption metrics, journey effectiveness and drop‑off, satisfaction and effort, contribution to growth, retention and efficiency.
• Use analytics to prioritize investments and guide decision making
• Regularly report progress and outcomes to executive leadership

Operating Model, Governance & Leadership

• Define and govern a global CDX measurement operating model, with clear ownership, performance accountability, governance, and prioritization across functions.
• Lead and develop a high‑performing, global CDX team, building…