Technology Director; Customer Experience Solutions

Technology Director (Customer Experience Solutions)

Apply Digital is a global experience transformation partner. We drive AI‑powered change and measurable impact across complex, multi‑brand ecosystems. Leveraging expertise that spans across the customer experience lifecycle from strategy, design to engineering and beyond, we enable our clients to modernize their organisations and maximise value for their business and customers.

Location:

Hybrid/remote (Toronto, Ontario, Canada).

• Technical Leadership & Oversight:
  Oversee and guide the work of software engineers and technical team members, ensuring high‑quality outcomes in digital consumer‑facing solutions. Leverage AI as a core set of tools, processes and skills to drive value. Define and manage the high‑level technical architecture and technology stack with a specific eye for delivering high performing, scalable, secure, and SEO/GEO optimised digital solutions.
• AI‑Led Customer Experience Solutions:
  Leverage partnerships with Google Cloud Platform and other AI providers to deliver AI‑enabled solutions such as content scaling, product finders, personalisation solutions, customer experiences, AI‑enabled commerce and agentic experiences.
• AI‑Enabled Delivery:
  Leverage AI tools, processes and teams to deliver solutions quicker and more efficiently while still promoting enterprise quality and security.
• Thought Leadership:
  Position our consultancy as a leader in delivering leading‑edge AI‑enabled digital solutions. This includes thought leadership and client education on web platform and mobile app trends, customer experience enhancements, and performance optimisations.
• Composable Platforms:
  Champion composable architectures and platforms that combine to create enterprise digital experience platforms. Leverage data and analytics to provide ongoing evaluation and optimisation of customer experience solutions.
• Mentorship & Team
  
  Collaboration:
  
  Develop expertise within the team in delivering cutting‑edge digital, e‑commerce and other customer‑facing solutions. Collaborate with cross‑functional teams to align technology initiatives with business goals. Manage multiple delivery squads, ensuring deadlines are met and dependencies are properly managed.
• Client & Business Management:
  Provide expert advice and nurture relationships with stakeholders within client organisations. Identify and nurture growth within projects, delivering business value for both the client and our organisation.
• Risk Management & Process Improvement:
  Identify, prevent and mitigate risks that might impact the success of the engagement. Escalate issues and risks to executive leadership when needed. Continually seek out and suggest improvements to building software, particularly through the use of AI, to accelerate delivery and innovation.

• Proven track record in a similar technology leadership role in building and scaling web and mobile app experiences, leveraging modern frameworks and technologies.
• Experience in overseeing the delivery of digital solutions that span a wide range of capabilities (customer accounts, products, transactions, personalisation, AB testing, real‑time webhooks and data streams, etc), with high importance for customer experience (CX) and performance optimisation.
• Experience leveraging AI tools, processes and teams to accelerate the software development process.
• Deep understanding of software engineering, system architecture and project management.
• Demonstrated experience in providing expert guidance to clients, managing complex and diverse technology projects, and fostering strong client relationships.
• Proven ability to mentor team members and foster a high‑performance culture in large multidisciplinary teams.
• Ability to contribute to strategic planning and decision‑making at the executive level, with build‑vs‑buy recommendations aligning with business goals.
• Experience in identifying and managing a wide array of risks, including technical, staffing, scoping and client‑relationship risks, within an e‑commerce context.
• Excellent client‑facing skills and experience in vendor selection and management.
• Outstanding communication and interpersonal abilities,…