Associate Director, Digital Experience

Role Overview

• Own day-to-day optimization, testing, and experience QA of core digital experiences, including key landing pages, application flows, and engagement tools (e.g., chat, forms).
• Ensure experiences are functioning as intended and aligned to UX standards, identifying and addressing gaps in experience quality.
• Define and drive A/B testing and experimentation opportunities, including hypothesis development, experience variations, and success criteria.
• Translate insights into clear, actionable recommendations and partner with Product and Engineering to ensure improvements are implemented and measured.
• Lead the optimization of end-to-end user journeys across web, CRM, and enrollment touchpoints, ensuring a seamless and connected experience.
• Identify and address journey-level friction points and gaps, driving improvements across lifecycle stages.
• Translate user behavior and journey insights into personalization opportunities, aligned to user intent, lifecycle stage, and key decision moments.
• Partner across teams to operationalize journey improvements leveraging UX research and behavioral insights to influence design and product decisions, working closely with designers and product partners.
• Work in partnership with UX leadership to define and track UX and product analytics and KPIs across core and innovation experiences, tools and products.
• Leverage performance data, dashboards, and reporting to monitor experience health and identify opportunities.
• Develop and deliver regular performance reporting, translating insights into clear recommendations and prioritized actions.
• Lead biannual competitive and technology audits to inform both optimization and innovation opportunities.
• Contribute to the development of the innovation roadmap, identifying new product and experience opportunities.
• Bring forward ideas informed by user behavior, research, competitive audits, and emerging technologies.
• Partner on the design, rollout, and measurement of new digital product experiences and pilots.
• Support AI and innovation initiatives by ensuring experiences are user-centered, journey-aligned, and measurable.

Requirements

• Bachelor’s degree in design, human-computer interaction, or a related field.
• 7+ years of experience in digital experience, product strategy, personalization, or innovation roles, with a demonstrated ability to shape user-facing products and end-to-end journeys, not solely optimize existing experiences.
• Proven experience partnering closely with CRM and marketing automation teams, including hands-on familiarity with platforms such as Salesforce, and a strong understanding of lifecycle journeys, triggers, segmentation, and user signals.
• Demonstrated experience driving personalization and experience intelligence, leveraging behavioral, CRM, and intent-based signals to inform scalable, high-impact experience improvements.
• Strong experience and performance orientation, with the ability to define KPIs, work with GA4 and behavioral analytics, and translate user data into actionable experience and product recommendations.
• Solid foundation in human‑centered design, journey mapping, and experience strategy, with the ability to guide solutions across complex digital ecosystems.
• Demonstrated ability to operationalize experience strategy, connecting insights to prioritized initiatives across web, CRM, enrollment, and digital product touchpoints.
• Experience partnering with CRM, marketing automation, and data teams, with a working understanding of lifecycle journeys, segmentation, and behavioral signals.
• Familiarity with experimentation and optimization frameworks, using qualitative and quantitative inputs to support continuous improvement.
• Working knowledge of accessibility (WCAG), responsive design principles, and content structure, with the ability to advocate for inclusive, scalable experiences.
• Experience collaborating within design systems and shared UX frameworks, partnering with designers rather than owning detailed design execution.
• Exposure to or experience supporting AI‑driven or personalization‑based experiences, with the ability to assess impact on user journeys and outcomes.
• Strong cross‑functional leadership and influence skills, aligning UX, Product, Enrollment, Marketing Automation, IT, and Data teams without relying on formal authority.
• Excellent written and verbal communication skills, with the ability to translate complex experience and data concepts for both technical and non‑technical audiences.

Benefits

• comprehensive well-being benefits for you and your family