CX Director – Practice Lead

The CX Lead is a senior leadership role responsible for developing and expanding McFadyen Digital’s Customer Experience (CX) capabilities across digital commerce, marketplace, and related ecosystems. This person will oversee the strategy, design, and implementation of end-to-end customer journeys that enhance acquisition, conversion, retention, and lifetime value for clients.

As a hands-on client-facing leader, you will collaborate with brand, marketing, and digital commerce stakeholders to create differentiated, data-driven, and personalized experiences across web, mobile, marketplaces, and omnichannel touchpoints. You will shape the agency’s CX offerings, accelerate growth, and ensure smooth integration of content, commerce, data, AI, and technology.

Top 5 Responsibilities

1. Sell and deliver strategic client CX engagements centered on user experience, commerce transformation, journey optimization, personalization, AI-driven experiences, and omnichannel expansion.
2. Develop and expand CX/UX/DX offerings (and related marketing campaigns) that integrate content, commerce, data, marketing technology, and AI-based optimization.
3. Provide hands-on UX design services that deliver both industry best practices and innovative thinking.
4. Deliver compelling, insight-driven presentations to Director-through-C-Suite stakeholders at enterprise accounts, connecting CX strategy directly to measurable business outcomes such as conversion, AOV, retention, and LTV.
5. Design and execute AI-enabled experience strategies, including AEO/GEO discovery, conversational commerce, catalog enrichment, content personalization, and AI-driven discovery tailored to B2B and ecommerce commerce contexts.

Additional Responsibilities

• Lead strategic client engagements, including executive workshops, journey mapping sessions, and digital experience assessments, helping clients navigate digital transformation across B2B, marketplace, and omnichannel environments.
• Translate complex B2B buyer challenges—including quote-to-order workflows, procurement approvals, tiered pricing, and large catalog navigation—into intuitive, user-centered digital experiences.
• As you build demand for our CX/UX/DX services, you will hire, mentor and manage a profitable team of highly-skilled CX/UX strategists, journey designers, CRO (Conversion Rate Optimization), and UX practitioners.
• Define and implement McFadyen Digital’s CX vision and growth strategy for ecommerce clients.
• Maintain a personal level of billable utilization above 50% (subject to sales).
• Translate client business goals, user needs, and technical constraints into the design of holistic customer journeys.
• Collaborate with commerce, data, technology, and AI delivery teams to integrate CX strategy across the full platform lifecycle, from discovery through implementation and optimization.
• Foster collaboration across strategy, creative, analytics, and technology teams.
• Research and deploy artificial intelligence solutions for CX/UX/DX/UI.
• Oversee UI development and related front-end coding best practices to ensure proper UX implementation.
• Guide teams to optimize for SEO/AEO/GEO/ACO, site speed, usability, and accessibility/ WCAG/ADA compliance.
• Contribute thought leadership—including co-authoring content, webinar participation, and external presentations—that positions the CX practice as a market differentiator to assist in marketing and sales.
• Monitor B2B commerce and AI experience trends and maintain a practical, actionable point of view the team can act on and clients can trust.
• Develop CX frameworks, playbooks, and reusable accelerators that differentiate McFadyen Digital in competitive pursuits and reduce time to value for clients.
• Support pre-sales activities including capability presentations, RFP responses, discovery calls, and executive briefings alongside Sales and Marketing leadership.