CX Director – Practice Lead

McFadyen Digital is a leading advisor and implementer of ecommerce, marketplace, and other enterprise digital solutions. Over the past several decades we’ve launched platforms that cumulatively generate billions of dollars of online sales. We’re honored to have supported 10% of the Fortune 500 with their digital initiatives. Over 300 global brands like ABB, AB InBev, ACCO, Albertsons, American Red Cross, American Eagle Outfitters, US Army, US Agriculture Dept, and many more have entrusted their digital transformations to McFadyen. We operate global offices across the US, Brazil, and India. McFadyen Digital has been a trusted employer for 39 years and believes that people are the most important part of our company!

Learn more about us at our website: www.mcfadyen.com  

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.

Qualifications

Top 5 Qualifications

1. Over 12 years of experience in CX, digital commerce, digital strategy, or similar consulting roles.
2. Proven leadership in CX/DX/UX, commerce, or digital transformation within an agency or consulting environment.
3. Expertise in B2B & B2C ecommerce ecosystems, customer journeys, omnichannel engagement, and experience-driven growth.
4. Deep expertise in B2B buyer journeys and ecommerce ecosystems, including procurement complexity, catalog challenges, pricing variability, omnichannel engagement, and multi-stakeholder dynamics.
5. Strong record of managing complex client projects and achieving measurable business results.

Other Qualifications

• Hands-on experience with major ecommerce platforms (especially B2B capabilities) including Adobe Commerce/Magento, Salesforce Commerce Cloud, Shopify, or BigCommerce
• Strong understanding of personalization, CDPs, CRM, marketing automation, and analytics platforms
• Familiar with Lean UX and Lean Product
• Bachelor’s degree in Business, Marketing, Technology, or a related field
• Experience applying AI to customer experience strategy, content operations, segmentation, and journey orchestration
• Knowledge of AEO/GEO strategies and AI-driven discovery models
• Familiarity with enterprise CX/UX/DXP/CMS ecosystems such as Adobe Experience Cloud / AEM, SiteCore, ContentStack, BloomReach, Acquia, LifeRay, and Optimizely
• Experience with conversion rate optimization (CRO), UX/UI best practices, and digital merchandising
• Understanding of international ecommerce complexities including localization, pricing, payments, tax, and fulfillment
• Deep understanding of typography, color, layout and motion design principles 
• Strong storytelling and executive presentation skills
• Ability to operate effectively in a fast-paced, client-centric consulting environment
• Experience collaborating across strategy, creative, media, data, and engineering teams
• Familiarity with Agile delivery models and cross-functional product development
• Strong commercial acumen with ability to support growth, upsell, and client expansion
• Experience building and mentoring high-performing teams across different countries including Brazil and India
• Strategic thinker with strong business acumen, execution capability, and innovation mindset
• Available to travel to client sites across the United States as required (approximately 10%)

Key Competencies

• Customer-Centric and Commerce-Driven Mindset
• B2B Commerce and Buyer Journey Expertise
• Strategic Thinking and Growth Orientation
• Omnichannel Experience Design
• AI-Enabled Personalization, Journey Optimization, and Discovery (AEO/GEO, Conversational Commerce)
• AEO/GEO and AI Discovery Strategy
• Executive Communication and Client Leadership
• Practice Building and Team Development

Success Metrics

• CX practice revenue growth and pipeline contribution quarter over quarter.
• Improvement in client KPIs, including web traffic, conversion rate, digital buyer adoption, AOV, retention, and LTV
• Client satisfaction, renewal, and strategic account expansion
• Adoption and scalability of CX frameworks, AI-enabled offerings, and practice accelerators.
• Team development, capability growth, retention, and practice maturity indicators.

What we can offer you    

• A career at the intersection of enterprise commerce and practical AI, working on problems that actually matter to the businesses that keep supply chains, distribution, and retail networks moving.

• A career with thought leaders who have literally written books on digital commerce, marketplace, and AI best practices, and who are first movers deploying new business models and strategies worldwide.
• A career in the fast-paced world of B2B & B2C ecommerce, digital marketplaces and platform businesses.   
• A career with first movers who are deploying new business models and strategies worldwide.  
• Senior-level influence on McFadyen Digital’s service offerings, go-to-market positioning, and CX delivery standards.

• A flat, entrepreneurial culture that rewards ownership, creativity, innovation, risk-taking, and client impact over politics and hierarchy.
• Global delivery exposure collaborating with teams in the US, Brazil, and India.
• A leadership team that trusts capable people to lead, execute, and make things better.

Our Core Values:  Proactive, Empowering Clients, Adaptable, Caring  

Keywords: B2B ecommerce, Retail ecommerce, Customer Experience (CX) Leadership,  Strategy, Strategic Analysis, Strategic Planning, Digital Transformation, Conversion Rate Optimization (CRO), AEO/GEO, Digital Commerce Strategy, Buyer Journey Design, AI-Driven Experience & Marketing, Digital Commerce, Journey Mapping, Omnichannel, Personalization, Agency / Consulting, Adobe Commerce / Magento.

eCommerce & Marketplace Platforms:
Adobe Commerce (Magento), Salesforce Commerce Cloud (SFCC), SAP Hybris, Mirakl, ChannelAdvisor, IBM WebSphere Commerce, BigCommerce, Shopify Plus, commercetools, Oracle Commerce, Elastic Path, Spryker

Technology & Tools:
CRM (Salesforce), SaaS Sales, PIM (Product Information Management), CPQ (Configure Price Quote), CMS (Content Management Systems), OMS (Order Management Systems), ERP (Enterprise Resource Planning), BI Tools (Business Intelligence)
 

McFadyen Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under federal, state, or local law, where applicable.