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Staples Director Digital Customer Experience (B2B) in Framingham, Massachusetts

Position Summary:

We are seeking an experienced Director, Digital Experience to lead and manage the site experience of our B2B eCommerce site, Staples Business Advantage. This position plays a crucial role in optimizing the overall digital customer journey for our business-to-business customers and driving digital business growth. This role involves strategic oversight, cross-functional collaboration, and leadership in digital innovation and customer engagement practices. As an expert on how our business customers shop, you will lead a team focused on customer behavior and site performance.

Job Duties & Responsibilities

  • Develop and implement comprehensive digital customer experience strategies

  • Manage cross-functional teams to enhance digital platforms, ensuring a seamless customer journey

  • Analyze customer feedback and digital analytics data to build an enhancement roadmap

  • Collaborate with Marketing, Merchandising, Personalization, Recommendations, Digital UX, Content, Product Management, and Staples Digital Solutions teams to ensure a seamless and integrated digital customer experience

  • Work closely with the sales leadership team to understand customer needs and translate them into effective digital solutions

  • Oversee the design and execution of CX projects, ensuring they meet business objectives and timelines

People Leadership Responsibilities

  • Lead, mentor, and develop a team of managers and specialists in the digital CX department

  • Establish clear performance metrics and conduct regular performance reviews.

  • Foster a culture of innovation and continuous improvement within the team.

Impact on Business

  • Enhance customer satisfaction and loyalty through improved digital experiences

  • Drive increased revenue and customer retention by optimizing digital touchpoints

  • Influence overall business strategy through impactful customer insights and analytics

Contribution to Business Strategy

  • Align digital CX strategies with overall business objectives to support growth

  • Participate in executive meetings, contributing insights from the customer experience perspective

  • Advocate for customer-centric approaches in product development and business processes

Level of Innovation & Change Required

  • Lead transformative projects to integrate the latest digital technologies into customer experience

  • Encourage a culture of experimentation and adaptability in responding to digital trends and customer needs

Level of Discretion and Independent Judgement

  • Make strategic decisions on digital CX initiatives with a high level of autonomy

  • Evaluate and authorize significant investments in technology and resources for enhancing CX

Communication & Interaction Responsibilities

  • Communicate effectively with all levels of the organization and external stakeholders

  • Facilitate meetings to drive consensus and action across teams

What You Bring to the Table (Soft Skills):

  • Strong leadership and people management skills

  • Excellent analytical and problem-solving abilities

  • Effective communication and stakeholder management skills

  • Innovative mindset with a focus on customer-centric solutions

  • Proven track record in leading digital transformation projects.

  • Extensive experience in developing and implementing digital CX strategies

Basic (Required) Qualifications:

  • Bachelor’s degree in Business Administration, Marketing, IT, or related field or equivalent experience

  • Minimum of 10 years in digital customer experience or related field

  • At least 5 years in a leadership role managing cross-functional teams


  • Master’s degree or equivalent in a relevant field preferred

Staples is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender idenity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

For individuals with disabilities that need additional assistance at any point in the process, please call 1-888-490-4747 for more information.