Sr. Director, Digital Experience

Job Description

Job Description

ummary

The Senior Director of Digital Experience is responsible for leading the strategy, design, and optimization of the organization’s digital platforms to deliver seamless, engaging, and customer-centric experiences. This role partners cross-functionally to translate business and customer needs into scalable digital solutions, driving engagement, performance, and continuous improvement across all digital services.

The Senior Director provides strategic direction while remaining closely connected to execution, leading high-performing teams and leveraging data, insights, and emerging technologies to enhance the end-to-end digital experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Process Reengineering & Workflow Optimization

• Demonstrated expertise in end-to-end process mapping, diagnosis of bottlenecks, and elimination of redundant steps, handoffs, or approvals.
• Skilled in applying Lean, Six Sigma, or design-thinking methodologies to streamline operations and increase throughput.
• Experience transforming complex, policy-driven workflows into simplified, automated, and user-centered experiences.
• Ability to quantify time and cost savings from process redesign initiatives and translate them into business impact metrics (e.g., reduced cycle time, improved NPS, lower cost-per-transaction).

Systems Integration & Configuration Excellence

• Own the digital experience strategy across all platforms: website, LMS, member portal, CRM, AMS, mobile apps, community platforms, and marketing automation systems.
• Oversee UX/UI, personalization, A/B testing, and conversion-rate optimization across the entire customer journey.
• Ensure a frictionless, modern, mobile-first, accessible experience for members and prospects.
• Deep technical understanding of CRM, ERP, ticketing, and marketing automation platforms — including Salesforce, Dynamics 365, NetSuite, NOP Commerce, ServiceNow, Zendesk, or equivalent.
• Proven ability to map and rationalize multi-system architectures, identify redundancies, and design optimized integrations or middleware solutions.
• Experience leveraging APIs, iPaaS, or low-code/no-code integration tools to ensure seamless data flow across systems.
• Demonstrated success in aligning data structures, workflows, and automation rules to support business processes and user needs.

Policy Simplification & Governance Alignment

• Capability to identify outdated, duplicative, or policy-driven steps that impede digital efficiency or user satisfaction.
• Experience leading governance reviews to ensure policies align with modern technology capabilities and user-centric design principles.
• Skilled in balancing compliance and control requirements with speed, automation, and customer experience imperatives.
• Ability to redesign approval chains, access controls, and documentation standards to reduce operational drag.

User Experience (UX) & Digital Interaction Simplification

• Deep appreciation for UX and CX principles; experience collaborating with designers and developers to minimize clicks, screens, and friction points.
• Ability to translate process maps into intuitive digital journeys across CRM, ERP, and ticketing interfaces.
• Familiarity with journey analytics, heatmapping, and usability testing to identify user frustration and optimize digital flows.
• Experience implementing conversational interfaces (chat, chatbots, virtual assistants) to automate high-volume, low-value interactions.

CORE COMPETENCIES

Education & Experience

• Typically, 10+ years related experience is required.
• Bachelor’s degree required; Masters/MBA preferred.
• Industry specific credential preferred.

Strategic Execution

• Translates organizational and departmental strategy into actionable plans and measurable outcomes.
• Leads complex initiatives from concept through execution.
• Balances strategic thinking with hands-on execution.

Functional Expertise

• Deep expertise within marketing discipline(s) relevant to the role (e.g., demand generation, brand, digital, and product marketing).
• Applies best practices and industry trends to improve performance and outcomes.
• Serves as subject matter expert and trusted advisor to leadership.

Data Driven

• Uses data, insights, and performance metrics to guide priorities and optimize results.
• Makes informed recommendations supported by analysis and business impact.

Communication, Stakeholders & Visibility

• Communicates complex issue, strategies and changes effectively and helps team(s) understand, engage and contribute meaningfully to organization wide objectives.
• Presents critical business information to internal and external groups.
• Interaction with members, students, committees, task forces, state bodies, etc.
• Displays diplomacy & tact in representing The IIA & profession.
• Speaks to large groups on wide range of topics.

Analytical Thinking & Problem Solving

• Evaluates key business & organizational challenges with some assessment of cross-functional impact.
• Identifies and resolves complex technical, operational, and organizational problems and solutions require judgement based and application of existing and new solutions and concepts.

Knowledge & Skills

• Requires broad and comprehensive understanding on different business processes, theories and practices.
• Applies broad business knowledge to drive financial and operational performance across team(s).
• Key Skills: industry knowledge, public speaking, leadership skills, talent management, strategic thinking, problem solving, negotiating, consulting, budget, communication.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Skills

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community. Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Expert ability to work in a computerized environment with knowledge of Microsoft Office products. Web-related computer skills listed above.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.