Digital Experience Lead – CX

• Own the Customer Experience team’s technology roadmap
• Manage the CX technology stack, including Zendesk, Zapier, Sprout and other tools
• Decide which tools should be retained, removed or replaced
• Lead the development of automations and AI-powered workflows
• Partner with IT and Digital Product to implement new tools effectively
• Lead and grow one direct report
• Review the CX technology stack and recommend tool consolidation
• Collaborate with Analytics & Insights to redesign Zendesk issue-type taxonomy
• Develop a 12-month roadmap for automation and AI experiments
• Evaluate vendor renewals and propose cost-effective alternatives
• Coach a direct report through cross-functional challenges with IT

• Previous team leadership experience
• Ability to independently make recommendations and decisions with supporting rationale
• Strong understanding of technology and ability to evaluate tools and alternatives without needing to write code
• Hands-on experience with CX platforms such as Zendesk, Sprout, Zapier, Kodif or similar
• Comfort and confidence using AI tools day to day
• Ability to apply AI practically to automations and customer-facing workflows
• Interest in purpose-led work and contributing to social and environmental impact

• Meaningful support towards healthcare for the team around the world
• Generous paid leave
• Tailored learning and development opportunities
• Free toilet paper
• Competitive, market informed salaries
• Purpose-led work at a certified B Corp™ focused on social and environmental impact