Experience Communications Lead (EA150FT RM 3562)

Position: Experience Communications Lead (EA150FT RM 3562)

Job Description: Overview
We’re seeking an experienced and strategic Experience Communications Lead to shape, execute, and continuously evolve the strategy for customer-facing communications across our digital B2B ecosystem. This role sits within the Experience Strategy & Design team and leads the Experience Communications pillar; covering transactional, lifecycle, platform-triggered, and system-based communications that are integral to the customer journey.

You’ll partner closely with CX, UX, content strategy, web editing, and product teams to ensure our customer communications are intentional, consistent, and aligned with business goals. As both a strategist and operator, you’ll guide the end-to-end planning and execution of communication experiences that reinforce trust, drive action, and enhance value at every touchpoint.

Key Responsibilities / Strategic Leadership

• Define and own the end-to-end Experience Communications strategy across email, on-platform messaging, and other outbound customer channels
• Develop a scalable framework for how, when, and why we communicate with customers – aligned to journeys, product usage, and lifecycle moments
• Establish clear governance standards for content, tone, branding, data usage, cadence, and performance across communication types
• Collaborate across functions (CX, Product, Marketing, Legal, IT) to ensure communications are accurate, relevant, and timely

Team & Program Management

• Lead and mentor the Technical Email Operations Specialist and other future communications roles
• Manage the intake, prioritization, and execution of experience communication requests
• Oversee email and communication tooling – working with internal IT or Marketing teams to scale infrastructure, templates, and automation
• Define and report on performance KPIs (delivery, engagement, opt-out, etc.) and use data to inform improvements

Execution & Alignment

• Partner with Experience Operations (content strategy, SEO, web editing) to align messaging across platforms and customer journeys
• Ensure coordination across CX and UX to embed customer insights into communication design
• Review and approve communications for quality, clarity, consistency, and compliance
• Support A/B testing, experimentation, and optimization efforts in collaboration with UX and product teams
• Stay current on communication trends, tools, and regulatory changes that may impact digital touchpoints
• development process

What we are looking for / What You Bring

• 15+ years of experience in digital communications, email strategy, or customer experience roles
• Proven success designing and managing customer communication strategies at scale, ideally in a B2B environment
• Strong understanding of CRM/EPR platforms (Salesforce, Oracle, etc.), and lifecycle automation concepts
• Experience working in cross-functional product or Agile environments
• Familiarity with technical delivery processes, QA standards, and compliance regulations (GDPR, etc.)
• Exceptional written, verbal, and organizational skills
• Data-literate and comfortable using metrics to drive strategy and execution
• Ability to balance strategic vision with hands-on delivery

Who You Are

• A strategic thinker who brings structure to complexity and clarity to communication
• Customer-obsessed, systems-minded, and detail-oriented
• A natural collaborator who builds strong relationships across product, engineering, and creative teams
• Passionate about crafting meaningful, value-driven communication experiences at scale
• Proactive, accountable, and comfortable leading initiatives in evolving environments

Who You Are

• A strategic thinker with strong operational discipline and attention to detail
• A natural collaborator who enjoys connecting dots across teams and functions
• A customer-first leader who advocates for clear, helpful, and relevant digital experiences
• Comfortable working in a fast-paced, matrixed organization undergoing transformation
• Curious, proactive, and committed to continuous improvement

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