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Executive Director, Digital Strategy and Customer Experience

Company: Labcorp
Location: Durham
Posted on: September 13, 2021

Job Description:

The Executive Director for Digital Strategy and Customer Experience will lead a team of customer experience experts to create a strategy, roadmap and prioritization framework for value-added digital experiences that address customer needs, drive ongoing engagement, deepen relationships and support business priorities across the company. This role will partner with key stakeholders to deliver on our mission to be source for advancing health, including business leaders, integrated marketers, customer market leads, channel leaders and IT partners, to create compelling digital experiences that improve customer perception and drive growth. The role reports to Labcorp's Chief Digital Officer.

Key Responsibilities:

  • Create a unified digital and CX strategy across the enterprise
  • Lead development, prioritization and execution an enterprise CX roadmap that delivers continuously improving customer experience and engagement
  • Develop innovative solutions to complex customer experience needs through collaboration with relevant marketing, business, technology and design leaders
  • Work with enterprise leaders on strategic engagements that deliver on strategic business objective and priorities
  • Synthesize data and insights to design and bring to market digital experiences that deliver on business and marketing objectives
  • Establish key performance indicators (KPIs) that measure the impact of digital and CX initiatives
  • Define enterprise digital experience standards and establish governance for customer-facing digital experiences


  • 12-15 plus years of senior leadership in defining and executing digital and customer experience initiatives
  • Experience in applying data and insights to develop a digital strategy and CX execution roadmap at scale
  • A demonstrated portfolio of developing and bringing to market high impact digital experiences that deliver key outcomes
  • Ability to work cross-functionally across multiple teams and individuals to achieve success in a team environment
  • Passion for being a team leader and developing people
  • BA/BS required, MBA preferred
  • Up to 15% travel required
  • Role based in Raleigh/Durham NC, Princeton, NJ, Madison, WI or Indianapolis, IN

Keywords: Labcorp, Durham , Executive Director, Digital Strategy and Customer Experience, Other , Durham, North Carolina

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