Director, Digital Customer Experience and Innovation

About the Role

As Director, Digital Customer Experience and Innovation, you will lead the strategy and innovation agenda for Kohl's digital customer experience, defining how customers discover, engage with, and experience Kohl's across digital touchpoints. You will drive the experience vision, CX/UX strategy, and innovation portfolio with a focus on expanding discovery on and off Kohl's properties, delivering intelligent and personalized experiences, and creating connected experiences across the digital ecosystem.

You will shape how Kohl's digital experience evolves as AI transforms customer expectations, discovery, and commerce-connecting customer needs, emerging behaviors and technology, and business priorities. Through strong influence and partnership across the organization, you will bring the experience vision to life and drive engagement, relevance, loyalty, and revenue growth.

What You'll Do

• Define and lead the digital customer experience vision, CX/UX strategy, roadmap, and innovation portfolio, establishing a clear point of view for how Kohl's digital experience should evolve

• Lead the evolution of digital experiences in an AI-driven world, anticipating changes in how customers discover, engage with, and shop Kohl's and translating them into new experience strategies

• Establish customer experience strategies and UX frameworks, including page roles, journey principles, and experience standards that create intuitive, relevant, and cohesive experiences across digital touchpoints

• Drive intelligent, personalized experiences leveraging customer signals, AI, personalization, recommendations, UGC, and emerging forms of conversational and agentic commerce

• Lead the future of discovery on and off Kohl's properties across traditional and AI-powered search, including SEO, AEO, GEO, and emerging discovery experiences

• Define the vision for connected experiences across the digital ecosystem, including the Kohl's app, shaping how digital touchpoints work together to strengthen engagement, loyalty, and the customer journey

• Identify, prioritize, and scale emerging digital experience opportunities, translating customer behaviors, market shifts, and new technologies into meaningful customer and business value

• Build a disciplined innovation and test-and-learn agenda that accelerates learning, validates new experiences, and informs future investment

• Partner across Product, Technology, Marketing, Merchandising, Creative, Analytics, and other teams to translate the experience vision into aligned priorities and bring experiences to life

• Influence priorities and decisions across the organization, creating alignment around the highest-impact customer experience opportunities and driving shared accountability for the customer experience

• Partner with Analytics and Digital Insights to understand customer behavior, define success measures, and continuously evolve experience strategy based on performance and insights

• Lead and develop a high-performing team while fostering a culture of customer obsession, innovation, collaboration, and data-driven decision making

• Additional tasks may be assigned

What Skills You Have

Required

• Bachelor's Degree in Business, Marketing, Digital, Technology, or related field

• 10+ years of experience in Digital Strategy, Customer Experience, E-commerce, Product, Innovation, or related field

• 7+ years of experience managing and developing high-performing teams

• Deep understanding and experience in digital customer experience and CX/UX strategies, AI-enabled commerce, personalization, SEO/AEO/GEO, mobile app strategy