Experience Communications Lead (EA68FT RM 3562)

Position: Experience Communications Lead (EA68FT 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

6–8 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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