• Job Description

  Req#: 23016782

  As the Vice President, Digital Customer Experience you will be responsible for:

  • Digital Strategy: Develop and implement a comprehensive digital customer experience strategy that empowers the company's vision as a cohesive automation technology provider while enabling our business group’s engagement and commerce objectives.

  • Customer-Centric Innovation: Identify and implement innovative digital solutions and technologies that enhance the customer experience, ensuring ease of use, personalization, and efficiency.

  • Team Leadership: Lead and inspire a multi-discipline global team of digital experts, including UX/UI designers, digital marketers, data analysts, and content / catalog orchestrators while fostering a high-performance culture of collaboration, innovation, and customer-centricity. Work closely with the Enterprise IT function to implement new digital customer experience initiatives, integrate technologies, and enhance platforms, ensuring alignment and smooth implementation of technology solutions.

  • Governance Leadership: Chair the digital governance model, and the various sub-committees, to drive a cohesive and aligned process for enterprise service enablement and business continuity of activation and outcome delivery.

  • Customer Journey Mapping: Create and lead customer journey maps, focusing on pain points, touchpoints, collaborating with product development, marketing, sales, customer service, and technology teams. Establish a unified approach to uncover opportunities for improvement and deliver a seamless customer experience across varied methods to market and business revenue models.

  • Data-Driven Decision Making: Leverage data and analytics to gain insights into customer behaviors and preferences, using this information to advise stakeholders and influencers to refine strategies and enhance the customer experience and improve engagement, satisfaction, and conversion rates. continually.

  • Multi-Channel Integration: Oversee the integration of digital solutions across various platforms, ensuring a consistent and coherent customer experience across all touchpoints, including web, mobile, social media, and more. Represent the business groups as the customer advocate and business process enablement champion in concert with your peers in the Enterprise IT service organization.

  • Technology Partnerships: Collaborate with external technology partners, vendors, and service providers to stay up to date with emerging digital trends and technologies. Proactively identify and leverage opportunities to enhance the company’s digital presence and offerings.

  • Budget Management: Manage and allocate the budget effectively to achieve desired digital customer experience outcomes while ensuring cost efficiency.

  • Compliance and Security: Ensure all digital customer interactions meet regulatory requirements and maintain a high level of security and data privacy in close coordination with Emerson IT, CISO, and vendor recommendations.

  • KPI Monitoring: Define key performance indicators (KPIs) to measure the effectiveness of digital customer experience initiatives, the stability and performance of the service at scale, benchmark competitors and other industry leaders. Regularly report progress and recommend actionable insights for improvement to the executive team. Analyze and evaluate customer interactions, feedback, and data to identify opportunities for enhancing digital customer experience and improve engagement, satisfaction, and conversion rates.

  • Marketing Leadership Team Engagement: Work closely with the CMO and marketing leadership to align digital customer experience strategy with overall marketing goals and deliver consistent brand messages across all customer touchpoints.

  Additional Position Information/Details

  Required Education & Experience:
  • Bachelor’s degree in a relevant field related to digital customer interactions.

  • Five to ten years of related experience in leadership role being responsible for digital customer experience in a corporate setting.

  • Proven track record of successful digital transformation initiatives.

  • Demonstrates inclusive leadership; builds teams with varied strengths, understands unique contributions, and empowers to unlock others full potential to contribute towards the goal.

  • Broad understanding of digital marketing, UI/UX design, customer engagement, implementation, and digital technology trends.

  • Proficiency in managing cutting-edge Digital Customer Experience technologies, including Content Management Systems (CMS) and E-commerce platforms. Additionally, expertise in Customer Relationship Management (CRM) systems and Marketing Automation tools.

  • Demonstrate strong critical thinking and problem-solving skills. Must have excellent analytical and data-driven decision-making skills with the ability to translate data and insights into actionable plans.

  • Knowledge of regulatory and personal / consumer privacy requirements related to digital customer interactions.

  • Strong communication (written/verbal) skills to work with senior and executive-level stakeholders across various geographies, including logically structuring and delivering presentations.

  • Experience with managing and developing high-performing teams.

  • Demonstrated ability to influence and collaborate cross-functionally at all organizational levels.

  • Strong project management skills: ability to manage multiple projects, priorities, and deadlines in a fast-paced environment.

  Emerson offers generous benefits, flexible work schedules, and we are committed to a diverse workforce!

  Our Offer to You:

  We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

  At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

  This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson .

  Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.

  WHY EMERSON

  Our Commitment to Our People

  At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

  We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

  At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

  Equal Opportunity Employer

  Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

  Accessibility Assistance or Accommodation

  If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com.

  #LI-EF1

• About the company

  Emerson Electric Co. is an American multinational corporation headquartered in Ferguson, Missouri, United States.

Notice