Global Director, Digital CX Experience

*Preferred position location: Monrovia, CA (USA) or Seattle, WA, with also possibly London (United Kingdom). Other locations to be determined by home country of the successful candidate in a jurisdiction (US state or country) where WVI is registered to operate. *Please submit your CV in English. PURPOSE OF THE POSITION: This role will have a significant global impact developing the vision and leading the design and implementation of our global digital experiences, products and ecosystems to differentiate World Vision around the globe. This role will be responsible for elevating and integrating our digital experiences across the marketing funnel (from awareness and consideration, to acquisition and all along the donor journey) to deliver a distinctive, consistent brand expression that delights donors and supporters across the globe, and brings to life the stories of children and their communities lifted up out of poverty in some of the world’s toughest places. With your proven success leading digital CX transformation, combined with your outstanding collaborative leadership, through this role you can truly be a change-maker in the world each and every day! Working across the globe with marketing leaders, product leaders, brand leaders and external agencies, the role will be accountable for leading development and implementation of a compelling digital CX vision and design strategy that delivers breakthrough experiences connecting supporters, donors and the vulnerable children and communities that we serve. World Vision is the largest child-focused private charity in the world. Together with our supporters, we’ve impacted the lives of over 200 million vulnerable children by tackling the root causes of poverty. Engaged in the most relevant critical issues of our day, in the time it takes to read this sentence, World Vision will have reached 50 new people with needed knowledge, supplies or resources to help them protect themselves and their families from the devastating effects of the coronavirus pandemic. Through World Vision every 60 seconds…a family gets water…a hungry child is fed…a family receives the tools to overcome poverty. KEY RESPONSIBILITIES:

Lead development and implementation of a compelling digital CX vision and design strategy that drives brand value and, above all, meaningfully connects supporters, donors and the vulnerable children and communities that we serve.
Lead end to end digital experience design for all global product lines, ecosystems and marketing offers, in partnership with global product owners; translate business priorities into marketing technology design strategy and oversee execution working in collaboration with designers and engineers.
Ensure target audiences are central to all strategy, design and operational decisions driven by donor insights and unleashing the power of dynamic listening and social analytics to help digital marketing efforts better achieve the three primary business objectives— acquire more donors, retain current donors and build brand value – with an agile test and learn mindset.
Collaborate with leaders in product and engineering to measure product quality and make sure it meets quality standards for release, provide guidance on measuring outcomes, and analyze and monitor qualitative and quantitative data on usage and optimization to shape and evolve the vision.
Develop and lead implementation of an enterprise wide Martech road map, in partnership with fundraising and IT leaders across the globe, and the state-of-the art capabilities required to deliver; co-lead senior executive global steering group overseeing delivery.
Motivate and inspire others, from team members to executive level, by communicating your aesthetic, technical, and design visions through compelling written, verbal and graphical presentations.
Contribute as a vital member of a passionate, world-class global team dedicated to Hope, Joy and Justice for ALL children!

KNOWLEDGE, SKILLS AND ABILITIES:

10-15 years in IT, Marketing, or Digital functional areas, including 5+ years in CX-focused leadership roles of digital products and ECommerce sites at scale.
Extensive experience leading UX design to develop and deliver best in class customer experiences.
Experience working with marketing, brand, engineers and product managers to drive design strategy, vision, execution and results to achieve business objectives.
Experience collaborating with product and program management to build detailed product and technical roadmaps that consistently meet budget/time expectations.
A proven digital leader, fluent in managing large cross-functional MarTech developments in fluid agile teams.
Awareness of the latest MarTech landscape and product sets as they related to user and customer experience projects.
Experience leading leaders and independent, high performing teams with demonstrated understanding of modern software development and infrastructure tools, processes, and practices, including Agile Development, Cloud, DevOps.
Exceptional analytical skills with a track record of improving UX KPIs to drive business results.
Exceptional relationship and influencing skills, able to win the confidence of a broad range of different stakeholders including leaders from a variety of cultural and professional backgrounds, and developing high-performing virtual global teams.
Significant experience leading change in a complex environment.
Qualification in and significant experience with the practical project application of best-practice CX and UX methodologies (such as Design Thinking, Double Diamond, etc.)
Bachelor’s degree in Marketing, Computer Science, Information Systems or a related field is required; Master’s degree preferred.

Preferred:

A digital marketing native with skills across the whole funnel of digital marketing, especially in global consumer-facing environments.
Experience using customer data, CRM, segmentation, and marketing automation to drive engagement.

Work Environment/Travel: