Director, Digital Customer Experience and Innovation

Location: Kohl's Corporate Offices (0900)

Remote Type: Hybrid

Time Type: Full time

Job Description

Role Specific Information

Job Description

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

Essential Functions

The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description from time to time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• Ability to perform the accountabilities listed in the “What You’ll Do” Section

• Ability to maintain prompt and regular attendance as set by the company 

• Ability to work at least 8 hours per day, occasionally longer when necessary to meet business needs, 5 days per week

• Ability to comply with dress code requirements

• Ability to learn and comply with all company policies, procedures, standards and guidelines

• Ability to give direction and receive, understand and proactively respond to direction from leadership and other company personnel

• Ability to work as part of a team and interact effectively and appropriately with others

• Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes

• Ability to satisfactorily complete company training programs

• Perform work in accordance with the Physical/Cognitive Requirements section

Physical/Cognitive Requirements 

• Ability to use a personal computer for tasks such as communicating, preparing reports, etc.

• Ability to plan, prioritize and monitor activities across business units

• Ability to complete or oversee the completion of assigned projects in a timely manner

• Ability to comply with health and safety standards