About Client: We are a leading Digital Experience Software and Services company dedicated to providing comprehensive solutions across all touch points that enhance customer engagement and drive business growth. We are on a mission to pioneer the distribution and visibility of content with an innovative platform that drives discovery, personalized experiences, and conversions powered by data and AI. We pride ourselves on our collaborative culture and commitment to excellence in everything we do, and we are certified as a Great Place to Work.
About Role
Senior. Director Digital Experience is a pivotal strategic leadership position responsible for driving the vision, execution, outcomes and continuous innovation with a primary focus on website design, development and Quality Engineering functions.
This role will lead cross-functional teams to deliver scalable, secure, high-performing, and customer-centric digital experiences. You will be accountable for translating business strategy into outcomes by enabling engineering excellence, improving quality maturity, and fostering a culture of innovation, collaboration, and continuous improvement across teams.
Problem Areas We are looking to Solve
- Delivering Digital solutions at scale without compromise on quality & Customer experience: As we grow rapidly, we need structured governance & quality frameworks that scales across geographies, teams, product and service lines while maintaining consistency and speed.
- Preventing quality gaps: Critical quality gaps impact customer trust and revenue. We need to proactively identify and mitigate risks before they reach our customers.
- Quality awareness gap: Quality is fragmented across teams with no unified standards, metrics, or accountability. We need a cultural shift where quality ownership permeates every level.
- Customer confidence and retention: Delivery issues directly impact churn and customer lifetime value. We need data-driven insights to demonstrate improvements and build customer confidence.
Key Responsibilities
Strategic Vision & Leadership:
- Define and communicate a compelling vision and strategy aligned with organizational goals and customer expectations
- Establish enterprise-wide governance frameworks, quality standards and best practices that ensure consistency across all services, products, teams, and geographies
- Drive executive leadership alignment on translating strategy into business impact (revenue growth, churn reduction, customer satisfaction)
- Lead strategic partnerships with Product, Engineering, and Customer Success to deliver at scale and embed quality across the website service lifecycle
- Own the budget and investment roadmap, optimizing resource allocation for maximum business impact
- Develop next-generation digital solutions and define the ecosystem across verticals such as automotive, banking, retail, hospitality, and more.
Operational Excellence & Growth:
- Manage a portfolio of accounts and digital programs, ensuring consistency, quality, and financial health across all projects.
- Own the end-to-end delivery of enterprise-level digital experience projects, including UX design, website development, and SEO optimization.
- Serve as the primary point of contact for key client accounts, ensuring that program deliverables meet client objectives and exceed expectations.
- Build and scale high-performing development and QA teams with world-class talent acquisition, development, and retention strategies
- Drive growth & innovation culture in the team with continuous improvements
- Establish automation frameworks and continuous quality monitoring to support rapid, reliable delivery
- Reduce time-to-market while maintaining quality by eliminating bottlenecks and optimizing the workflows
- Drive standardization, reusability, and utilizing best practices with the mindset of improving productivity and optimizing the time required for building websites
Innovation & Culture:
- Champion a quality mindset across development, QA, product, and customer-facing teams through training, mentorship, and collaborative initiatives
- Introduce innovative build & QA approaches, including AI-powered development and observability-driven quality assurance
- Build a culture of ownership where development teams view quality as their responsibility
- Drive cross-functional initiatives to innovate and improve existing processes, technologies, and customer experiences
- Work closely with our platform, product, professional service and delivery teams to define next-generation roadmap to ensure that the full ecosystem of a solution is delivered to the customer
Cross-Functional Alignment:
- Partner with Customer Success, UX/UI design, Development, SEO, Product Management, and content teams to ensure seamless delivery and integration of digital solutions.
- Partner with cross-functional leadership to integrate quality into development practices, and code review processes
- Collaborate with Customer Success and Support teams to identify sentiment trends, customer-impacting issues, and feedback loops
Customer Impact:
- Establish customer-focused metrics that demonstrate scale, quality, Time to Market, Customer Experience & retention throughout the life cycle of the website
- Create transparent dashboards and reporting for customers, executives, and internal teams
- Measure and communicate quality's direct impact on customer satisfaction, NPS, churn reduction, and revenue protection
Ideal Candidate Profile
- You are a visionary leader who understands Content Management Systems, Digital Experience, UX design and quality.
- You've successfully scaled functions across hypergrowth organisations and proven credentials in driving both customer satisfaction and operational efficiency.
- You thrive in ambiguity, energised by building something from the ground up, and possess the strategic acumen to elevate Customer satisfaction.
- You attract top talent, foster psychological safety, and inspire teams to take ownership of outcomes.
Required Experience & Qualifications:
- Bachelor's or Master's degree in computer science, Information Technology, Digital Marketing, or a related field.
- 10+ years of experience in digital program management or a similar role, with a strong focus on enterprise website development, UX design, and SEO.
- Proven experience managing large-scale digital transformation projects with a portfolio of high-profile clients.
- Strong understanding of UX/UI principles, web development technologies, and SEO best practices to deliver the best user experience.
- Proven experience scaling QA operations in high-growth SaaS/B2B technology environments with complex product portfolios and test automation frameworks (like Selenium, Cypress, Playwright, or similar)
- Demonstrated expertise in quality metrics and analytics with ability to translate data into business impact and executive communication
- Experience building and leading high-performing teams with demonstrated track record of talent development and retention
Qualifications
Technical Qualifications:
- Strong Experience in the execution & operations of the websites at scale on the CMS products like Sitecore, Drupal, Acquia, Wordpress etc
- Expert-level knowledge of QA processes, governance, quality management, test automation tools and frameworks
- Prior hands-on experience with HTML/ CSS/ AJAX/ JavaScript/JQuery/ Rest API etc.
- Knowledge of emerging digital trends and technologies
Leadership Qualifications:
- Demonstrated ability to build, motivate, and scale teams in high-growth environments
- Strong executive presence and communication skills (oral, written, visual)
- Track record of creating strategic value and measurable business impact
- Comfort working in ambiguous, fast-changing environments with autonomous decision-making
What We Offer
- Competitive salary and performance-based incentives.
- Comprehensive benefits package.
- Opportunity to work in a collaborative and innovative environment.
- Career growth and professional development opportunities.
- A chance to be part of a global team that makes a significant impact in the industry.
