1. Lead the end to end customer experience strategy
• Develop a unified vision for the customer experience across marketplaces and owned digital surfaces
• Identify friction points and opportunities using behavioral insights and market trends
• Build UX/UI improvement roadmaps that directly impact conversion and customer satisfaction
• Advocate for customer centric decision making across teams and stakeholders

2. Drive UX/UI excellence across all digital touchpoints
• Conduct UX audits, heuristic analysis, and competitive reviews
• Create UX briefs, wireframes, prototypes, and improvement proposals
• Ensure consistency in design, messaging, layout, and component usage
• Lead A/B testing and data driven optimization cycles
• Ensure mobile first and accessibility minded design principles

3. Elevate content quality across Product Detail Pages (PDPs) and storefronts
• Develop high performing PDP strategies for Amazon, Rakuten, Yahoo! Shopping
• Partner with Brand Marketing and Product Specialists to maintain accurate and compelling product stories
• Manage product content improvements including:
-copy & messaging consistency
-visual storytelling
-comparison charts & FAQs
-usage guidance & benefit led messaging
• Continuously optimize content using platform analytics, reviews, search insights, and trends
• Ensure compliance with marketplace standards and SEO fundamentals

4. Partner with digital/performance teams to improve traffic & conversion
• Align experience design with paid media and promotional activities
• Ensure message consistency between ads and landing pages
• Analyze performance of inbound traffic sources (paid search, social, display, influencers, etc.)
• Recommend UX/content optimizations to increase ROAS and CVR

5. Translate user insights into actionable improvements
• Analyze VOC from marketplaces (reviews, Q&A), on site behavior, and session metrics
• Use GA4, GSC, marketplace analytics to understand behavioral patterns
• Produce clear, prioritized improvement briefs based on insights
• Provide monthly summaries of CX performance, opportunities, and risks

6. Collaborate effectively with internal & external partners
• Work closely with brand teams, EC operations, product specialists, and external partners
• Coordinate with marketplace representatives to leverage new tools and programs
• Manage workflows with external UX/content vendors when necessary
• Ensure timely and high quality delivery across all digital assets

7. Lead and execute CX projects
• Drive cross-functional CX projects with clear timelines and KPI frameworks
• Coordinate internal and external stakeholders to ensure smooth execution
• Communicate project updates and insights to leadership and partners
• Ensure deliverables meet expected quality and business objectives