CX Platform Lead

Job Description

The Director, CX Platforms will be responsible for leading the CX practice area around designing processes and integrations of marketing and platform data into holistic impact-driven solutions. This role requires a technical understanding of martech, adtech, cloud, and CX platforms, as well as the ability to lead and mentor a team of experts focused on the delivery of solutions whether it be implementation of GA4, solutioning taxonomy and naming conventions, or outlining how to leverage technology to support 1P data activation in its many forms. This position will solve complex business challenges focused on customer data and technology as inputs to those solutions in the support of customer experience, marketing and measurement use cases.

Key Responsibilities:

• Strategically design client solutions that can achieve Omnichannel and Hyper-personalized experiences. Understanding the role of both granular and aggregated data to achieve those results and the types of technologies that can be leveraged.
• Bring thought-leadership and best practices around the role of AI and emerging CX platforms to grow both the skills of the Blend team, but our client’s maturity as well
• Navigate complex enterprise client data ecosystems to draw out key requirements and dependencies in existing setups. Identify new opportunities where Blend can continue to provide technical consulting guidance.
• Be able to efficiently leverage a diverse team across Blend including Data Engineers and Data Scientists to implement solutions combining cloud data sources with on-prem data sources, assembling data in a logical manner to align with business objectives
• Oversee and lead the implementation of martech, adtech, and CX platforms, ensuring integration with existing systems and data flows (which may include, but not limited to web, app, store, call center, etc).
• Collaborate with marketing, IT, and analytics and stakeholders to understand business needs and translate them into business requirements. Ensure requirements align to positive business outcomes and work with additional stakeholders to develop the technical requirements as needed.
• Provide technical leadership and mentorship to a team of diverse technical backgrounds (ad ops, tagging, consent management, web analytics implementation, personalization platforms etc.) and ensure adherence to proper process throughout the development process.
• Communicate effectively with senior stakeholders and be able to effectively escalate and de-escalate delivery challenges.
• Develop and maintain documentation that can be used for sales, presentations, and client deliverables.
• Troubleshoot and resolve technical issues related to platform and data integrations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience in martech, adtech, and CX platform architecture and data integration or related job focus in leveraging and directing technology.
• Demonstrated success designing solutions for highly matrixed enterprise organizations.
• Strong technical understanding in martech platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud), adtech solutions (e.g., Google Marketing Platform, Trade Desk, LiveRamp), and CX platforms (e.g., Qualtrics, Pega, Optimizely, OneTrust, mParticle).
• Highly experienced in building and communicating complex data and technology integrations.
• Experience leveraging cloud platforms such as AWS, Azure, or Google Cloud.
• Understanding of data management, data integration, and ETL processes.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Proven track record of successfully leading technical projects from conception to completion.

Preferred Qualifications:

• Experience utilizing multiple identities into a single view
• Master’s degree in Computer Science, Information Technology, or a related field.
• Certification in relevant martech, adtech, and/or CX platforms.
• Experience with AI and machine learning applications in marketing.
• Familiarity with Agile/Scrum methodologies.