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Digital Creative Director
Ref No.: 19-02681
Location: Kirkland, Washington
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The Digital Creative Director will be in a hands-on leadership role to build and drive the customers' digital journey digital for a 3.8-billion-dollar platform worldwide. This position will continually improve the customer experience across the organization, and partner with every team to grow the business and build capabilities. Leading the Digital Creative Team, this position will establish, implement and manage a long term Corporate Creative Strategy to enable an increase in brand awareness. This position will manage the Creative Design team to both deliver high quality creative work and develop systems, policies, and protocols to support the team's key operating principles of efficiency, consistency, and agility including setting business goals, prioritizing work, allocating resources (including outsourcing), and evaluating staff performance. The position will work with Marketing and eCommerce teams to assure the customers' journey throughout the experience is continually optimized for different consumers. This position will be responsible for the management of Creative Agency vendors. This position is part of the leadership team and as such the individual is expected to lead by example and create a high-performing environment and help drive the teams to meet their collective business and strategic goals.
Essential Duties & Responsibilities
  • Lead the companywide customer experience program by partnering with Business Intelligence, analyzing feedback, collaborating with touch point owners, watching trends in the industry, and continually making changes in order to drive the business
  • Manage 1-2 UI / UX designers and 4-5 UI / UX copy writers, lead and manage a team that could expand from 6 to10 people, and manage vendors and third-party agencies
  • Responsible for owning the customer experience at touch points throughout the customer lifecycle to deliver a seamless consistent experience
  • Steward the customer experience across the organization by understanding the voice of the customer, work with the analytics team to mine data, work with the Marketing and eCommerce teams to identify highest priority areas for improvement, and lead the charge to improve the customer experience end-to-end
  • Take on strategic and operational responsibilities to ensure conversion of customers
  • Create and manage the brand strategy and voice, own brand positioning, messaging, and design, champion the brand within the organization, and manage all third-party vendors to meet brand standards
  • Develop trusted relationships across the organization to ensure collaboration to support the brand and customer experience initiatives
  • Manage the customer experience to support the delivery of initiatives, both internal and external to the site
  • Establish creative intake and delivery processes and prioritize creative requests
  • Establish the Creative Team as the creative owners of the Brand as it relates to usage across the company in marketing programs, web properties, internal communications, etc.
  • Build and document brand guidelines for governing the appearance of branded imagery, font, and colors on digital properties
  • Build and manage a usability testing team to identify opportunities for improving the user experience with existing tools and best practices for supporting the re-platform effort for the company solution
  • Institutionalize proactive creative resource planning on behalf of the Design Team to successfully identify and support marketing asset deliverables / requirements across the organization
  • Effectively engage with the Product Development, Technical, and Marketing Teams to drive for efficient, agile, and consistent in-product Brand deliverables
  • Build and manage the Customer Experience team including selection, mentoring, coaching, team building, performance management and assessment, and rewards and recognition to build a mature, high performing and engaged team while ensuring on-time and on-scope delivery of user experience deliverables
  • Develop core Marketing content, templates, and foundational assets including templates and imagery to support the use of creative assets for all company initiatives
  • Establish a long-term creative strategy to enable brand consistency and operational efficiency
  • Develop and manage a collection of creative assets, including institutionalizing an engagement model to provide proactive, relevant, legal, and on-time images to marketing constituents
  • Support the Design Team to drive creative alignment and integration while supporting the Corporate Brand Strategy
  • Ecommerce experience a must
  • Experience and skills to be the Lead for all creative, working with marketing to develop the brand, style guide, and persona
    Understanding of marketing, digital, and web assets related to customer experience
  • Must have an understanding of usability and best practice as well as KPIs – using them and understanding how to run metrics required
  • Ability to collaborate with advanced analytics and collaborate with the product line
  • Ability work with devs to help determine how to code and address challenges
  • Experience developing wire frames, web design, and functions to those designs a plus
  • Background in UI / UX design and prototyping a plus
  • Must be highly collaborative
  • A good blend of creative and analytical skills preferred
  • Understands SCO (Search Channel Optimization) and working with front-end developers – must be able to speak in dev terms
  • Mobile first design experience nice to have
  • HTML and CSS nice to have
  • Ability to work in an Agile and rapid prototyping environment
  • Must be good at presentations and presenting themselves
  • Must be well organized, able to work multiple projects simultaneously
  • Preferred technical skills:
    • Hybris
    • Middleware – Microservices, Kubernetes, Docker, GCP
    • Front end – CSS, HTML, JavaScript, Angular
  • Some travel required in the US

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit