Director, Web & Digital Experience

y's digital ecosystem, including B2B and B2C web and mobile properties, for North America, including Latin American sites. This role leads, develops, and manages enterprise-wide strategies that enhance our customer's experience with Brother and drive sales, leads, enrollments and downloads. This role owns all digital development and deployment initiatives including large scale web implementations, microsites, landing pages, and more. This role also scopes new initiatives, including defining and tracking each initiative and its relation to financial performance (ROI). This candidate will own and embrace large company wide projects like full website designs, re-platforms, and work closely with cross functional teams in IT, business units and other teams within the organization to bring these major initiatives to life in a timely and efficient manner.

Duties and Responsibilities

UI/UX Leadership

• Serve as the evangelist for the end user, armed with quantitative and qualitative data that provides analysis and insights into ways to continuously improve and innovate the digital customer experience across all Brother's digital properties

• Use voice of customer data to champion customer-centric optimizations through UX/UI enhancements, lead and conversion form optimization, PDP A+ content, and more

• Lead web design and deployment team members in developing wireframes, concept design mockups, and clickable prototypes to illustrate the best in class UX/UI and design for digital properties; gain stakeholder buy-in and ultimately lift customer engagement

• Mentor a team of digital front-end developers, designers, deployment experts, and SEO experts to further their career paths, providing them opportunity to learn and grow into future leaders of Brother

• Manage design resources and external vendor partners to deliver on-time and on-budget digital enhancements and experiences for Brother as well as SEO initiatives and reporting outputs

• Lead and own all web related projects; consult with business units to ensure we meet their needs and objectives

• Be the integral connection point between web operations teams and IT teams, fostering relationships within those teams to promote best deployment practices

• Champion, evangelize, and educate Brother stakeholders on best practices in UX design and Web Product Management as well as SEO initiatives and how they drive engagement, conversion, and customer loyalty

Web & CX Strategy

• Develop and own the Digital CX Strategy, aligning with business units and corporate strategy maps

• Create a digital product vision, strategy, and business case that continuously improves the Brother digital user experience and achieves our business objectives across N. American regions and all Brother business sites, apps, and landing pages

• Develop a web governance strategy and roadmap including the implementation of technical systems, policies, and procedures to maintain an orderly web operation and presence across the North American regions

• Define requirements and source the enterprise marketing technology platforms that meet the needs of the business and enhance our capabilities for our digital operations for design, deployment, reporting, and maintenance

• Partner with IT to ensure digital strategic plans and roadmaps align across the organization between the two teams from inception to deployment and post-launch

UI/UX Development

• Architect end-to-end web product experiences and enhancements across all digital customer touchpoints, implementing enhancements that drive customer satisfaction and own reporting on impact to leadership

• Interact with business unit stakeholders across all Brother businesses to define their design and functionality for their businesses digital experiences

• Define, test, and validate new enhancements and deployment features, working with key cross-functional team members in marketing, product, sales, and IT/development with a test and learn mentality

• Develop and document streamlined UX/UI, Development, and Deployment standard operating procedures for the team; educate the organization on the process and workflow

• Develop web guidelines and procedures, working with external vendors and internal stakeholders, keeping vendors on time and accountable for all workflow and production tasks

• Foster strong relationships with IT technical teams to create and roll out new web and mobile products and on-going enhancements

• Work with IT teams to ensure proper UAT and post-deployment monitoring is on target and consistent; communicate out any issues or corrections needed with deployments

• Define, own, and optimize the onsite search and customer journey for all business units, using data and search term volume to optimize and refine dynamic search applications

• Own all web and mobile properties including apps, micro sites, and landing pages, as well as conversion points like forms, checkout, and downloads

• Own all UAT regarding web deployments and enhancements for web properties, working with IT and external vendors to accomplish proper UAT best practices

Education

Bachelor's Degree (or equivalent experience) Graphic Design, Computer Science, or related discipline preferred Required

Master's Degree Graphic Design, Computer Science, or related discipline preferred

Experience

Minimum 10 years Required

A combination of the following:

• Progressive experience in customer-focused web product management and/or UX/UI design

• Experience leading web design or web/mobile product management teams

• Experience creating brand, new product introduction, and service design, culminating in a portfolio

• Experience leading large-scale implementation projects including website re-platforming

• Experience partnering with IT to create strategic plans to improve overall customer journey

• Experience with owning and optimizing onsite search tools like Coveo/Solr or similar

• Experience with E-Commerce platforms like Sitecore, Salesforce, or others

• Experience in design tools like Figma, Adobe and others

• Experience with landing pages creations and tools like Optimizely or Pardot

Software/Technical Skills

• Excellent command of MS Excel, MS PowerPoint, MS Visio, Figma, and Adobe Advanced Required

• Knowledge of creating A/B and/or multivariate tests and reporting of performance using UAT, UserZoom or other testing platforms Advanced Required

• Knowledge of Agile / Scrum, particularly as related to modern development environments for web and mobile Intermediate Required

• Knowledge of web technologies, including: HTML, CSS, JavaScript & XML Intermediate Required

• Knowledge of Microsoft Office & Word and other communication, presentation tools like Looker, Datahub or Tableau Intermediate Required

Other Skills/Knowledge/Abilities

• Demonstrated ability to build great digital products on time and with a focus on revenue opportunities Required

• Strong understanding of online marketing trends Required

• Ability to quickly identify, troubleshoot, and resolve issues Required

• Exceptional communication skills (written, verbal, and presentation) Required

• Ability to forge strong cross-functional relationships with internal stakeholders Required

• Ability to lead large scale projects like full site redesign, re-platform initiatives and other transformational programs Required

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers

#LI-Hybrid

• The salary (or hiring) range for this position is $160,000 - $175,000 per year

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit https://www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.