Digital Customer Experience Lead

Lead the technical evolution of Oshkosh's customer touchpoints across global E-Commerce, CRM, and AI-driven experiences. Partner with cross-functional leaders to shape strategy, architecture, and execution for omnichannel, mobile-first customer interactions across the storefront and field-service apps. Design and optimize data pipelines that ingest IoT telemetry into Salesforce Data Cloud to trigger automated Service-to-Sale workflows and targeted aftermarket parts sales. Develop ML-driven storefront recommendations, deploy AI agents for 24/7 technical support, and create a self-service model for fleet uptime regardless of language or geography. Drive omnichannel and mobile-first initiatives (including PWAs and native tools) and enable geofencing, push notifications, and SSO to support a unified customer Golden Record across portals. Contribute to CRM modernization and a transition to a headless, multi-cloud architecture, ensuring bi-directional data flows between ERPs, E-Commerce, and Marketing Automation. Provide Next Best Action guidance to sales teams and help shape the technical roadmap for a scalable, enterprise-grade digital customer experience. These efforts support enterprise-scale e-commerce platforms for global markets and require collaboration with Product Engineering, CRM, and marketing teams.