Director, Digital Experience
$113,286–$141,607 year
On-siteWaterloo, Ontario, Canada
Job Summary
Lead the University's digital experience strategy, defining a coordinated approach to digital platforms, user experience, and content governance that supports institutional priorities. Establish frameworks and standards for web, social media, and shared digital environments to ensure consistency, accessibility, and security across a decentralized campus. Manage the enterprise digital platform portfolio, including web, email, and social channels, while partnering with Brand, Recruitment, and Information Systems to align strategy with operational requirements. Oversee digital performance measurement, analytics, and continuous improvement to drive user engagement and effectiveness. Lead a team of managers and professional staff, developing shared frameworks and tools that improve strategic discipline and capability across the Digital Experience practice. Manage budgets, contracts, and external supplier relationships to maximize value from digital service delivery.
Required Qualifications
- Undergraduate degree in digital media, information systems, communications, marketing, or a related field
- 7–9 years of progressive experience in digital strategy, digital experience, user experience, digital governance, or a related field
- 3–5 years' experience leading, managing, and developing staff within a complex, multi-stakeholder environment
- Demonstrated experience delivering enterprise digital strategies, platform initiatives, or digital transformation programs
- Experience applying analytics, user research, and performance insights to inform strategy and decision-making
- Experience working effectively across decentralized or matrixed environments and partnering with technical teams, platform owners, academic units, and senior leaders
- Experience managing budgets and external vendors in support of digital service delivery
- Strong expertise in digital experience strategy, user-centred design, digital governance, and accessibility
- Advanced knowledge of enterprise web ecosystems, content management systems, analytics platforms, digital channels, and platform governance
- Ability to translate institutional priorities into coherent digital strategies while balancing user needs, accessibility requirements, and institutional standards
- Strong analytical capability and comfort using data, research, and user insight to inform prioritization, investment, and continuous improvement
- Ability to lead cross-functional initiatives and influence diverse stakeholders
- Excellent verbal and written communication, presentation, and executive influencing skills
- Strong understanding of digital performance measurement, accessibility standards, and user experience best practices
- Demonstrated ability to lead organizational change and influence adoption of enterprise standards and practices
- Demonstrated ability to balance strategic priorities, operational requirements and stakeholder interests in a complex environment
- Demonstrated political acuity, diplomacy, and sound judgment when navigating complex organizational, stakeholder, and reputational considerations
- Strong relationship-management capability across senior leadership and distributed communications environments
- Understanding of higher education or similarly complex organizations
Desired Qualifications
- Graduate degree
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