Principal Web Conversion Optimization & Digital Customer Experience
$150,000–$200,000 year
On-siteHouston, Texas, United States
Job Summary
Translate company and customer experience goals into a clear AI-enabled CX strategy, including objectives, success metrics, and prioritized roadmaps. Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment. Develop and manage web analytics reporting from lead generation to sale, maintaining executive dashboards and conducting deep-dive analyses to identify optimization opportunities. Provide end-to-end support of the clickstream data lifecycle, including requirements gathering, tagging, UAT, and validation. Map and refine key customer journeys to identify friction, leading implementation and measurement of experience initiatives. Present insights and CX outcomes to senior leadership while building business cases grounded in ROI and operational benefits.
Required Qualifications
- High School Grad / GED
- Bachelor's or Equivalent Experience
- 7+ years
Desired Qualifications
- Strong analytical and problem-solving skills, with experience leveraging data and AI to drive customer experience improvements
- Proven knowledge managing large-scale data and analytics projects
- Experience with Google Analytics (preferred) or Adobe Analytics for data collection and analysis
- Proficiency with reporting and visualization tools such as Looker Studio, Power BI, and digital marketing platform-specific dashboards
- Ability to translate complex data and AI concepts into clear business and customer outcomes
- Proven experience in data-stitching and synthesizing data from disparate sources to create deeper insight value
- Deep empathy for customers and strong understanding of end-to-end business operations
- Ability to communicate analyses, findings, conclusions, and recommendations to marketing and operating stakeholders
- Customer journey mapping and experience design
- Project and change management
- Applied AI and analytics in customer experience environments
- UX and service design
- Development of customer-facing and frontline enablement content
- Leading cross-functional initiatives that reduce customer pain points through automation and intelligence
- Experience integrating AI into analytics and marketing initiatives
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