Executive Director-Digital (Customer Product Family)

General Summary of Job Responsibilities

This Executive Director role in the Applications & Analytics organization is accountable for leading the Customer Product Family—setting the vision, strategy, and operating model to deliver modern, customer-centric digital products and experiences at enterprise scale. The role oversees the end-to-end product lifecycle, ensuring solutions are aligned to business priorities, deliver measurable customer and business value, and continuously evolve to meet changing needs.

This role will build and lead a high-performing, cross-functional organization, while establishing scalable practices for product delivery, customer insight, and value realization. This leader partners closely with business leaders, Customer organization stakeholders, and enterprise functions to prioritize investments, drive product roadmaps, and ensure alignment between capacity and demand.

Through strong leadership, disciplined execution, and governance, this role fosters a culture of product excellence, innovation, and accountability—enabling the organization to deliver seamless, data-driven customer experiences and advance strategic priorities.

Essential Duties and Responsibilities

• Provide strategic oversight of multiple product portfolios; ensure coordinated delivery of enterprise business value. Optimize resource allocation, workforce planning, and financial investment across digital teams. Establish and monitor performance metrics that drive value, flow, quality, and customer impact.


• Shape and communicate the digital vision, priorities, and multi‑year strategy for key business capabilities & digital domains. Partner with executives, committees, cross functional leadership groups and governance bodies to align digital investments with enterprise priorities and business value. Serve as an enterprise advocate for customer‑centric, data‑driven digital experiences.


• Lead, mentor, and grow a leadership team across multiple digital disciplines. Foster a culture of accountability, innovation, inclusion, and psychological safety. Champion transformational change, modern ways of working, and adoption of digital operating models across the enterprise.


• Define and steward digital standards, governance practices, and operating rhythms that promote predictable, scalable delivery. Apply systems thinking and insights to improve organizational effectiveness and reduce waste. Sponsor enterprise‑level continuous improvement initiatives across product families and digital domains.


• Anticipate evolving digital, workforce, and technology trends. Guide multi‑year capability building to ensure the organization remains digitally mature and future ready.


• Other duties as assigned or may be necessary

Knowledge/Skills/Abilities

• Relationships & Executive Collaboration - Builds high-trust partnerships at the senior executive level; navigates complex organizational landscapes.


• Talent & Culture Leadership


• Change Leadership


• Operational & Financial Acumen - Skilled in portfolio management, resource strategy, and operational performance.


• Enterprise Leadership


• Communication & Influence - Communicates with clarity at an executive level; influences decisions across functions and governance bodies.


• Digital & Technical Fluency - Deep understanding of digital disciplines, modern product organizations, and the workforce needed to support them.


• Strategic Thinking & Foresight - Connects enterprise strategy to digital capability, workforce, and portfolio needs.


• Lean/Agile Systems Leadership — Defines standards, drives organizational adoption, and uses systems thinking to improve performance.

Education/Experience

• Bachelor's degree in IT or related field and 12+ years of progressive leadership experience overseeing large cross‑functional digital or product organizations, with a track record of driving enterprise‑level digital transformation and delivering measurable business outcomes. 


• [OR] Assocaites degree in IT or related field and 14+ years of progressive leadership experience overseeing large cross‑functional digital or product organizations, with a track record of driving enterprise‑level digital transformation and delivering measurable business outcomes. 


• [OR] High School diploma and 16+ years of progressive leadership experience overseeing large cross‑functional digital or product organizations, with a track record of driving enterprise‑level digital transformation and delivering measurable business outcomes.