Associate Manager, Digital Customer Experience and Innovation
About the Role
As Associate Manager, Digital Customer Experience and Innovation, you will drive the execution of next-generation digital customer experience initiatives that enhance how customers discover, engage, and shop across Kohl’s digital ecosystem. You will bring the customer experience strategy to life through personalization, experimentation, targeted engagement, and emerging capabilities such as guided selling and AI-powered interactions. This role blends strategic thinking and hands-on execution, requiring you to translate vision into scalable programs that improve relevance, increase conversion, and drive revenue growth. You will partner closely with cross-functional teams to operationalize data-driven experiences and continuously optimize performance across digital touchpoints.
What You’ll Do
Execute against the digital customer experience and personalization roadmap, translating strategy into scalable programs
Lead development, execution, and optimization of digital customer experience advancements and personalization initiatives across digital channels
Design and implement A/B and multivariate tests to validate hypotheses and improve performance
Support evolution of 1:1 engagement strategies leveraging behavioral, transactional, and contextual data
Partner with Product, Technology, Analytics, and Marketing to deliver personalization, recommendations, and targeted offers
Contribute to conversational commerce and guided selling pilots and test programs
Leverage customer insights and performance data to identify opportunities and inform prioritization
Monitor performance against KPIs (key performance indicators) including engagement, conversion, and revenue and translating insights into action
Drive continuous improvement through a structured test-and-learn approach
Build strong cross-functional partnerships to ensure alignment and execution
Additional tasks may be assigned
What Skills You Have
Required
Bachelor’s Degree in Business, Marketing, Engineering, Computer Science, or related field
4+ years of experience in Digital Experience, Personalization, Marketing, E-commerce, Product, or related field
Experience with A/B testing, experimentation frameworks, and optimization strategies
Preferred
Experience with personalization engines, recommendation systems, or AI-driven experiences
Experience with digital marketing or e-commerce platforms
Exposure to conversational commerce, guided selling, or digital innovation
Experience in retail or e-commerce environments