Vice President, Digital Customer Experience (AI)

Location: Scottsdale, Arizona, United States — Technology & Digital Commerce Center

Salary: $240,000–$330,000 annually, plus eligibility for an annual bonus and annual common-stock awards through Choice’s incentive plans.

Company

hirify.global is a global lodging franchisor with 7,500 hotels across 45+ countries and territories.

What you will do

• Define and evolve the multi-year digital customer experience strategy across ChoiceHotels.com, mobile web, the mobile app, and emerging digital platforms.
• Connect inspiration, discovery, shopping, booking, loyalty engagement, reservation management, customer support, and post-stay interactions into a cohesive guest journey.
• Lead digital content strategy, governance, quality, merchandising, and optimization across hotel- and brand-specific content.
• Partner with Product Management, UX, Engineering, Marketing, Loyalty, Customer Care, Operations, Revenue Management, Distribution, and Finance to align roadmaps and delivery.
• Own digital revenue, conversion, engagement, self-service, customer satisfaction, and service-resolution outcomes.
• Build and lead a high-performing organization spanning Product Marketing, Digital Content, and Customer Care/Digital Servicing.

Requirements

• 15+ years of experience in digital customer experience, digital commerce, digital marketing, product management, customer care, service transformation, or digital experience leadership.
• Proven accountability for large-scale digital revenue performance, customer engagement, and service-experience outcomes.
• Experience leading cross-functional initiatives across marketing, product, engineering, customer care, loyalty, operations, and commercial teams.
• Experience setting digital product, content, and customer experience vision for web, mobile app, mobile web, and service channels.
• Deep expertise in digital experience platforms, digital commerce, analytics, customer experience optimization, conversion funnels, personalization, loyalty servicing, and service-resolution journeys.
• Significant experience managing senior leaders and building high-performing organizations, with familiarity with agile delivery, service design, voice-of-customer programs, and data-driven decision-making.

Culture & Benefits

• Medical, dental, and vision coverage.
• Paid leave and time off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Retirement and health-savings benefits.
• Employee recognition programs.
• Discounts at Choice hotels worldwide.
• Organizational values include respect, boldness, speed, curiosity, listening, and integrity.