What are the responsibilities and job description for the Director, Omnichannel Customer Experience & Strategic Initiatives position at Ashley Furniture Industries?
Build Your Career with Ashley Furniture
The Director, Omnichannel Customer Experience & Strategic Initiatives is the enterprise leader responsible for defining, governing, and advancing Ashley Furniture’s customer-centric omnichannel strategy across retail, e-commerce, customer care, delivery, and emerging channels. This role sets the experience vision and roadmap, establishes cross-channel standards and decision rights, and leads a portfolio of strategic initiatives that improve the end-to-end customer journey.
This is not a technical role, but it requires strong omnichannel fluency and the ability to lead a team that includes system subject matter experts and process leaders. The Director partners closely with senior stakeholders to translate strategy into execution—driving measurable improvements in customer outcomes, operational performance, and enterprise alignment.
Responsibilities
Omnichannel CX Vision, Roadmap, and Governance
Education
At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo. It’s the reason we’re always searching for better ways to delivering an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.
Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.
Apply today and find your home at Ashley!
Benefits We Offer
To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:
Corporate Social Responsibility
We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.
The Director, Omnichannel Customer Experience & Strategic Initiatives is the enterprise leader responsible for defining, governing, and advancing Ashley Furniture’s customer-centric omnichannel strategy across retail, e-commerce, customer care, delivery, and emerging channels. This role sets the experience vision and roadmap, establishes cross-channel standards and decision rights, and leads a portfolio of strategic initiatives that improve the end-to-end customer journey.
This is not a technical role, but it requires strong omnichannel fluency and the ability to lead a team that includes system subject matter experts and process leaders. The Director partners closely with senior stakeholders to translate strategy into execution—driving measurable improvements in customer outcomes, operational performance, and enterprise alignment.
Responsibilities
Omnichannel CX Vision, Roadmap, and Governance
- Define the enterprise omnichannel CX vision and translate it into a prioritized roadmap with clear outcomes
- Establish journey-level governance (decision rights, standards, and escalation paths) to ensure cross-channel consistency
- Align customer experience priorities with business goals, operational realities, and scalable execution
- Own key end-to-end journeys (e.g., browse-to-buy, order-to-delivery, service-to-resolution, returns/exchanges) and define what “good” looks like
- Standardize customer-facing policies and communications expectations where consistency drives trust and reduces friction
- Drive simplification by reducing handoffs, exceptions, and variability across channels
- Lead a portfolio of omnichannel CX initiatives from concept through adoption and sustained performance
- Drive accountability across business partners through clear operating cadence, decisions, and follow-through
- Maintain working knowledge of omnichannel CX operating models and enabling ecosystems (e.g., OMS concepts, CRM, e-comm, POS, customer care tools) to guide business direction
- Benchmark Ashley’s experience maturity and identify pragmatic improvements based on best practices
- Provide leadership with decision-ready recommendations grounded in customer impact and operational feasibility
- Define and operationalize omnichannel CX KPIs and a performance review cadence tied to customer and business outcomes
- Translate insights into prioritized actions and decisions (what to fix, why it matters, and what success looks like)
- Ensure progress is communicated clearly and consistently to stakeholders and executives
- Build and lead a high-performing team with strong clarity on roles, priorities, and delivery expectations
- Coach leaders and SMEs to translate business needs into actionable work and sustainable adoption
- Develop capability across journey thinking, change adoption, stakeholder leadership, and outcome-based execution
Education
- Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience, or related field required
- Master's degree in Business Administration (MBA) or related field preferred
- 10 years of progressive experience in omnichannel customer experience, retail operations, e-commerce, or strategic program management
- 5 years in leadership roles with responsibility for cross-functional strategy development and execution
- Proven track record defining and executing enterprise-level customer experience strategies across multiple channels
- Experience managing complex, multi-stakeholder initiatives from concept through sustained adoption
- Demonstrated success leading teams including SMEs, process leaders, and cross-functional project resources
At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo. It’s the reason we’re always searching for better ways to delivering an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.
Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.
Apply today and find your home at Ashley!
Benefits We Offer
- Health, Dental, Vision, Employee Assistance Program
- Paid Vacation, Holidays, and Your Birthday off
- Generous Employee Discount on home furnishings
- Professional Development Opportunities
- Ashley Wellness Centers (location specific) and Medical Tourism
- Telehealth
- 401(k) and Profit Sharing
- Life Insurance
- Honesty & Integrity
- Passion, Drive, Discipline
- Continuous Improvement/Operational Excellence
- Dirty Fingernail
- Growth Focused
To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:
Corporate Social Responsibility
We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.