Digital Strategy Lead

About The Role

We're hiring for a Senior Lead to define and execute Notion's CX Digital Strategy across the post-sales journey. This role operates like a product leader for digital CX: owning the strategy, roadmap, and outcomes for scalable customer experiences across channels such as Help Center, Chatbot/AI, in-product education, lifecycle, and social. You'll orchestrate a cross-functional pod spanning User Operations, Direct Support, RevOps, Marketing, and CX Engineering to deliver an industry-leading, AI-powered support experience that measurably improves self-serve resolution, CSAT, FRT/SLA adherence, and cost to serve.

This is a highly strategic, hands-on role for someone who thinks like a PM, partners deeply across the business, and is energized by building systems and programs and influencing stakeholders across the organization to drive results.

Responsibilities

• Own the end-to-end digital CX strategy for post-sales, spanning Help Center, AI chatbot, in-product education, lifecycle, and social support touch points

• Translate vision into a prioritized, data-informed roadmap with clear success metrics and experiment design

• Build and run a cross-functional program: establish intake, prioritization, and cross-team operating cadences with User Ops, Direct Support, RevOps, Marketing, Product Ops, and CX Engineering

• Partner with Product Education and CX Enablement to ensure a content pipeline that powers external and internal experiences

• Improve customer journeys via funnel mapping and journey analytics

• Coordinate with regional support leaders to protect first response time SLAs

• Maintain a high bar for quality, governance, and compliance across digital CX assets and automations

Skills And Experience

• 8+ years in product management, program management, digital CX, or related strategy roles

• Demonstrated experience building scalable, data-driven customer experiences across at least two of: Help Center, chatbots/AI automation, in-product education, lifecycle surfaces, social support

• Strong analytical skills with the ability to define KPI frameworks, run experiments, and translate insights into action

• Excellence in cross-functional leadership without direct authority

• Familiarity with modern CX stacks and AI capabilities for support, routing, and content generation

• Outstanding written communication and systems thinking

Nice To Haves

• Experience leading digital CX in a high-growth SaaS environment

• Experience partnering with regional support leaders to deliver global programs

• Familiarity with Zendesk, CX chatbot(s), and digital experimentation tooling