Director, Omnichannel Strategy & Experience Design

Role Overview

This role is responsible for defining the structure of customer engagement across the lifecycle. It translates business priorities, audience insights, and revenue goals into clear, actionable journey frameworks that guide execution across channels.

The focus is on designing the logic, sequencing, and decisioning behind customer journeys. This includes defining how and when customers are engaged, what signals drive interactions, and how channels work together to create a cohesive experience.

The appropriate candidate will have have an understanding of B2B enterprise SaaS business models, multi-stakeholder buying groups, and complex, non-linear customer journeys.

This is not a brand, creative, or campaign execution role. It is centered on lifecycle architecture, journey orchestration, and data-driven engagement strategy.

This role decides what gets built and why. It does not decide how it gets built technically (Martech), nor how it gets executed (Multichannel Experience Leads), nor how teams are trained to use it (Enablement). It operates at the level of business logic and experience design — the conceptual architecture that everything else is built on.

What You Will Do
Own Omnichannel Strategy & Roadmap
Define and evolve the omnichannel marketing strategy across the full customer and account lifecycle. Build and manage a prioritized journey roadmap aligned to business goals, revenue impact, and audience needs, and lead planning cycles to align stakeholders on priorities.

Design End-to-End Customer Journeys
Translate strategy into structured journey blueprints that define personas, buying groups, lifecycle stages, triggers, and desired outcomes. Establish how journeys progress across non-linear paths and how engagement evolves over time.

Define Decisioning, Personalization & Channel Orchestration
Determine how and when customers are engaged by defining branching logic, decision points, and personalization frameworks. Clarify the role of each channel within the journey and how signals (behavioral, intent, product usage, sales activity) drive interactions.

Ensure Cross-Functional Alignment
Work closely with data, martech, content, and operations teams to ensure journey designs are executable and aligned with platform capabilities. Translate business priorities into actionable design decisions and resolve cross-team dependencies.

Lead and implement the Enterprise Framework
Develop reusable experience design principles and journey frameworks that reduce design time for future journeys. Maintain a library of branching logic patterns, channel role templates, and persona maps that teams can adapt rather than rebuild. Ensure all individual blueprints are coherent with the overall personalization strategy and content architectureWhat We Are Looking For
The ideal candidate has designed lifecycle or omnichannel programs in B2B SaaS or enterprise environments where engagement is driven by:

• Account-level context and buying group dynamics
• Behavioral and intent-based signals
• Defining journey logic and orchestration

Qualifications

• 6+ years in B2B marketing, with strong experience in SaaS or Enterprise customer journeys
• Proven experience in lifecycle marketing, customer journey design, or journey orchestration
• Experience with experience design and marketing automation platforms (e.g., Marketo, Salesforce, Adobe, etc.)
• Experience supporting complex buying cycles with multiple stakeholders and long sales cycles
• Strong systems thinking and ability to translate strategy into structured frameworks
• Experience working closely with complex global organizations and creating frameworks that can be adopted and scaled

About MODintelechy
MODintelechy provides managed services to B2B organizations. We work with sales and marketing leaders to drive measurable growth and net revenue retention, often at the intersection of strategy, enablement, and change.

Location:
Remote, U.S.-based preferred
Occasional client travel may be required