Digital Customer Experience Platform Leader

Location: Morris Plains

Reports to: Sr. IT Director (dotted line to Commercial and Supply Chain leadership)

Level: Director

Role Purpose

The Digital Customer Experience (DCX) Platform Leader is responsible for transforming how Solstice Advanced Materials engages customers across digital channels for all touchpoints from technical discovery and specification through ordering, delivery, and support. This role will optimize the customer experience for a complex advanced materials portfolio, enabling customers to engage with Solstice more easily, intelligently, and predictably while improving commercial effectiveness and operational efficiency. The DCX Leader partners closely with Commercial, Marketing, Supply Chain, R&D, and IT to deliver AI-enabled, data-driven, and scalable digital experiences that support growth and differentiation.  We seek candidates who not only bring exceptional technical capability but also demonstrate ownership, collaboration, integrity, continuous learning, and strong communication.

Strategic Objectives

• Simplify how customers discover, specify, order, and support Solstice materials
• Enable self-service and AI-assisted technical and commercial interactions
• Improve customer satisfaction, retention, and share of wallet
• Reduce friction and manual effort across sales, service, and supply chain
• Translate customer needs into scalable digital capabilities that support growth

Responsibilities

Key Responsibilities

• Lead Solstice’s digital customer experience strategy aligned to commercial growth, operational scalability, and customer centricity
• Develop and lead a multi-year, value-based digital roadmap
• Be a People-Centered Leader, building an inclusive, engaging, and high-performance team; leading with empathy and accountability, and investing in team development
• Own and redesign end-to-end customer journeys to identify and reduce friction points, redesigning journeys to be simpler, faster, and more predictable, while preserving consultative nature of technical sales
• Evolve customer-facing digital platforms integrated with ERP, CRM, supply chain, quality, and product systems.  Ensure platforms are secure and scalable
• Lead AI-enabled customer engagement while ensuring IP protection, data security, and regulatory compliance to improve the seller’s experience
• Define and drive success metrics, own business cases, and drive adoption through enablement and change management

Qualifications

Qualifications & Experience

• Bachelor’s degree required; advanced degree preferred
• 10+ years of experience in digital customer experience, commercial transformation, or product management
• Proven success delivering customer-facing digital platforms in complex B2B or industrial environments
• Strong understanding of CRM, ERP, order-to-cash processes, and technical product information management
• Demonstrated ability to lead cross-functional initiatives through influence

Highly Desirable

• Experience in advanced materials, chemicals, industrial manufacturing, or engineered products
• Familiarity with specification-driven sales and technical customer engagement
• Practical experience applying AI and analytics to customer use cases
• Experience partnering closely with R&D and manufacturing teams

Key Competencies

• Deep customer empathy in technical B2B environments
• Strong commercial and operational acumen; ability to translate science and complexity into simplicity for customers
• Demonstrates learning agility, actively seeking feedback from business partners, peers, and teams.  Curious and oriented to a growth mindset.
• Uses data, retrospectives, and post‑incident reviews to improve platforms, delivery models, and operating discipline.
• Invests personally and organizationally in modern skills (cloud, data, cybersecurity, AI, OT/IT convergence) with a strong focus on attracting and developing top talent.  Has a history of developing future leaders.
• Leads with respect, transparency, and authenticity, especially during change or disruption.  Maturity to adapt leadership style to situation and organization needs.
• Encourages experimentation while balancing operational stability.

What Success Looks Like

• Customers can quickly find, specify, and order the right materials, making E2E customer journey seamless.
• Sales and service teams spend less time on manual, low-value work
• Order visibility and predictability improve across the network
• Digital channels actively support revenue growth and customer loyalty
• Solstice is seen as easy to do business with despite product complexity

PAY RANGE

The annual base salary range for this position is $201,063 – 251,622. Please note that this salary information serves as a general guideline. Solstice considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

This position is incentive plan eligible.

BENEFITS OF WORKING FOR SOLSTICE ADVANCED MATERIALS

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Solstice Advanced Materials employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

Solstice Advanced Materials is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

About Us

About Solstice Advanced Materials

Solstice Advanced Materials is a leading global specialty materials company that advances science for smarter outcomes. Solstice offers high-performance solutions that enable critical industries and applications, including refrigerants, semiconductor manufacturing, data center cooling, nuclear power, protective fibers, healthcare packaging and more. Solstice is recognized for developing next-generation materials through some of the industry's most renowned brands such as Solstice®, Genetron®, Aclar®, Spectra®, Fluka™, and Hydranal™. Partnering with over 3,000 customers across more than 120 countries and territories and supported by a robust portfolio of over 5,700 patents, Solstice’s approximately 4,000 employees worldwide drive innovation in materials science. For more information, visit Advanced Materials.