Practice Lead, Experience Intelligence

Practice Lead, Experience Intelligence

Company: WON.ai

Level: Executive / Practice Leader

Focus: Retail, E-commerce & Consumer

The Opportunity

WON.ai is building a new kind of AI transformation firm for consumer businesses.

Our Experience Intelligence practice sits at the intersection of business strategy, customer experience, commerce, data, design, and AI. We help retail, e-commerce, and consumer businesses understand where customer experience is creating or destroying enterprise value, determine what should change, and turn those insights into measurable business outcomes.

We are looking for the executive who will lead that practice.

This is not a traditional UX, CRO, digital experience, or e-commerce leadership role. It is also not traditional consulting where the work ends with a strategy deck.

We need someone who deeply understands how consumer businesses make money.

Someone who can walk into a room with a CEO, CMO, CFO, Chief Digital Officer, or private equity operating partner and connect what is happening across acquisition, conversion, merchandising, pricing, promotions, retention, loyalty, customer experience, and technology directly back to the P&L.

Someone who can absorb enormous amounts of information, identify the few things that actually matter, determine what they are worth, and turn those findings into a clear plan of action.

And increasingly, someone who understands how AI fundamentally changes what is possible.

The core question behind the practice is simple:

Where is economic value being created or lost across the customer experience, why is it happening, and what should we do about it?

The Practice Lead, Experience Intelligence will own our ability to answer that question exceptionally well.

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What Experience Intelligence Means at WON.ai

Experience Intelligence is not about making experiences better for the sake of making experiences better.

It is about making the business perform better through the experience.

We look across the entire commercial and customer system — demand creation, acquisition, shopping, conversion, merchandising, pricing, promotions, retention, loyalty, service, and lifetime value.

At a high level:

Traffic × Conversion × AOV × Purchase Frequency × Margin × Retention = Economic Outcome

But the real work happens underneath those numbers.

Why isn’t conversion higher?

Why are customers failing to repurchase?

Why is promotional dependency increasing?

Why isn’t personalization producing incremental margin?

Why are acquisition costs rising faster than customer value?

Where is merchandising helping or hurting the customer journey?

Why does a company have enormous amounts of customer data but still deliver essentially the same experience to everyone?

Where does observed customer behavior contradict what leadership believes?

Where are teams optimizing their individual metrics while inadvertently damaging the economics of the overall customer relationship?

Which opportunities are genuinely material — and which are simply interesting?

And increasingly:

What becomes possible when AI changes the cost, speed, intelligence, and personalization of the entire system?

This practice exists to find those answers and turn them into action.

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What You Will Own

Lead Experience Intelligence

You will own the strategic and intellectual leadership of WON.ai’s Experience Intelligence practice.

You will lead complex engagements across retail, e-commerce, and consumer businesses, bringing together quantitative analysis, qualitative research, customer behavior, competitive intelligence, financial performance, and executive judgment to develop a clear understanding of what is actually happening inside a business.

You should be equally comfortable discussing:

* Revenue growth and profitability

* Customer acquisition economics

* Conversion and funnel performance

* Average order value

* Gross and contribution margin

* Retention and repeat purchase

* Customer lifetime value

* Loyalty and membership economics

* Merchandising

* Pricing and promotions

* Customer segmentation

* Personalization

* Digital product and experience

* CRM and lifecycle marketing

* Store + digital integration

* Customer service

* Data and measurement

* AI-enabled customer experiences

Most importantly, you must understand how these things interact as a system.

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Own the P&L Narrative

We believe customer experience strategy should be grounded in economics.

Every major recommendation from Experience Intelligence should eventually answer:

What is this worth?

You will establish the discipline for translating customer and experience opportunities into measurable financial outcomes, including:

* Incremental revenue

* Contribution margin

* CAC efficiency

* Conversion

* AOV

* Purchase frequency

* Retention

* LTV

* Promotional efficiency

* Cost-to-serve

* Technology costs

* EBITDA impact

A conversion increase isn’t inherently valuable if it comes from discounting that destroys contribution margin.

Retention isn’t inherently valuable if the economics of retaining the customer don’t make sense.

Personalization isn’t valuable simply because it is sophisticated.

We want to understand the economic consequence of the decisions we recommend.

Our clients should leave an engagement understanding:

Here is what we found.

Here is why it is happening.

Here is what it is worth.

Here is what we should do.

Here is what happens first.

Here is how we will measure whether it worked.

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Help Shape WON.ai’s Proprietary Intelligence System

A major part of WON.ai’s long-term advantage is the proprietary insights and analysis system we are building behind our work.

Our goal is to create an intelligence layer capable of connecting signals across areas such as:

* Financial performance

* Customer behavior

* Digital analytics

* Acquisition

* Retention and cohort behavior

* Merchandising

* Pricing and promotions

* Loyalty

* Customer research

* Executive and employee interviews

* Customer service interactions

* Competitive intelligence

* Industry benchmarks

* Experimentation

* Historical WON.ai engagements

You will not own or build the underlying technology.

But you will be one of the most important people informing the intelligence behind it.

You will work closely with our AI, product, data, and technical teams to ensure the system reflects how exceptional consumer executives and strategists actually think.

You will help us answer questions like:

What should we be looking for?

Which signals actually matter?

How should those signals be interpreted together?

What benchmarks are meaningful?

What patterns indicate a deeper business problem?

What additional questions should be asked before reaching a conclusion?

How should opportunities be evaluated financially?

What separates an interesting observation from a material opportunity?

Your judgment and domain expertise will help shape the intelligence we encode into the system.

And the relationship will increasingly work in both directions.

The system will augment our teams with accumulated benchmarks, patterns, historical knowledge, analysis, and hypotheses — allowing them to move faster and see things that would otherwise be difficult to recognize.

The goal isn’t to automate strategic judgment.

It is to compound it.

Every engagement should make WON.ai smarter.

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Turn Intelligence Into Action

Finding the opportunity is only the beginning.

The Experience Intelligence Practice Lead owns the critical transition from insight to action.

Our proprietary systems and teams may identify patterns, anomalies, benchmarks, opportunities, and hypotheses.

You and your team determine what they actually mean and what the client should do about them.

You will turn intelligence into:

* Clear diagnoses

* Financially grounded business cases

* Strategic recommendations

* Prioritized opportunities

* Transformation roadmaps

* Experience requirements

* Experimentation plans

* Measurement frameworks

* Clear briefs for execution

Our model should consistently move through:

Data → Signal → Insight → Judgment → Economic Impact → Strategy → Action Plan → Production → Measurement → Learning

We don’t want to produce interesting presentations.

We want to produce better businesses.

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Partner With Production to Execute

WON.ai’s designers, engineers, data specialists, and technical builders sit within a separate shared Production organization supporting both Experience Intelligence and Operational Intelligence.

You will not manage the Production organization.

Instead, you will be responsible for giving them exceptionally important problems to solve and exceptionally clear definitions of success.

Experience Intelligence should be able to articulate:

Here is the business problem.

Here is the evidence.

Here is what it is costing the company.

Here is the behavior or outcome we need to change.

Here is the opportunity.

Here are the constraints.

Here is how we will measure success.

Production brings the design and technical expertise required to determine how best to build it.

You will work closely with Production throughout implementation to ensure what gets built remains connected to the original strategic objective and economic opportunity.

Experience Intelligence owns the why, what, priority, and business outcome.

Production owns the craft and technical execution.

Neither operates successfully without the other.

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Close the Learning Loop

Our work should create a compounding advantage.

We don’t simply want to recommend something, implement it, and move on.

We want to understand what happened.

Did conversion actually increase?

Did the expected customers respond?

Did retention improve?

Did margin improve?

Did customer behavior change?

Was our original hypothesis correct?

Were there unintended consequences?

Those outcomes should inform our methodologies, benchmarks, recommendations, and proprietary intelligence system.

The flywheel becomes:

More engagements → more proprietary intelligence → better pattern recognition → better recommendations → better execution → measurable outcomes → better intelligence.

Building that flywheel is fundamental to this role.

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Lead AI-Native Experience Strategy

You don’t need to be an AI engineer.

But you need to deeply understand what AI makes possible.

You should be capable of rethinking traditional assumptions around:

* Search and discovery

* Product recommendations

* Personalization

* Merchandising

* Content

* Customer service

* Lifecycle marketing

* Loyalty

* Promotions

* Segmentation

* Experimentation

* Customer research

* Digital interfaces

* Agentic commerce

We are not interested in attaching AI features to existing experiences because AI is fashionable.

We want to understand where AI allows the underlying experience, economics, or business model to fundamentally change.

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Partner With Operational Intelligence

Experience Intelligence and Operational Intelligence are peer practices within WON.ai.

Experience Intelligence primarily focuses on customers, growth, commerce, and experience.

Operational Intelligence primarily focuses on how the enterprise itself operates.

The two frequently intersect.

A customer experience problem may actually originate in inventory, data, organizational structure, workflow, technology, or another operational system.

Likewise, an operational transformation may create entirely new possibilities for the customer experience.

You will work closely with our Operational Intelligence Practice Lead to identify these intersections and determine when the best answer requires both practices.

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Build the Practice

This is ultimately a business-building role.

You will help determine:

* What we sell

* How engagements are structured

* How we price them

* How we deliver them

* What talent we hire

* What methodologies we develop

* What proprietary intelligence we capture

* What benchmarks we build

* What technology we should enable

* What intellectual property we create

* What insights we publish

* Where the practice expands

You will build and lead an exceptional team of strategists, analysts, experience leaders, and domain experts.

Over time, you will own the quality, reputation, economics, intellectual advantage, and growth of the Experience Intelligence practice.

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Who We Are Looking For

There is no single perfect career path for this role.

You may have been a senior executive at a major retailer or consumer brand.

You may have led e-commerce, digital, customer, growth, or transformation.

You may have been a partner or senior leader inside a world-class strategy or transformation consultancy.

You may have built your career across several of those environments.

The background matters less than the way you think.

Deep Consumer Business Fluency

You understand retail and e-commerce far beyond the website.

You understand how the business actually makes money.

You can discuss merchandising with a merchant, acquisition with a CMO, experience with a product leader, retention with a CRM leader, and margin with a CFO.

Exceptional Financial Acumen

You are deeply fluent in P&Ls and unit economics.

You instinctively translate strategic recommendations into financial consequences.

You understand the difference between increasing a metric and creating enterprise value.

Exceptional Pattern Recognition

You can absorb enormous amounts of messy quantitative and qualitative information and identify the underlying narrative.

You see relationships other people miss.

You can distinguish signal from noise.

And you can help translate that judgment into systems and methodologies that make the rest of the organization smarter.

Strategic Judgment

You know the difference between something that is interesting and something that matters.

You can identify the handful of decisions that could materially change the trajectory of a business.

Operator Mentality

You don’t stop at telling someone what should happen.

Your instinct is to ask:

How do we actually make this happen?

You understand the organizational, technological, financial, and operational realities involved in turning strategy into results.

Executive Presence

You can sit across from CEOs, CFOs, CMOs, boards, and private equity operating partners and command credibility.

You can challenge assumptions without creating unnecessary friction.

And you can make complicated ideas feel remarkably clear.

AI Fluency and Curiosity

You actively use AI and understand its rapidly evolving capabilities and limitations.

You don’t need to build the models.

But you need to be capable of imagining businesses that operate fundamentally differently because AI exists.

Builder Mentality

You don’t want to inherit a mature consulting practice and maintain it.

You want to build one.

The team. The methodology. The intellectual property. The client base. The reputation. And the proprietary intelligence that makes WON.ai increasingly difficult to compete with.

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What Great Looks Like

Within the first year, WON.ai should have a clearly differentiated Experience Intelligence methodology and a growing portfolio of measurable client outcomes tied directly to revenue, margin, customer economics, and enterprise value.

Our proprietary intelligence system should be meaningfully smarter because of the expertise and patterns this practice contributes to it.

Our teams should be able to move faster from enormous amounts of messy information to a small number of financially material conclusions.

Those conclusions should translate into clear transformation programs that our Production organization can execute.

And the results of that work should continuously improve what we know.

Ultimately, when the CEO of a major consumer business asks:

“Where are we leaving money on the table, why is it happening, and how should AI change what we do about it?”

WON.ai should have one of the best answers in the market.

And we should be able to turn that answer into action.

The Practice Lead, Experience Intelligence is responsible for making that true.