Design end-to-end onboarding/ offboarding journeys across products and services
Define what “good onboarding” looks like at every stage
Create repeatable onboarding flows that scale without losing quality
Reduce time-to-value for members
Map the full member journey (pre-sale → onboarding → adoption → steady-state)
Identify friction points, drop-offs, and confusion
Design clear handoffs between Sales, Support, PA, PODS, etc.
Ensure consistency across touchpoints
Design and document onboarding SOPs, workflows, and decision rules
Ensure systems (HubSpot, Support Services, forms, comms) support the experience
Create clarity around roles, responsibilities, and ownership
Work with Sales, Support, Ops, and Delivery to align onboarding/ offboarding expectations
Ensure internal teams know: What happens when, Who owns what, What the member experience should feel like
Use feedback (exit surveys, onboarding feedback, adoption metrics)
Iterate onboarding flows intentionally
Test and refine based on real member behaviour

Member Lifecycle, Operations Specialist

Key skills