Digital Experience Specialist II

Role Overview

• Design and manage digital engagement initiatives, such as in-application messaging, guided product experiences, knowledge resources, and lifecycle communications, to support customer onboarding, feature adoption, and retention objectives.
• Analyze user behavior, engagement metrics, and product usage data to identify trends, diagnose experience gaps, and recommend data-informed improvements to digital touchpoints.
• Configure and maintain digital experience elements within approved platforms, ensuring accuracy, consistency, and alignment with brand, product, and customer experience standards.
• Partner with cross-functional stakeholders, such as product management, customer success, marketing, and operations, to align digital experience initiatives with product updates, customer lifecycle milestones, and organizational priorities.
• Plan and coordinate digital experience projects, including defining scope, timelines, dependencies, and success measures, while monitoring progress and mitigating risks within established guidelines.
• Evaluate the effectiveness of digital engagement activities through performance reporting, experimentation, and structured feedback, documenting insights and recommending enhancements to improve user satisfaction and business outcomes.
• Contribute to the development and maintenance of best practices, documentation, and scalable frameworks that support consistent digital experience delivery across markets and functions.
• Ensure digital engagement activities adhere to internal policies, data governance standards, and user experience guidelines.
• Perform other duties and responsibilities as required to support business needs.

Requirements

• Typical experience: 3+ years in related role or experience.
• Actual experience may vary depending on role complexity, geography, and internal development opportunities or a comparable mix of training, education, and experience.
• Demonstrated ability to design and manage digital engagement or customer experience initiatives within a SaaS or technology-enabled environment.
• Proficiency in interpreting user behavior data and translating insights into actionable recommendations that improve digital experiences.
• Experience working with digital engagement or customer experience platforms and applying configuration capabilities within established parameters.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to exercise sound judgment within defined policies and procedures.
• Effective project coordination skills, including planning, prioritization, and management of multiple concurrent initiatives.
• Strong written and verbal communication skills, with the ability to collaborate effectively across cross-functional teams.
• Ability to adapt to evolving business priorities and apply structured approaches to continuous improvement.