Digital Experience Lead

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At Updater we're dedicated to transforming customer experiences through innovative digital solutions. We’re on the lookout for a dynamic and experienced Digital Experience Manager to join our Customer Success and Training Team. In this role you’ll play a crucial part in shaping and enhancing our digital customer journeys driving adoption and optimizing our Digital Adoption Platform (DAP).

Key Responsibilities:

• Own and Innovate the Digital Customer Journey: Lead the design development and execution of an end-to-end digital customer journey that emphasizes automation and seamless onboarding.

• Manage the DAP: Take ownership of the Digital Adoption Platform ensuring it’s effectively maintained and continuously improved.

• Map and Optimize Digital Experiences: Develop comprehensive digital experience maps for post-sales journeys. Document and analyze key touchpoints across various personas to enhance the customer experience.

• Conduct Research: Validate digital journeys through both qualitative and quantitative research identifying and addressing pain points.

• Drive Customer Success: Investigate and resolve issues for customers who are not engaging in high-value journeys and create initiatives to re-engage them effectively.

• Create Playbooks and Content: Develop standardized playbooks automated emails and other digital interventions to support various stages of the customer journey.

• Collaborate and Build: Work closely with internal teams (Product SMEs Training Support) and external stakeholders to build test and refine the DAP.

• Analyze and Optimize: Use data to discover opportunities for improving the digital customer journey and implementing changes that reduce friction and enhance information accessibility.

• Report and Measure: Enable effective reporting and data distribution and measure the impact of digital solutions against defined KPIs to ensure ROI.

Qualifications:

• Digital Adoption Expertise: Proficient in digital adoption technologies and tools (e.g. Pendo Gainsight PX WalkMe Whatfix).

• Technical Skills: Experience with HTML CSS and JQuery is a plus. Proficiency in MS Word Excel and PowerPoint is required.

• Research and Analysis: Strong background in customer journey mapping qualitative and quantitative research and data-driven decision-making.

• Communication Skills: Exceptional written and verbal communication skills with the ability to simplify complex concepts for diverse audiences.

• Project Management: Proven ability to manage multiple projects simultaneously prioritize tasks and meet deadlines in a fast-paced environment.

• Customer-Centric: Deep understanding of human-centered design principles and customer experience frameworks.

Desired Skills:

• Experience with SaaS platforms and global customer bases.

• Quantitative analysis experience.

• Previous experience leading cross-functional projects and managing digital adoption programs.

This posting is anticipated to remain open until September 30th 2024.

The new hire salary range for this position is $120400 to $172000 annually. Factors which may affect the starting pay within this range include skills experience and other qualifications aligned with Updater's internal leveling guidelines.