Digital Experience Specialist II

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Experience Specialist II based in India.

This role focuses on shaping and optimizing end-to-end digital customer journeys within a SaaS environment, with a strong emphasis on onboarding, product adoption, engagement, and retention. You will design and manage in-app experiences, lifecycle communications, and user engagement initiatives that directly influence how customers interact with the product. The position blends analytical thinking with hands-on platform execution, requiring you to translate user behavior data into actionable experience improvements. You will collaborate closely with product, marketing, customer success, and operations teams to ensure a seamless and consistent digital experience. The environment is highly cross-functional, insight-driven, and focused on continuous experimentation and optimization. It is an impactful role for someone who enjoys improving user journeys through data, design thinking, and structured execution.

• Design and manage digital engagement experiences such as in-app messaging, onboarding flows, lifecycle communications, and product guidance to improve adoption and retention
• Analyze user behavior, product usage, and engagement data to identify experience gaps and recommend data-driven improvements
• Configure and maintain digital experience tools and platforms, ensuring accuracy, consistency, and alignment with UX and brand standards
• Collaborate with product, marketing, customer success, and operations teams to align digital initiatives with product updates and customer lifecycle goals
• Plan and coordinate digital experience initiatives, including defining scope, timelines, dependencies, and success metrics
• Measure and evaluate the performance of digital engagement programs through reporting, experimentation, and user feedback
• Develop and maintain documentation, best practices, and scalable frameworks for consistent digital experience delivery
• Ensure all digital initiatives comply with internal policies, data governance standards, and UX guidelines
• Support additional initiatives and improvements as needed to enhance customer experience outcomes

Requirements:

• Around 3+ years of experience in digital customer experience, SaaS, product operations, or similar roles
• Strong ability to analyze user behavior data and translate insights into actionable experience improvements
• Hands-on experience with digital engagement or customer experience platforms (e.g., Pendo, WalkMe, Intercom, or similar tools)
• Solid understanding of SaaS customer journeys, onboarding, adoption, and lifecycle engagement strategies
• Strong analytical and problem-solving skills with attention to detail and structured thinking
• Experience coordinating projects, managing priorities, and handling multiple initiatives simultaneously
• Excellent communication skills, both written and verbal, with the ability to collaborate across cross-functional teams
• Ability to work independently while following defined processes, policies, and best practices
• Comfortable working in a dynamic environment focused on continuous improvement and experimentation
• Bachelor’s degree in a relevant field is preferred but not mandatory

Benefits:

• Competitive compensation aligned with experience and industry standards
• Remote work flexibility within India
• Opportunity to work on impactful SaaS customer experience initiatives at scale
• Exposure to leading digital engagement and customer experience platforms
• Strong learning environment focused on analytics, experimentation, and product growth
• Collaborative, cross-functional team culture with global exposure
• Career growth opportunities in digital experience and SaaS operations