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.

Nice to have:  

• Experience with LLM  
• Leveraging AI for Customer Success 

The anticipated hiring range for this position is $122,469 to $174,956 annually, depending on skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This job posting will remain open until March 17, 2025.