Digital Experience Lead
UpdaterJob Summary
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 include owning and innovating the digital customer journey, managing the DAP, mapping and optimizing digital experiences, conducting research, driving customer success, creating playbooks and content, collaborating with internal teams, analyzing and optimizing, and reporting and measuring. Qualifications include proficiency in digital adoption technologies, technical skills such as HTML, CSS, and JQuery, experience with customer journey mapping, strong communication skills, project management abilities, and a customer-centric approach.
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 $120,400 to $172,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.
