Digital Experience Specialist

Digital Experience Specialist
About the Role

We’re looking for a strategic digital professional with strong UX intuition and exceptional project management skills. As a Digital Experience Specialist within the Customer Experience team, you’ll lead the UX implementation, content publishing, and project execution for a suite of customer-facing platforms, most notably our Support portal and Identity University.

This role blends user-centered design thinking, cross-functional project management, and website management to deliver cohesive, on-brand, and high-performing digital ecosystems. You will be instrumental in shaping intuitive, elegant, and frictionless digital experiences that empower our customers and ensure they find value, clarity, and continuity in every interaction.

The ideal candidate is not only enthusiastic about the creative side of UX, but the operational side as well. They should have a deep understanding of the importance of scalability in enterprise-level digital experience management and keen understanding of how UX decisions directly support business outcomes.
What You’ll Do
UX & Experience Design Partnership

- Manage content publishing and UX projects for properties in our customer ecosystem, ensuring a seamless and customer-centric digital journey.

- Participate in and influence front-end experience design decisions with a customer-first approach that prioritizes accessibility, clarity, and user value.

- Understand and optimize digital customer journeys, identifying friction points and driving solutions to improve overall customer satisfaction and task success.

Web Experience & Asset Management

- Work closely with internal developers and external digital agencies to create, refine, and deploy web assets that strictly align with our brand standards.

- Own the planning, testing, and execution of digital content and design updates for our customer enablement and support platforms.

- Ensure consistency in brand voice, visual standards, and information architecture across all managed digital properties.

Cross-Functional Project Management

- Establish scalable, agile processes for digital project planning, from initial wireframes and stakeholder alignment to final builds and QA.

- Act as the bridge between the Customer Experience team, Support, Customer Success, and technical teams to ensure alignment on digital initiatives.

- Manage timelines, vendor relationships, and triage update requests across your suite of platforms.

Digital Optimization & Analytics

- Use web analytics, UX research, and user data to assess platform performance and inform continuous experience improvements.

- Drive experimentation and A/B testing to refine page structures, digital flows, and UI elements for better engagement and conversion.

Roadmap for Success
30 Days

- Get oriented with the key platforms, such as the Support portal (ServiceNow) and Identity University (Skilljar)

- Meet key stakeholders and establish workstreams across Support, Customer Experience & Enablement, systems administrators, and developers

- Understand team business objectives and key results

60 Days

- Understand customer experience goals and KPIs for Support and Identity University

- Assess and prioritize the project backlog

- Use data and analytics to understand current state of each platform and current friction in the user journey

- Identify UX improvements that align with the business goals and priorities

90 Days

- Establish new project intake process and socialize with stakeholders

- Collaborate with data analytics team to define and build metrics and measurement

- Establish a project roadmap for the next 90 days in alignment with business goals and stakeholders

- Kick off your first projects

What We’re Looking For
Must-Haves

- 3+ years of experience in UX production, content publishing, digital experience management, website management, or digital project management, ideally within a B2B, SaaS, or enterpr