A Digital Experience Specialist Int. plays a pivotal role in enhancing and managing the online experiences of customers interacting with a company's digital platforms, such as websites, mobile apps, and other digital channels. This role ensures digital touchpoints are seamless, intuitive, and aligned with customer expectations, driving engagement and satisfaction. Additionally, the specialist enables customer self-service success and increases engagement with Blue Yonder’s customers and associates, ensuring the digital experience is both empowering and effective.
Portal and Content Management:
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Manage and update web content for customer portals and internal sites, ensuring announcements, events, documentation, and static content are accurate and readily available.
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Collaborate with key stakeholders and internal teams to gather relevant information and implement wireframes and feature enhancements, ensuring the portal reflects the latest content and user needs.
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Assist with drafting, editing, and managing digital content, adhering to the company's style guide to produce high-quality, error-free copy.
Digital Programs Coordination:
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Coordinate independently key digital programs with end-to-end engagement, coordinating activities such as meetings, program updates, recognition, reinforcement-related activities, quality sampling, and trend analysis.
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Manage relationships with stakeholders to achieve project goals and ensure successful program execution.
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Coordinate the analysis, documentation, and development of business requirements, ensuring they are fully understood by the technical team before solution design and implementation.
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Generate ideas to improve customer experiences across different digital platforms.
Testing and Quality Assurance:
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Conduct A/B testing, usability tests, and performance tests to identify and resolve user experience issues.
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Ensure digital platforms function smoothly, adhering to accessibility guidelines, and free of bugs or glitches.
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Validate automated email templates and recipients, and support quality assurance by working with development teams to execute test plans.
Communication:
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Coordinate various communication initiatives, including social media, online communities, internal and external communications, webinars, and collateral creation.
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Execute change management and communication plans in liaison with marketing and other teams.
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Create content for communications through emails to drive change management activities, customer communications, sharing program updates.
Analytics and Insights:
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Build and configure dashboards to analyze user engagement, behavior, and overall digital performance.
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Collate data to generate reports, providing valuable insights and suggestions to improve customer engagement and drive change management.
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Monitor analytics from customer portals, email campaigns, surveys, and social media to identify insights for increasing customer engagement.
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Provide regular reports on key metrics, such as case deflection rates and portal engagement, to inform strategic decisions.
Agile Team Participation:
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Be part of a fast-paced agile scrum team, participating in planning, documentation, execution, testing, and project launches, with a focus on user testing, training, and change management.
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Ensure adequate user testing, training, and change management are incorporated into implemented solutions.
Training
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Coordinate and manage training content, ensuring it is accurate and up to date.
Salesforce and Gainsight:
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Stay current with Salesforce releases and leverage applicable updates for the organization.
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Build datasets and automated journeys using Gainsight Journey Orchestrator to send automated emails.
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Learn and use more product features of Gainsight r to expand use of the tool to drive programs better.
Qualifications:
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Bachelor's degree or Master’s degree equivalent in Communications, Marketing, Journalism, Business, Digital Marketing, Digital Media, or IT.
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Minimum of 4 years of IT Industry experience or equivalent and two years of Salesforce/Gainsight experience
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Ability to work in a high energy, fast paced environment, with a desire to come up with fresh ideas on how to engage our key audiences.
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Demonstrated experience in the definition and documentation of business requirements, use case specifications, and process workflow diagrams.
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Experience with Salesforce, Gainsight, SharePoint and Excel
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Experience in planning, documenting, and executing User Acceptance Testing (UAT)Scrum or Agile methodology experience a must.
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Experience with Change Management methodologies
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Demonstrated experience with data analysis.
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Strong communication skills and the ability to interact professionally with executives, managers, and SMEs in cross-functional teams across multiple geographies and time-zones.
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Strong analytical, creative, and critical thinking skills
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Experience in leading initiatives and managing small projects is a plus.
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Certification in UX Design, Gainsight NXT Certification Level 1 & 2, data analysis, marketing automation, and digital advertising is a plus.
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Experience with WalkMe, Coveo and PowerBi is a plus.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here:
Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
