Responsibilities

• You’ll be part of the CSX Transformation team reporting to the Senior Director of CX Design, owning and drive end-to-end execution of 1 to Many (digital) customer lifecycle programs with a primary focus on adoption and value realization.
• This role combines strategic thinking, journey design, and hands-on execution to define, operationalize, and continuously improve scalable digital engagement programs such as In-App guidance, AI-driven nurture, and more.
• You will ensure programs are not only launched, but delivered against clear milestones, performance metrics, and business outcomes.
• A Day in The Life Typically Includes:
• User Nurture: Fully execute contextual customer lifecycle programs tailored for adoption, retention, and value realization using scalable 1:M channels (in-app, email, webinars, community).
• This will include strategic thinking, micro journey design, identifying the right persona, contextual guidance, etc to deliver impactful programs.
• In-App User Engagement: Own the design and management of in-app user engagement guides, ensuring alignment with adoption goals and business outcomes.
• Digital Experience Optimization: Synthesize and execute optimization of holistic digital experiences across internal functions and teams to ensure customer outcomes and best-in-class digital experiences.
• Collaboration & Influence: Partner cross-functionally with Product, Marketing, Customer Success, and IT teams to integrate owned programs effectively within customer experiences, as well as optimize existing digital customer experiences across functions.
• Execution & Problem Solving: Operate with a strong bias for action by breaking down complex problems, identifying root causes, and defining a clear path forward. Balance speed and quality by prioritizing progress over perfection while maintaining accountability for outcomes.
• Outcomes-driven: Measure and analyze campaign and program performance and customer engagement data, iteratively optimizing toward clearly defined adoption KPIs and measurable ROI in partnership with Data Analytics and Product Analytics teams.
• Reporting: Own program-level reporting and campaign updates, providing clear narratives on performance, learnings, risks, and next actions tied to adoption and value realization.