Digital Experience & Customer Marketing Specialist

Responsibilities

• Execute and optimize customer-facing digital experiences, including online portals, self-service tools, mobile applications, and customer communication channels, within the established experience roadmap.
• Deliver onboarding, activation, and adoption programs that help customers successfully engage with digital platforms, products, services, and self-service capabilities.
• Execute customer marketing programs that improve engagement, portal adoption, satisfaction, loyalty, and long-term customer value.
• Manage customer communication calendars and execute contact plans across digital touchpoints, ensuring relevant, timely, and coordinated customer communications.
• Coordinate communication prioritization across customer-facing teams to maintain a consistent experience while minimizing contact fatigue and communication overlap.
• Support Customer Experience, Retention, Operations, and Technology teams in identifying customer pain points and improving digital journeys, self-service processes, and overall customer experience.
• Analyze customer feedback, behavioral insights, digital analytics, and journey performance data, translating findings into recommendations that improve engagement, adoption, satisfaction, and retention.
• Run testing and optimization activities across customer communications, journeys, digital experiences, content, and customer touchpoints, applying results to improve performance.
• Support audience segmentation, personalization, and targeting to improve message relevance and customer engagement across digital channels.
• Monitor key performance indicators including customer engagement, digital adoption, satisfaction, retention, conversion, and journey performance metrics.

Requirements

• Bachelor's degree in Marketing, Business, Communications, Public Relations, or a related field.
• 5+ years of experience in digital marketing, customer marketing, customer experience, lifecycle marketing, digital product marketing, or related disciplines.
• Experience executing digital experience, customer communication, customer engagement, or customer journey activities.
• Experience using digital analytics, customer insights, and performance data to inform recommendations and optimization.
• Experience planning and delivering customer communications, engagement programs, or onboarding initiatives.
• Experience working cross-functionally with technology, customer experience, marketing, or operational teams.
• Experience supporting customer-facing digital platforms, self-service experiences, or digital product adoption is required.
• Experience with testing, experimentation, personalization, or optimization programs is required.
• Legal Authorization to work in the US is required . We will not sponsor individuals for employment visas now or in the future for this job opening .

Benefits

• Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
• Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial, and social well-being.
• Opportunity: A continuous focus on professional development with many opportunities for training and career growth.
• Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.