Responsibilities

• Define the strategy for AI-powered customer automation, including which customers to target, the signals that trigger outreach, the goal of each communication, and how each interaction fits into the broader customer journey.
• Design the ideal customer experience and define the data inputs needed to deliver it, translating the strategy into clear briefs for engineering and technical partners and proposing improvements to the underlying architecture.
• Bring technical and business stakeholders together to define requirements, establish ways of working, connect teams, and resolve competing priorities or points of friction.
• Write and quality-assure email and in-app outputs, and review AI-generated prompt outputs to ensure experiences are clear, useful, accurate, and aligned with the intended customer outcome.
• Own experiment design by defining hypotheses, partnering with Analytics to establish treatment and control groups, determining measurement windows, and defining how success will be evaluated.
• Analyze program performance and experiment results to identify insights, recommend improvements, and determine the strategy for future iterations.
• Build the executive narrative around program strategy, performance, and learnings through readout decks, QBR materials, and senior leadership briefings.
• Develop repeatable approaches, frameworks, and learnings that help scale effective digital customer experiences across the organization.

Requirements

• Proven experience developing and executing digital usage communications across email automation and in-product communications.
• Deep knowledge of digital customer journeys, audience engagement, experimentation, and optimization.
• Experience using data and performance insights to make marketing decisions and improve results.
• Experience partnering across functions to move complex initiatives from strategy through execution.
• Ability to work independently through ambiguity, prioritize effectively, and turn unclear opportunities into actionable plans.
• Strong communication skills with the ability to make complex ideas clear to technical and non-technical partners.
• Experience designing AI-powered, highly personalized customer experiences.
• Experience evaluating AI-generated content or prompt outputs for customer-facing experiences.

Preferred

• Familiarity with building conversational AI, avatar, and chatbot experiences.
• Experience partnering on the architecture or technical design of scalable digital customer journeys.