Digital Experience Specialist II

📋 Description

• • As a Digital Experience Specialist II at Cision Ltd., you will be instrumental in shaping and enhancing the digital journey for our customers. This role is pivotal in ensuring our SaaS platform provides an intuitive, engaging, and supportive experience from onboarding through to long-term adoption and retention. You will leverage your analytical skills and understanding of platform capabilities to design, implement, and optimize digital touchpoints, directly contributing to customer success and the overall growth of our business. Your work will directly impact how users interact with our products, making their experience seamless and valuable, thereby fostering stronger customer relationships and driving measurable improvements in engagement and satisfaction.
• • In this dynamic role, your day-to-day responsibilities will encompass a broad range of activities focused on elevating the digital customer experience. You will be responsible for designing and managing various digital engagement initiatives, including in-application messaging, guided product tours, and comprehensive knowledge resources, all tailored to support critical customer lifecycle stages such as onboarding, feature adoption, and ongoing retention. A significant part of your role will involve diving deep into user behavior, engagement metrics, and product usage data. By analyzing this data, you will identify key trends, pinpoint areas where the customer experience can be improved, and formulate data-informed recommendations for enhancements to digital touchpoints. You will also be tasked with configuring and meticulously maintaining digital experience elements within our approved platforms, ensuring absolute accuracy, unwavering consistency, and strict adherence to our brand, product, and customer experience standards. Collaboration is key; you will partner closely with a variety of cross-functional teams, including product management, customer success, marketing, and operations, to ensure that digital experience initiatives are perfectly aligned with product updates, customer lifecycle milestones, and overarching organizational priorities. Furthermore, you will take ownership of planning and coordinating digital experience projects from inception to completion, which includes defining project scope, establishing realistic timelines, identifying dependencies, and setting clear success metrics, all while diligently monitoring progress and proactively mitigating risks within established guidelines. Your role will also involve evaluating the effectiveness of all digital engagement activities through rigorous performance reporting, A/B testing, and structured feedback mechanisms, documenting key insights, and recommending strategic enhancements to boost user satisfaction and achieve desired business outcomes. You will also play a crucial role in developing and maintaining best practices, comprehensive documentation, and scalable frameworks that ensure consistent and high-quality digital experience delivery across all markets and functions. Ensuring that all digital engagement activities strictly adhere to internal policies, data governance standards, and user experience guidelines will be a fundamental aspect of your responsibilities. Finally, you will undertake other duties and responsibilities as required to support the broader business needs, demonstrating flexibility and a commitment to Cision's success.
• • You will be joining a forward-thinking global team at Cision, a leader in PR, marketing, and social media management technology. Our company is dedicated to empowering individuals and brands to make a significant impact by identifying, connecting with, and engaging their target audiences. You'll be part of an environment that values curiosity, collaboration, and innovation, where your unique perspective is not only heard but actively contributes to our collective success. We believe in fostering authentic connections that matter, and your role will be central to building and maintaining these connections through exceptional digital experiences.
• • In this role, you will have the opportunity to significantly deepen your expertise in customer experience design and optimization within a leading SaaS environment. You will gain hands-on experience with cutting-edge digital engagement platforms, hone your analytical skills by interpreting complex user data, and develop a strong understanding of how digital touchpoints influence customer lifecycle outcomes. You will learn to effectively manage projects, collaborate with diverse stakeholders across a global organization, and contribute to the development of best practices that shape Cision's customer engagement strategies. Ultimately, you will achieve measurable success by demonstrably improving customer satisfaction, driving product adoption, and enhancing customer retention, thereby making a tangible impact on Cision's business objectives and advancing your career in digital customer experience.