Digital Journey Leader

** Job Description*
* We are seeking an experienced, organized, proactive, and customer-centric Digital Journey Leader for a pivotal role within Oracle Health Customer Success. The Digital Journey Leader will define and execute the external customer digital journey communications strategy required to support a more proactive, scalable, and digitally enabled engagement model across Oracle Health.

As Oracle Health expands Gen 2 products, AI Agents, and Success Navigator, customers need timely, clear, and value-oriented communications that guide them through onboarding, adoption, value realization, QBRs, renewals, executive engagement, and key lifecycle moments. This leader will define how, when, and what Oracle Health communicates to customers, ensuring messaging is aligned to product innovation, customer outcomes, and Customer Success priorities.

This leader will build the structured communication journeys, content standards, governance routines, segmentation logic, and measurement framework needed to deliver consistent customer experiences  role will partner across Customer Success Managers, Product, Marketing, Business Operations, Client Insights, Sales/GTM, and Consulting/Implementation teams to align messaging, reduce customer confusion, accelerate adoption, and reinforce value realization.

While this role will create internal guidance, templates, and field-ready messaging support for CSMs, its primary focus is external customer experience. The Digital Journey Leader will develop standardized customer-facing assets such as welcome communications, executive onboarding messages, Success Navigator adoption content, Gen 2 product value communications, Q  narratives, lifecycle touchpoints, release and adoption communications, escalation messaging, and critical event communications.

A data-driven approach to digital communications, adoption, and lifecycle performance is essential. The successful candidate will use customer behavior, product adoption signals, feedback, segmentation, Success Navigator engagement, AI Agent usage, and lifecycle metrics to optimize communications, identify friction points, improve customer engagement, and demonstrate measurable business impact.

Core Focus Areas:

-    External Digital Journey Communications:
Own the strategy and execution of customer-facing digital communication journeys across onboarding, adoption, value realization, renewals, expansion, and executive engagement, with messaging aligned to Gen 2 product experiences and Oracle Health Customer Success priorities.

-    Success Navigator Expansion:
Develop customer-facing messaging, content, templates, and communication pathways that support broader adoption of Success Navigator and help customers understand available guidance, next steps, and value realization opportunities.

-    Gen 2 Product and AI Agent Communications:
Create targeted communications that build awareness, articulate value, and drive adoption of next-generation Oracle Health solutions, including AI-powered Agents and other innovation roadmap priorities.

-    Customer Engagement Assets:
Standardize customer-facing templates, executive-ready messages, Q  narratives, welcome communications, onboarding touchpoints, product education assets, and lifecycle communication packages that enable a consistent customer experience.

-    Critical Customer Communications:
Coordinate clear, timely, and customer-ready messaging for outages, escalations, high-impact events, release impacts, and sensitive lifecycle moments in partnership with Communications, Technology, Product, and Customer Success leadership.

-    Journey Performance, Insights, and Optimization:
Establish metrics and feedback loops to monitor engagement, adoption, usage, customer sentiment, lifecycle progression, and communication effectiveness, then use insights to improve journey design and message quality.

-    Cross-Functional Alignment and Governance:
Partner across Customer Success, Communications, Digital Journeys, Product, Marketing, Operations, Sales/GTM, Technology, and Consulting/Implementation to align external messaging, manage priorities, and ensure communications are accurate,…