Digital Experience Specialist

• Lead UX implementation, content publishing, and project execution for customer-facing platforms, especially the Support portal and Identity University
• Manage content publishing and UX projects across the customer ecosystem
• Participate in and influence front-end experience design decisions with a customer-first approach
• Understand and optimize digital customer journeys by identifying friction points and driving solutions
• Collaborate with internal developers and external digital agencies to create, refine, and deploy web assets aligned with brand standards
• Plan, test, and execute digital content and design updates for customer enablement and support platforms
• Ensure consistency in brand voice, visual standards, and information architecture across managed digital properties
• Establish scalable, agile processes for digital project planning from wireframes and stakeholder alignment through final builds and QA
• Coordinate digital initiatives across Customer Experience, Support, Customer Success, and technical teams
• Manage timelines, vendor relationships, and update-request triage
• Use web analytics, UX research, and user data to assess platform performance and drive improvements
• Drive experimentation and A/B testing to improve page structures, digital flows, and UI elements
• Establish project intake processes, define metrics, prioritize backlogs, build roadmaps, and launch projects

• 3+ years of experience in UX production, content publishing, digital experience management, website management, or digital project management, ideally within a B2B, SaaS, or enterprise environment
• Proven ability to manage complex UX projects and lead cross-functional projects involving design, technical, and business perspectives
• Solid understanding of UX/UI design principles, wire framing, and human-centered digital planning
• Experience managing and collaborating with external vendors, digital agencies, and front-end developers
• Ability to leverage web analytics, such as Google Analytics, to drive decisions and present insights to stakeholders
• Strong grasp of modern web technologies and digital platforms, including enterprise Content Management Systems (CMS)
• Excellent written and verbal communication skills and confident presentation ability
• Familiarity with basic HTML/CSS and Java Script
• Experience with technical training platforms, Learning Management Systems (LMS), and customer support portals
• Knowledge of SEO best practices, accessibility standards (WCAG), and AI-enabled digital journey optimization

Demonstrates expertise in UX production, content publishing, and digital project management, with a strong focus on optimizing customer journeys and enhancing digital experiences. Proficient in leveraging web analytics and collaborating with cross-functional teams to drive improvements and ensure brand consistency across digital platforms.

• UX Production
• Digital Project Management
• Web Analytics
• Content Management Systems (CMS)
• HTML/CSS

• UX/UI Design Principles
• Wire framing
• Digital Experience Management
• A/B Testing
• SEO Best Practices
• Accessibility Standards (WCAG)
• Java Script
• Customer Support Portals
• Learning Management Systems (LMS)
• Digital Journey Optimization

• Excellent Written Communication
• Verbal Communication
• Presentation Skills

• B2B
• SaaS
• Enterprise Environment
• Customer Experience
• Support

• Google Analytics
• Agile Processes
• Digital Platforms
• Vendor Management