Digital Experience Specialist II

Essential Duties & Responsibilities

• Design and manage digital engagement initiatives, such as in-application messaging, guided product experiences, knowledge resources, and lifecycle communications, to support customer onboarding, feature adoption, and retention objectives.
• Analyze user behavior, engagement metrics, and product usage data to identify trends, diagnose experience gaps, and recommend data-informed improvements to digital touchpoints.
• Configure and maintain digital experience elements within approved platforms, ensuring accuracy, consistency, and alignment with brand, product, and customer experience standards.
• Partner with cross-functional stakeholders, such as product management, customer success, marketing, and operations, to align digital experience initiatives with product updates, customer lifecycle milestones, and organizational priorities.
• Plan and coordinate digital experience projects, including defining scope, timelines, dependencies, and success measures, while monitoring progress and mitigating risks within established guidelines.
• Evaluate the effectiveness of digital engagement activities through performance reporting, experimentation, and structured feedback, documenting insights and recommending enhancements to improve user satisfaction and business outcomes.
• Contribute to the development and maintenance of best practices, documentation, and scalable frameworks that support consistent digital experience delivery across markets and functions.
• Ensure digital engagement activities adhere to internal policies, data governance standards, and user experience guidelines.
• Perform other duties and responsibilities as required to support business needs.

Job Level Competencies

• Thorough knowledge of principles, theories and concepts in area of discipline. Competent in all job functions and has a general understanding of the industry’s practices, techniques and standards.
• Develops solutions for a variety of situations and works on projects requiring evaluation and analysis. May refer to policies, practices and precedents for guidance; determines best course of action to achieve results.
• Work is performed independently and requires the exercise of judgment and discretion. May receive some limited guidance for new assignments. Work may be reviewed for overall adequacy.
• Collaborates with management and team members within the department/function and other areas of the organization. May represent depa