Digital Experience Specialist

We are seeking a Digital Experience Specialist to support and scale our Digital Experience (DX) program by owning the execution of customer-facing digital communications, lifecycle automation, documentation, and performance tracking.

Why You'll Love This Role

As a Digital Experience Specialist, you will work closely with the Digital Experience, Customer Community, and Education teams to execute and operationalize scalable digital engagement programs. You will focus on hands-on delivery-building campaigns, managing automation, and maintaining program materials-to ensure consistent, high-quality customer experiences.

This role is ideal for someone who enjoys execution-oriented work, operational ownership, and building repeatable systems that improve customer experience and program scalability.

What You'll Do

Digital Communications & Automation

• Source and design content and messaging used for customer-facing digital communications
• Build, QA, launch, and maintain automated customer lifecycle and engagement workflows
• Configure audience segmentation, logic, and scheduling based on established strategy
• Manage the DX communications calendar to ensure coordinated and timely delivery
• Intake and triage ad-hoc communication requests in partnership with the DX PM
• Conduct ongoing QA of automat workflows and support incremental improvements
  
  

Reporting, Documentation & Program Operations

• Pull, prepare, and validate data related to email performance and customer engagement
• Maintain dashboards and recurring performance reporting (e.g., open rates, click-through rates)
• Prepare summaries and visuals to support program insights and visibility
• Maintain DX documentation and internal resource sites to ensure accuracy and usability
• Update guidance materials and operational documentation as the program evolves
  
  

What We're Looking For

• 2 - 5+ years of experience in digital programs, customer lifecycle operations, or marketing operations
• Hands-on experience with email automation or customer engagement platforms
• Strong organizational skills with the ability to manage multiple workstreams
• High attention to detail, particularly in QA and workflow accuracy
• Experience preparing data, metrics, or dashboards
• Strong written communication skills
• Ability to work independently and collaboratively in a cross-functional environment
• Ability to accommodate flexible working hours, including aligning up to 3 days a week in the office during the night shift (7 PM - 3 AM IST) to overlap with colleagues in the US.

Bonus If You Have

• Experience with ChurnZero or similar customer engagement platforms
• Familiarity with Salesforce or CRM systems
• Experience with Microsoft 365 and SharePoint
• Understanding of lifecycle engagement and automation best practices
• Fluency in Japanese