This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Experience Specialist II based in India.
This role focuses on shaping and optimizing end-to-end digital customer journeys within a SaaS environment, with a strong emphasis on onboarding, product adoption, engagement, and retention. You will design and manage in-app experiences, lifecycle communications, and user engagement initiatives that directly influence how customers interact with the product. The position blends analytical thinking with hands-on platform execution, requiring you to translate user behavior data into actionable experience improvements. You will collaborate closely with product, marketing, customer success, and operations teams to ensure a seamless and consistent digital experience. The environment is highly cross-functional, insight-driven, and focused on continuous experimentation and optimization. It is an impactful role for someone who enjoys improving user journeys through data, design thinking, and structured execution.
Accountabilities:
- Design and manage digital engagement experiences such as in-app messaging, onboarding flows, lifecycle communications, and product guidance to improve adoption and retention
- Analyze user behavior, product usage, and engagement data to identify experience gaps and recommend data-driven improvements
- Configure and maintain digital experience tools and platforms, ensuring accuracy, consistency, and alignment with UX and brand standards
- Collaborate with product, marketing, customer success, and operations teams to align digital initiatives with product updates and customer lifecycle goals
- Plan and coordinate digital experience initiatives, including defining scope, timelines, dependencies, and success metrics
- Measure and evaluate the performance of digital engagement programs through reporting, experimentation, and user feedback
- Develop and maintain documentation, best practices, and scalable frameworks for consistent digital experience delivery
- Ensure all digital initiatives comply with internal policies, data governance standards, and UX guidelines
- Support additional initiatives and improvements as needed to enhance customer experience outcomes
Requirements:
- Around 3+ years of experience in digital customer experience, SaaS, product operations, or similar roles
- Strong ability to analyze user behavior data and translate insights into actionable experience improvements
- Hands-on experience with digital engagement or customer experience platforms (e.g., Pendo, WalkMe, Intercom, or similar tools)
- Solid understanding of SaaS customer journeys, onboarding, adoption, and lifecycle engagement strategies
- Strong analytical and problem-solving skills with attention to detail and structured thinking
- Experience coordinating projects, managing priorities, and handling multiple initiatives simultaneously
- Excellent communication skills, both written and verbal, with the ability to collaborate across cross-functional teams
- Ability to work independently while following defined processes, policies, and best practices
- Comfortable working in a dynamic environment focused on continuous improvement and experimentation
- Bachelor’s degree in a relevant field is preferred but not mandatory
Benefits:
- Competitive compensation aligned with experience and industry standards
- Remote work flexibility within India
- Opportunity to work on impactful SaaS customer experience initiatives at scale
- Exposure to leading digital engagement and customer experience platforms
- Strong learning environment focused on analytics, experimentation, and product growth
- Collaborative, cross-functional team culture with global exposure
- Career growth opportunities in digital experience and SaaS operations
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