Digital Experience Specialist, Senior

The Senior Digital Experience Specialist plays a critical role in supporting the design and execution of innovative digital support experiences. This role collaborates closely with architects, UX leads, and cross-functional teams to improve customer journeys through data-driven enhancements, automation, and intuitive user interfaces. The specialist ensures consistency across platforms and contributes to the roadmap for continuous improvement of digital support capabilities.

• Partner with the Digital Experience Architect and Solution Architect to deliver next-generation support tools and experiences.
• Analyze customer journey data and VOC feedback to identify opportunities for improving digital experiences.
• Implement design enhancements across web and portal interfaces based on usability best practices.
• Coordinate with content and technical teams to ensure consistent delivery of digital experiences.
• Support A/B testing, usability reviews, and user research initiatives.
• Assist in maintaining documentation for UX improvements and platform capabilities.
• Help execute enhancements to digital tooling that align with automation and personalization goals.
• Participate in governance reviews and collaborate to ensure scalable, accessible, and consistent UX frameworks.

Preferred Education:

• Bachelor's Degree required. Advanced Degree preferred

Preferred Work Experience (years):

• Minimum of 5-8 years of experience

Key Skills and Competencies:

• Excellent communication skills
• Experience with end user issues
• Demonstrated technical experience
• Demonstrated experience working independently and collaboratively on projects
• Demonstrated experience trouble shooting
• Broad knowledge of applicable IT systems/applications
• Experience developing new systems and tools
• Experience in documenting and maintaining up to date systems procedures
• Advanced analytical skills
• Demonstrated Project Management skills
• Proven ability to perform effectively in a fast-paced, high growth, rapidly changing environment
• Experience identifying and implement process improvements

Position Specific Information

Travel Requirements:
FLSA (U.S. only):
Physical requirements and working conditions will vary by position and should be described as
appropriate.