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This role is responsible for designing, implementing, and optimizing digital customer experiences that support onboarding, product adoption, engagement, and retention within a SaaS environment. The position applies analytical thinking, platform capabilities, and cross-functional collaboration to enhance user journeys, improve lifecycle outcomes, and drive measurable improvements in digital interactions in alignment with established policies and business objectives.
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.
- 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 department internally or externally.
- Actions may impact on the success of the overall department and/or the organization. Failure to accomplish work or erroneous decisions may result in delays to projects, loss of revenue or allocation of additional resources to remedy.
- Typical experience: 3+ years in related role or experience.
- Actual experience may vary depending on role complexity, geography, and internal development opportunities or a comparable mix of training, education, and experience.
- Demonstrated ability to design and manage digital engagement or customer experience initiatives within a SaaS or technology-enabled environment.
- Proficiency in interpreting user behavior data and translating insights into actionable recommendations that improve digital experiences.
- Experience working with digital engagement or customer experience platforms and applying configuration capabilities within established parameters.
- Strong analytical, problem-solving, and critical-thinking skills with the ability to exercise sound judgment within defined policies and procedures.
- Effective project coordination skills, including planning, prioritization, and management of multiple concurrent initiatives.
- Strong written and verbal communication skills, with the ability to collaborate effectively across cross-functional teams.
- Ability to adapt to evolving business priorities and apply structured approaches to continuous improvement.
- Education: University degree preferred.
- Experience supporting digital onboarding, product adoption, or lifecycle engagement strategies in a subscription-based or SaaS business model.
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
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