Digital Adoption Platform Lead

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Requirements:

• Proficient in digital adoption technologies and tools (e.g., Gainsight PX, Pendo, WalkMe, Whatfix).
• Technical skills with experience in HTML, CSS, and JQuery as a plus; proficiency in MS Word, Excel, and PowerPoint is required.
• Strong background in customer journey mapping, qualitative and quantitative research, and data-driven decision-making.
• Exceptional written and verbal communication skills.
• Proven ability to manage multiple projects, prioritize tasks, and meet deadlines.
• Deep understanding of human-centered design principles and customer experience frameworks.

Responsibilities:

• Lead the design, development, and execution of an end-to-end digital customer journey emphasizing automation and seamless onboarding.
• Take ownership of the Digital Adoption Platform, ensuring maintenance and continuous improvement.
• Develop comprehensive digital experience maps for post-sales journeys and enhance the customer experience.
• Validate journeys through qualitative and quantitative research to address pain points.
• Resolve issues for customers not engaging in high-value journeys and re-engage them.
• Create standardized playbooks, automated emails, and other digital interventions.
• Collaborate with internal teams and external stakeholders to refine the DAP.
• Use data to identify opportunities for enhancing the digital customer journey.
• Enable effective reporting and measure the impact of digital solutions against KPIs.