At Updater, we're dedicated to transforming customer experiences through innovative digital solutions. We’re on the lookout for a dynamic and experienced Digital Experience Manager to join our Customer Success and Training Team. In this role, you’ll play a crucial part in shaping and enhancing our digital customer journeys, driving adoption, and optimizing our Digital Adoption Platform (DAP).

In Short

Own and Innovate the Digital Customer Journey: Lead the design, development, and execution of an end-to-end digital customer journey that emphasizes automation and seamless onboarding.
Manage the DAP: Take ownership of the Digital Adoption Platform, ensuring it’s effectively maintained and continuously improved.
Map and Optimize Digital Experiences: Develop comprehensive digital experience maps for post-sales journeys.
Conduct Research: Validate digital journeys through both qualitative and quantitative research.
Drive Customer Success: Investigate and resolve issues for customers who are not engaging in high-value journeys.
Create Playbooks and Content: Develop standardized playbooks, automated emails, and other digital interventions.
Collaborate and Build: Work closely with internal teams and external stakeholders.
Analyze and Optimize: Use data to discover opportunities for improving the digital customer journey.
Report and Measure: Enable effective reporting and measure the impact of digital solutions.

Requirements

Digital Adoption Expertise: Proficient in digital adoption technologies and tools.
Technical Skills: Experience with HTML, CSS, and JQuery is a plus.
Research and Analysis: Strong background in customer journey mapping.
Communication Skills: Exceptional written and verbal communication skills.
Project Management: Proven ability to manage multiple projects simultaneously.
Customer-Centric: Deep understanding of human-centered design principles.

Benefits

Medical, Dental, and Vision Insurance
Unlimited PTO
13 paid company holidays annually
Updater Stock Options
401(k)
Commuter Benefits
Personal Wellbeing Subsidy
New Hire Subsidy
One Medical Membership
Short Term Disability Insurance
Supplemental Life Insurance
12 weeks of Primary Caregiver Parental Leave

Updater

Updater is a technology company dedicated to simplifying the moving process for the 12 million households that relocate annually in the US. By offering a seamless platform for users to forward mail, transfer utilities, and connect TV and internet services, Updater enhances the moving experience. The company collaborates with leading real estate firms to provide a branded and personalized service that saves clients time and effort. With over $450 million raised from prominent investors, Updater has been recognized as one of Crain's Best Places to Work in NYC multiple times. Committed to diversity and inclusion, Updater is an equal opportunity employer that values all qualified applicants.

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