Customer, Digital Experience Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Assist in executing CX and DX priorities, projects, and daily operational requirements.

• Enhance and manage content for customer-facing websites and digital operations.

• Oversee updates to landing pages, stakeholder requests, issue tracking, testing, and regular site maintenance.

• Aid in content governance, review cycles, ownership tracking, quality assurance, version control, and messaging standards.

• Enhance content discoverability through improved structure, metadata, naming conventions, internal search optimization, and SEO strategies.

• Manage digital content across web pages, tools, forms, documentation, FAQs, and sales enablement materials.

• Support the configuration, documentation, testing, and enhancement of digital tools, forms, templates, and workflows.

• Assist in workflow enhancements, automation support, routing, approvals, tracking, and reporting processes.

• Monitor usage of tools, content engagement, feedback, and adoption trends.

• Convert Voice of the Customer (VOC), survey feedback, and field insights into opportunities for content, workflow, and digital enhancements.

• Facilitate closed-loop feedback processes and streamline customer journeys by minimizing friction.

• Ensure customer data quality, consistency, and governance across digital tools and customer-facing platforms.

• Collaborate with Sales, Marketing, Customer Service, Product Management, IT, and CX/DX teams.

• Provide daily guidance and support for the adoption of tools within Sales and Customer teams.

⛳️ Requirements

• Associate or Bachelor’s degree in Marketing, Digital Experience, Business, Communications, or a related field; equivalent experience will be taken into account.

• 3–5 years of experience in digital experience, sales enablement, CX, website operations, or a comparable role.

• Experience in supporting, configuring, maintaining, or documenting tools, workflows, forms, or customer-facing assets.

• Familiarity with CRM systems like Salesforce, collaboration tools such as SharePoint, and digital platforms.

• Preferred experience working cross-functionally to support sales, CX, or digital initiatives.

• Knowledge of UX/UI principles, usability best practices, and design system standards is considered an asset.

• Proficient understanding of SEO, website search optimization, metadata, and content discoverability.

• Experience in developing and supporting digital tools using HTML, CSS, JavaScript, and other web technologies.

• Strong troubleshooting and debugging abilities.

• Capability to organize, write, edit, and maintain clear, accurate, and customer-friendly digital content.

• Understanding of content governance, review cycles, ownership tracking, quality standards, version control, and content lifecycle management.

• Ability to gather input, clarify requirements, and facilitate stakeholder alignment.

• Comfort working with digital platforms, workflow tools, content systems, and basic reporting or tracking mechanisms.

• Skill in using website feedback, usage insights, content engagement, and stakeholder input to identify gaps and areas for improvement.

• Ability to collaborate effectively across Sales, Marketing, Customer Service, Product Management, IT, and CX/DX teams.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• High employer 401K match

• Paid time off (PTO)

• Holiday pay

• Short-term disability benefit plans

• Long-term disability benefit plans

• Above-benchmark paid maternity and parental leave

• Bonus opportunities in line with the Company’s incentive plans

• Paid time off for volunteer activities

• Employee Resource Group network

• Remote work options