Digital Experience Specialist

This is a hands-on, execution-focused role ideal for someone who thrives on building scalable programs, managing automation, and ensuring consistent, high-quality customer experiences.

In this position you will report to the Digital Customer Success Manager.

Why You’ll Love This Role

As a Digital Experience Specialist, you will work closely with ECX, Lifecycle Services (LCS), and Software stakeholders to operationalize scalable digital engagement programs.

You will focus on:

Building and launching campaigns

Managing automation workflows

Maintaining program assets and documentation

This role is perfect for someone who enjoys operational ownership, structured execution, and creating repeatable systems that drive customer experience and scale.

Your Responsibilities

1. Digital Communications & Automation

Analyze available and required data to design targeted customer communications

Build, QA, launch, and maintain automated lifecycle workflows (onboarding, adoption, renewal, expansion)

Configure audience segmentation, logic, and scheduling

Execute and monitor email programs, journeys, and campaigns

Conduct ongoing QA and continuous improvements of workflows

2. Gainsight Configuration & Development

Own configuration of Gainsight features for Digital engagement:

Rules Engine

Journey Orchestrator (Programs)

CTAs and Playbooks

Design and implement lifecycle programs (welcome, onboarding, usage, renewal risk, expansion signals)

Build business-centric reports and dashboards in Gainsight for digital experience

Document customer journeys, workflows, and underlying data flows

Troubleshoot platform issues and support end users

Maintain documentation of solutions, data models, and integrations

3. Reporting, Documentation & Program Operations

Analyze and validate email performance and engagement data

Maintain dashboards and recurring reports (open rate, CTR, etc.)

Prepare insights, summaries, and visualizations for stakeholders

Maintain and update operational documentation and program assets

Ensure governance, accuracy, and scalability of program materials

The Essentials - You Will Have:

2–4 years of experience in Gainsight administration/development or with other related platforms and/or tools

Strong hands-on experience with Rules Engine, Programs/Journey Orchestrator, Data Designer, Playbooks

Experience with lifecycle engagement and workflow automation

Strong analytical mindset with data-driven decision making

Excellent attention to detail, especially in QA and execution accuracy

Ability to manage multiple workstreams and meet deadlines

Strong written and verbal communication skills

Ability to work independently and in a cross-functional global team

Proficiency in Microsoft Office (Excel, PowerPoint, Word)

Key Competencies:

Strong attention to detail

Execution excellence and operational ownership

Ability to manage multiple priorities under tight timelines

Strong collaboration and stakeholder management skills

Proactive problem-solving mindset

Understanding of modern B2B digital engagement practices

The Preferred - You Might Also Have:

Gainsight Level 3 Admin Certification

Familiarity with CRM tools like Salesforce or EverAfter

Strong SQL skills (Joins, Case Logic, Groupby)

Exposure to AI tools (e.g., OpenAI, Microsoft Copilot, Gainsight AI)

Experience supporting global or multi-region campaigns

Experience working in a distributed/global organization

Knowledge of Microsoft 365 and SharePoint

Modality: Hybrid

What We Offer

Our benefits package includes …

Comprehensive mindfulness programs with a premium membership to Calm.

Volunteer Paid Time off available after 6 months of employment for eligible employees.

Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.

Employee Assistance Program.

Personalized wellbeing programs through our OnTrack program

On-demand digital course library for professional development... and other local benefits!

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.