Digital Experience Specialist II

At Cision, we believe in empowering every individual to make an impact. Here,
your voice is heard, your ideas are valued, and your unique perspective fuels
our collective success. As part of our global team, you'll thrive in an
environment that champions curiosity, collaboration, and innovation, all while
making meaningful contributions to the brands we accelerate. 
 
Join us in shaping the future of communication and building authentic
connections that matter. Whether you're solving complex problems or driving bold
innovations, your growth is our success, and together, we’ll create the
conversations of tomorrow. 
 
Empower your impact at Cision. Be seen, be understood, be you. 
 

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.

Job Level Competencies

* 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.

Qualifications

* 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.

Preferred Qualifications

* Education: University degree preferred.
* Experience supporting digital onboarding, product adoption, or lifecycle
engagement strategies in a subscription-based or SaaS business model.

As a global leader in PR, marketing and social media management technology and
intelligence, Cision helps brands and organizations to identify, connect and
engage with customers and stakeholders to drive business results. PR Newswire
[https://www.prnewswire.com/], a network of over 1.1 billion influencers,
in-depth monitoring, analytics and its Brandwatch
[https://www.brandwatch.com/] and Falcon.io [https://www.falcon.io/] social
media platforms headline a premier suite of solutions. Cision has offices in 24
countries throughout the Americas, EMEA and APAC. For more information about
Cision's award-winning solutions, including its next-gen Cision Communications
Cloud®, visit www.cision.com [https://www.cision.com/] and follow @Cision on
Twitter.
 
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
[https://www.ceoaction.com/ceos/?Page=1&CompanyLetters=C&Sort=Alphabetical] and
named a “Top Diversity Employer” for 2021 by DiversityJobs.com
[https://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
 
Please review our Global Candidate Data Privacy Statement
[https://www.cision.com/careers/cision-candidate-privacy-notice/] to learn about
Cision’s commitment to protecting personal data collected during the hiring
process.