The Onboarding team is a global team of product experts whose mission is to enable customers to turn social data into practical insights that inform strategic business decisions. We provide customers with a tailored and scalable data and visualisation ecosystem, as well as education programs that empower customers with the knowledge and skills to confidently use Brandwatch and utilise social intelligence to harness the power of social across the enterprise.

This role is primarily one of consulting and coordinating people across multiple internal and external teams to ensure the smooth planning, execution and implementation of large-scale solutions across the Brandwatch product suite.

• Buddy setup to help you onboard and beyond; 
• An open, informal, diverse and multinational working environment; 
• 25 days of PTO per year to promote a healthy work-life balance, plus 1 Wellness Day per quarter on top of your holiday allowance; 
• Full Headspace subscription and 24/7 Employee Assistance program; 
• Hybrid working model - 3 in-office days per week, arranged in coordination with your manager. Our London office is located in Canary Wharf, a vibrant area full of great amenities, restaurants, and transport links.

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.