Senior Digital Experience Strategist

About the Role

Key Responsibilities

• Develop and execute strategies to enhance user engagement, customer satisfaction, and business objectives within the digital experience space.
• Steward in-product localization efforts, optimizing workflows for localized experiences, and representing product management on localization initiatives.
• Collaborate with cross-functional teams including product management, design, marketing, training, and engineering to ensure compelling, strategic, and data-driven digital experiences.
• Lead the implementation, administration, and configuration of digital experience tools such as Pendo to support feature rollouts and support internal processes.
• Oversee and evolve the Pendo Center of Excellence, ensuring testing, governance, stakeholder collaboration, and adoption.
• Use data and insights from tools like Pendo and customer feedback to influence product roadmaps and drive enablement strategies.
• Design and lead structured beta programs for in-app messaging, feature guides, and analytics, ensuring feedback and impact measurement.
• Partner with Engineering, Marketing, and Customer Experience teams to evaluate and improve tooling, workflows, and processes for localization.
• Define and implement product localization best practices, from internationalization to translation QA.
• Develop and maintain documentation, training, and success metrics for localization efforts.
• Establish quality assurance processes to validate localized digital experiences.
• Contribute to overall digital experience strategy, ensuring alignment with product goals and customer needs.
• Communicate and advocate for digital experience and localization best practices to various stakeholders.
• Identify and address challenges related to digital experience and localization, proposing new methodologies and process improvements.

Requirements

• 5+ years of experience in a customer experience, product management, user experience, localization, or related role within a SaaS company.
• Proven ability to drive the implementation and optimization of digital experience tools (e.g., Pendo, Heap, WalkMe, etc.).
• Strong understanding of user experience principles and best practices.
• Experience with localization processes, tools (e.g., Smartling, Mother Tongue, etc.), and workflows.
• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Ability to convey solutions to technical & non-technical audiences.
• Strong communication and collaboration skills, with the ability to influence stakeholders at all levels.
• Technical aptitude and the ability to quickly learn and adapt to new software and technologies.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• A passion for creating exceptional digital experiences that drive customer success.

Nice to Have

• Experience with localization tools such as Smartling, Mother Tongue, etc.
• Experience with tools like Heap, WalkMe, etc.

Benefits & Perks

• BlackLine offers a wide variety of professional development seminars and inclusive affinity groups.
• BlackLine is committed to creating an inclusive and accessible experience for all candidates.
• Competitive salary range: USD $123,000.00 - USD $154,000.00.
• BlackLine offers short-term and long-term incentive programs, along with benefit and wellness plans.
• Flexible work arrangements with a hybrid model of virtual and in-office work.