Digital Customer Experience Manager - End User Adoption

The End User Adoption team is a key part of the Customer Success Management (CSM) organization, dedicated to delivering customer value through scalable and innovative digital experiences that accelerate time-to-value, enhance retention, and drive overall satisfaction. The Digital Customer Experience Manager plays a crucial role in planning, executing, and expanding personalized, digital experiences through close collaboration with Product Subject Matter Experts (SMEs) across Nasdaq's suite of FinTech products. This role collaborates closely with CSM, Product & Onboarding teams to analyse the customer journey holistically & ensure we're delivering an impactful digital experience for our customers.

Key Responsibilities

• Design, execute, and support scalable digital programs aimed at enabling Nasdaq customers to achieve maximum value throughout their journeys, collaborating with senior team members for guidance and best practices.
• Contribute to the ideation, creation, and continuous improvement of automated customer journeys using Pendo Orchestrate or similar tools to drive product adoption. Leverage multi-modal approaches that combine in-app messaging, targeted email campaigns, and human touchpoints for a seamless experience.
• Assist in the implementation of proactive digital customer initiatives by developing, scheduling, and refining personalized content and communications that address specific customer needs and lifecycle stages.
• Support comprehensive data collection, analysis, and reporting efforts to optimize the End User Adoption digital program, providing actionable insights and recommendations for ongoing program enhancements.
• Monitor, analyze, and report on program performance metrics, delivering regular updates and strategic recommendations for optimization to stakeholders and leadership.

Preferred Skills

• Bachelor's degree or equivalent experience in a relevant field (e.g. Customer Success Management, Marketing, Business, Communications)
• 2-3+ years of experience working with CRM/Digital Experience tools or marketing automation tools to manage customer engagement campaigns.
• Experience using the Pendo service including Orchestrate, Guides & Analytics preferred, or similar platform.
• Experience working in a client facing role within the B2B software space, specifically for a FinTech or RegTech product/service.
• Basic understanding of customer engagement strategies and customer journey mapping.
• Exposure to customer success methodologies and best practices
• Strong written communication skills with attention to detail and ability to create customer-facing content
• Experience measuring and calculating the effectiveness of programs through KPI's & metrics.
• Growth mindset with enthusiasm for developing expertise in digital customer success

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.

The base pay range for this role is $95,300 - $158,900. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq’s programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.

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