Digital Experience Specialist

About the role

Rockwell Automation is seeking a Digital Experience Specialist to support and scale its Enterprise Customer Experience (ECX) Digital Engagement team. The role owns customer-facing digital communications, lifecycle automation, documentation and performance tracking, reporting to the Digital Customer Success Manager. It is a hands-on, execution-focused position working closely with ECX, Lifecycle Services and Software stakeholders.

Key responsibilities

• Analyze data to design targeted customer communications and build, QA, launch and maintain automated lifecycle workflows (onboarding, adoption, renewal, expansion)
• Configure audience segmentation, logic and scheduling, and run and monitor email programs, journeys and campaigns
• Own Gainsight configuration: Rules Engine, Journey Orchestrator (Programs), CTAs and Playbooks, and lifecycle programs such as welcome, onboarding, usage, renewal risk and expansion signals
• Build business-centric reports and dashboards in Gainsight, document customer journeys and workflows, and troubleshoot platform issues
• Analyze email performance and engagement data, maintain dashboards and recurring reports, and prepare insights and visualizations for stakeholders
• Maintain operational documentation and program assets, ensuring governance, accuracy and scalability

Required profile

• 2-4 years of experience administering or developing Gainsight, or with other related platforms and tools
• Hands-on experience with lifecycle engagement and workflow automation
• Strong analytical mindset, attention to detail, ability to manage multiple workstreams and meet deadlines
• Strong written and verbal communication, independent work and collaboration in a cross-functional global team

Required skills

• Gainsight: Rules Engine, Programs/Journey Orchestrator, Data Designer, Playbooks
• Microsoft Office (Excel, PowerPoint, Word)
• Preferred: Gainsight Level 3 Admin certification, SQL, CRM tools such as Salesforce or EverAfter, Microsoft 365 and SharePoint, exposure to AI tools, experience with global campaigns

What we offer

• Hybrid work, with at least three days per week in the office
• Mindfulness programs with a Calm membership, paid volunteer time off after 6 months, and employee assistance and wellbeing programs
• Volunteer and donation matching, and an on-demand digital course library