Digital Experience Specialist

Digital Experience Specialist

About the Role

We’re looking for a strategic digital professional with strong UX intuition and exceptional project management skills. As a Digital Experience Specialist within the Customer Experience team, you’ll lead the UX implementation, content publishing, and project execution for a suite of customer-facing platforms, most notably our Support portal and Identity University.

This role blends user-centered design thinking, cross-functional project management, and website management to deliver cohesive, on-brand, and high-performing digital ecosystems. You will be instrumental in shaping intuitive, elegant, and frictionless digital experiences that empower our customers and ensure they find value, clarity, and continuity in every interaction.

The ideal candidate is not only enthusiastic about the creative side of UX, but the operational side as well. They should have a deep understanding of the importance of scalability in enterprise-level digital experience management and keen understanding of how UX decisions directly support business outcomes.

What You’ll Do

UX & Experience Design Partnership

• Manage content publishing and UX projects for properties in our customer ecosystem, ensuring a seamless and customer-centric digital journey.
• Participate in and influence front-end experience design decisions with a customer-first approach that prioritizes accessibility, clarity, and user value.
• Understand and optimize digital customer journeys, identifying friction points and driving solutions to improve overall customer satisfaction and task success.

Web Experience & Asset Management

• Work closely with internal developers and external digital agencies to create, refine, and deploy web assets that strictly align with our brand standards.
• Own the planning, testing, and execution of digital content and design updates for our customer enablement and support platforms.
• Ensure consistency in brand voice, visual standards, and information architecture across all managed digital properties.

Cross-Functional Project Management

• Establish scalable, agile processes for digital project planning, from initial wireframes and stakeholder alignment to final builds and QA.
• Act as the bridge between the Customer Experience team, Support, Customer Success, and technical teams to ensure alignment on digital initiatives.
• Manage timelines, vendor relationships, and triage update requests across your suite of platforms.

Digital Optimization & Analytics

• Use web analytics, UX research, and user data to assess platform performance and inform continuous experience improvements.
• Drive experimentation and A/B testing to refine page structures, digital flows, and UI elements for better engagement and conversion.

Roadmap for Success

30 Days

• Get oriented with the key platforms, such as the Support portal (ServiceNow) and Identity University (Skilljar)
• Meet key stakeholders and establish workstreams across Support, Customer Experience & Enablement, systems administrators, and developers
• Understand team business objectives and key results

60 Days

• Understand customer experience goals and KPIs for Support and Identity University
• Assess and prioritize the project backlog
• Use data and analytics to understand current state of each platform and current friction in the user journey
• Identify UX improvements that align with the business goals and priorities

90 Days

• Establish new project intake process and socialize with stakeholders
• Collaborate with data analytics team to define and build metrics and measurement
• Establish a project roadmap for the next 90 days in alignment with business goals and stakeholders
• Kick off your first projects

What We’re Looking For

Must-Haves

• 3+ years of experience in UX production, content publishing, digital experience management, website management, or digital project management, ideally within a B2B, SaaS, or enterprise environment.
• Proven ability to manage complex UX projects and lead cross-functional projects that bring together design, technical, and business perspectives.
• Solid understanding of UX/UI design principles, wireframing, and human-centered digital planning.
• Experience managing and collaborating with external vendors, digital agencies, and front-end developers.
• Analytical and data-driven mindset: able to leverage web analytics (e.g., Google Analytics) to drive decisions and present insights to stakeholders.
• Strong grasp of modern web technologies and digital platforms, including enterprise Content Management Systems (CMS).
• Excellent written and verbal communication skills; a confident presenter who can articulate the "why" behind design and project decisions.

Nice-to-Haves

• Familiarity with basic HTML/CSS and JavaScript (you won't be coding from scratch, but technical literacy is highly valued).
• Experience with technical training platforms, Learning Management Systems (LMS), and customer support portals.
• Knowledge of SEO best practices, accessibility standards (WCAG), and AI-enabled digital journey optimization.

You Are

• A systems thinker who sees how each digital asset and platform ladders up to a broader user experience.
• Highly collaborative but independently driven—you can own project strategy while keeping multiple teams and external agencies aligned.
• Customer-centric, with a deep passion for digital design, usability, and problem-solving.
• Adaptable and curious, ready to experiment and iterate based on data insights and user feedback.

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We evaluate applicants using job-related, objective, and non-discriminatory criteria. Our job titles, job descriptions, and recruitment processes are intended to be gender-neutral and to support equal pay for equal work or work of equal value.

As a part of the total compensation package, this role may be eligible for participation in one of our performance-based cash compensation programs - the SailPoint Corporate Bonus Plan or a role-specific commission plan, along with potential eligibility for equity participation. SailPoint maintains salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. The base salary for this role will be in this range from (min-max, LOCAL CURRENCY):

Additional offerings include a variety of benefits, including health, retirement, EAP, leave support, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on location, date of hire, schedule type, and the applicability of collective bargaining agreements or local statutory requirements. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.