Digital Experience Specialist

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Position Summary:

We are seeking a Digital Experience Specialist to support and scale our Enterprise Customer Experience (ECX) Digital Engagement team by owning the execution of customer-facing digital communications, lifecycle automation, documentation, and performance tracking. 

This is a hands-on, execution-focused role ideal for someone who thrives on building scalable programs, managing automation, and ensuring consistent, high-quality customer experiences. 

In this position you will report to the Digital Customer Success Manager.

Why You’ll Love This Role 

As a Digital Experience Specialist, you will work closely with ECX, Lifecycle Services (LCS), and Software stakeholders to operationalize scalable digital engagement programs. 

You will focus on: 

• Building and launching campaigns 

• Managing automation workflows 

• Maintaining program assets and documentation 

This role is perfect for someone who enjoys operational ownership, structured execution, and creating repeatable systems that drive customer experience and scale. 

Your Responsibilities 

1. Digital Communications & Automation 

• Analyze available and required data to design targeted customer communications 

• Build, QA, launch, and maintain automated lifecycle workflows (onboarding, adoption, renewal, expansion) 

• Configure audience segmentation, logic, and scheduling 

• Execute and monitor email programs, journeys, and campaigns 

• Conduct ongoing QA and continuous improvements of workflows 

2. Gainsight Configuration & Development 

• Own configuration of Gainsight features for Digital engagement:  

• Rules Engine 

• Journey Orchestrator (Programs) 

• CTAs and Playbooks 

• Design and implement lifecycle programs (welcome, onboarding, usage, renewal risk, expansion signals) 

• Build business-centric reports and dashboards in Gainsight for digital experience 

• Document customer journeys, workflows, and underlying data flows 

• Troubleshoot platform issues and support end users 

• Maintain documentation of solutions, data models, and integrations 

3. Reporting, Documentation & Program Operations 

• Analyze and validate email performance and engagement data 

• Maintain dashboards and recurring reports (open rate, CTR, etc.) 

• Prepare insights, summaries, and visualizations for stakeholders 

• Maintain and update operational documentation and program assets 

• Ensure governance, accuracy, and scalability of program materials 

The Essentials - You Will Have:

• 2–4 years of experience in Gainsight administration/development or with other related platforms and/or tools

• Strong hands-on experience with Rules Engine, Programs/Journey Orchestrator, Data Designer, Playbooks 

• Experience with lifecycle engagement and workflow automation 

• Strong analytical mindset with data-driven decision making 

• Excellent attention to detail, especially in QA and execution accuracy 

• Ability to manage multiple workstreams and meet deadlines 

• Strong written and verbal communication skills 

• Ability to work independently and in a cross-functional global team 

• Proficiency in Microsoft Office (Excel, PowerPoint, Word) 

Key Competencies:

• Strong attention to detail 

• Execution excellence and operational ownership 

• Ability to manage multiple priorities under tight timelines 

• Strong collaboration and stakeholder management skills 

• Proactive problem-solving mindset 

• Understanding of modern B2B digital engagement practices 

The Preferred - You Might Also Have:

• Gainsight Level 3 Admin Certification 

• Familiarity with CRM tools like Salesforce or EverAfter 

• Strong SQL skills (Joins, Case Logic, Groupby) 

• Exposure to AI tools (e.g., OpenAI, Microsoft Copilot, Gainsight AI) 

• Experience supporting global or multi-region campaigns 

• Experience working in a distributed/global organization 

• Knowledge of Microsoft 365 and SharePoint 

Modality: Hybrid

What We Offer

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm.

• Volunteer Paid Time off available after 6 months of employment for eligible employees.

• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.

• Employee Assistance Program.

• Personalized wellbeing programs through our OnTrack program

• On-demand digital course library for professional development... and other local benefits!

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.

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#LI-hybri

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.