Customer Experience Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.
 

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact.

As the Customer Experience Specialist for our Customer Success Organization, you'll play a crucial role in enhancing user onboarding, adoption and self-service experiences. You'll leverage you’re your analytical skills, technical aptitude and creative flair to design, implement, and maintain engaging experiences for customers to access on a routine basis.

By executing on your responsibilities in a collaborative and timely manner, you’ll contribute to CSO’s excellence and our customer’s success!

What you’ll get: 

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.

• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.

• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.

• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.

• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.

• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

What you’ll do:

• Create and maintain in-app guidance and messages using Pendo to improve user experience and drive product adoption

• Collaborate with product and engineering teams to maintain seamless integration of our tech stack with NAVEX One applications

• Manage and maintain the NAVEX Academy platform, focusing on user interface, user experience, and content optimization

• Ensure content within third party platforms meet search optimization and accessibility standards to support an impactful self-service experience

• Align all experiences with organizational branding guidelines and best practices

• Employ strong quality assurance for all content publications, verifying accuracy, taxonomy, settings, tagging, and visibility

• Troubleshoot and resolve complex issues related to Pendo, Skilljar, Zoomin, and Salesforce Communities

• Stay up to date with our tech stacks latest features, updates, and best practices

What you’ll need:

• 2+ years of experience in an enablement or experience role, preferably supporting customer success or customer support teams

• Familiarity with web technologies (HTML, CSS, JavaScript)

• Proven experience with Pendo or similar in-app guidance tools a plus

• Experience with Pendo, Zoomin, Skilljar or similar platforms a plus

• A bias for putting the customer experience at the center of every design

• Strong technical aptitude, critical thinking, and problem-solving skills with a proven track record of successful troubleshooting

• Impeccable attention to detail with an eye for accuracy and consistency

• Ability to drive results through your job competencies of analytics and reporting, attention to detail and decision making

• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instills trust

Our side of the deal: 

We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals. 

• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.

• The starting pay range for this role is $62,000+

• Pay progression based on your performance. 

We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information.

We’re an equal opportunity employer, including all disability and veteran status. 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!