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Customer Experience Specialist

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NAVEX

Jan 14

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Data
  • Lake Oswego
  • Quick Apply

AI generated summary

  • You need 2+ years in customer experience, web tech knowledge (HTML, CSS, JS), familiarity with Pendo or similar tools, strong problem-solving skills, and a customer-focused approach.
  • You will enhance user experience through Pendo, manage NAVEX Academy, ensure content optimization, troubleshoot tech issues, and collaborate with teams while aligning with branding guidelines.

Requirements

  • 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

Responsibilities

  • 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

FAQs

What is the primary role of a Customer Experience Specialist at NAVEX?

The primary role of a Customer Experience Specialist at NAVEX is to enhance user onboarding, adoption, and self-service experiences by leveraging analytical skills, technical aptitude, and creativity to design, implement, and maintain engaging customer experiences.

What qualifications are needed for this position?

Candidates should have 2+ years of experience in an enablement or experience role, familiarity with web technologies (HTML, CSS, JavaScript), and proven experience with Pendo or similar in-app guidance tools. Strong technical aptitude, problem-solving skills, and attention to detail are also essential.

What tools and platforms will I work with in this role?

In this role, you will work with tools and platforms such as Pendo, Zoomin, Skilljar, and Salesforce Communities, among others.

Is there a career growth opportunity at NAVEX?

Yes, NAVEX is committed to career growth, offering market-leading training and a focus on individual career plans to help you advance in your career.

What is the starting pay range for this position?

The starting pay range for this role is $62,000 and above, with pay progression based on performance.

Are there specific requirements for content publication?

Yes, all content must meet search optimization and accessibility standards, ensuring impactful self-service experiences while aligning with organizational branding guidelines and best practices.

What kind of team culture can I expect at NAVEX?

At NAVEX, you can expect an inspiring culture characterized by supportive leaders, invested teammates, and like-minded groups that make you feel at home.

Will I need to troubleshoot issues in this role?

Yes, you will be responsible for troubleshooting and resolving complex issues related to Pendo, Skilljar, Zoomin, and Salesforce Communities.

Are there well-being programs available for employees?

Yes, NAVEX offers top-of-the-range well-being programs and various opt-in benefits, as the company believes in providing more than just a salary.

Does NAVEX have a commitment to diversity and inclusion?

Yes, NAVEX is an equal opportunity employer, committed to diversity, including support for all disability and veteran statuses.

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NAVEX

Confident Risk Management

Consulting
Industry
1001-5000
Employees
2012
Founded Year

Mission & Purpose

As the global leader in risk and compliance software, we are dedicated to delivering more confident risk management for our customers. Our powerful solutions help more than 13,000 organizations maximize the value of their risk, compliance and ESG programs. We offer a unified view of risk across the business, encouraging greater organizational insight, increasing operational efficiencies, and giving teams the ability to make informed decisions with confidence. At NAVEX, we offer proven solutions that deliver for customers around the globe – empowering them to effectively manage operational, sustainability, people and regulatory risk. Delivering on our vision to provide the world’s smartest integrated platform that enables organizations to predict and mitigate risk, our businesses solutions help organizations better understand their risk and compliance health, enabling them to holistically manage their GRC program with greater simplicity and efficiency. Our mission at NAVEX is to: Promote an ethical, inclusive and equitable workplace culture for all Protect our customers’ brands and stakeholders from an ever-changing risk landscape Preserve our environment’s natural resources by enabling sustainable business practices