Onboarding & Digital Experience Expert (Metrics)

About the role

Join the new Discovery Solutions Customer Success team as an Onboarding & Digital Experience Expert. In this role, you will accelerate customer adoption of our digital self-service platforms by supporting onboarding journeys, enabling smooth account setup, and delivering scalable educational resources. This role strengthens customer confidence, reduces friction, and supports a seamless digital journey through process excellence, cross-functional alignment, and data-driven customer insights.

Responsibilities

• Support Customer Onboarding & Digital Enablement:
  • Guide customers through onboarding—including account setup, digital activation, and early-journey support—to ensure a smooth and consistent experience.
  • Act as liaison between customers and internal teams (Product Screening, CMMG, Sales) to resolve questions, streamline setup steps, and remove friction.
  • Deploy onboarding/growth plays and monitor their effectiveness (activation lift, redemption, downstream behavior), recommending data-driven improvements.
  • Help to create and maintain customer-facing digital onboarding content, including webinars, user guides, and step-by-step resources, as needed.
  • Deliver internal enablement sessions to CS, TS, Sales, and other partners to strengthen onboarding consistency and digital tool readiness.
• Monitor Insights with a Continuous Improvement Mindset:
  • Assist in rollout and adoption of enhancements, while using data and VOC insights to identify improvement opportunities.
  • Partner with business stakeholders to develop, monitor, and report on onboarding and digital adoption metrics, KPIs, and performance targets; analyze trends and provide actionable insights to support continuous improvement and business decision-making.
  • Collaborate with cross-functional stakeholders to ensure consistent measurement approaches and alignment on key performance indicators.

Requirements

• Bachelor’s degree (or higher) in Business, Marketing, Sciences, or a related field.
• 2+ years in customer support, customer success, onboarding or eCommerce/digital support.

Preferred Qualifications

• Familiarity with SFDC, ERP, Org Admin, UNITE/EVO and support tools.
• Project management, Lean Six Sigma, or other process efficiency experience.
• Strong communication, facilitation, and analytical skills.
• Experience in training or content development.
• Multilingual helpful, but not required.

Benefits

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress.