Customer Experience Automation Lead

role, orchestration means designing and operationalizing the workflows, triggers, and engagement logic that coordinate customer interactions across digital and human channels throughout the lifecycle.

This role requires a strong understanding of the full customer lifecycle, from onboarding through renewal and expansion, with primary responsibility focused on the digital journey layer that supports, enhances, and scales customer engagement across that lifecycle.

The role partners closely with CX Strategy & Design, Customer Success, Support, Renewals, Content, IT, and CX Operations to translate customer strategy into structured, system-enabled digital journeys that drive adoption, value realization, retention, and expansion.

The ideal candidate brings a strong mix of lifecycle thinking, digital journey design, workflow automation expertise, and cross-functional influence. This role is focused on reducing manual effort, improving consistency, and enabling more intelligent, scalable engagement through digital orchestration.

Key Responsibilities:

Digital Journey Strategy & Orchestration

• Own the orchestration framework for digital customer journeys across onboarding, stabilization, adoption, maturity, renewal, and expansion stages.

• Design and optimize digital lifecycle programs that align to the broader customer journey and complement human-led engagement.

• Translate CX strategy into scalable digital engagement models that support Customer Success, Implementation Services, Post-Live Services, Managed Services, and other

Customer Experience (CX) functions

• Design multi-step, rules-based journeys based on segmentation, health signals, product usage, customer maturity, and sentiment.

• Ensure digital programs balance intelligent automation with timely, high-value human engagement.

• Design and build initial versions of high-priority digital journeys, ensuring rapid time-to-launch and iterative improvement.

• Apply a minimum viable journey approach to deliver value quickly, followed by structured iteration and optimization.

Cross-Functional Automation & Operational Efficiency

• Identify manual, repetitive workflows across Customer Success, Implementation Services, Post-Live Services, Managed Services, and CX Operations, then design scalable digital automation solutions.

• Reduce friction in cross-functional processes such as risk escalation, renewal readiness, adoption campaigns, and executive engagement tracking.

• Automate milestone tracking, risk triggers, task routing, and internal notifications across CX teams.

• Standardize repeatable digital playbooks and embed them into systems to improve execution consistency and reduce variability.

• Build conditional logic and branching journeys that adapt to customer behavior and business signals.

• Prioritize and execute a rolling orchestration roadmap, balancing speed of delivery with long-term scalability.

• Rapidly deploy lightweight automation (e.g., triggers, alerts, single-step workflows) to address immediate CX friction points while building toward more comprehensive journey programs.

Strategic Cross-Functional Partnership

• Serve as the primary digital orchestration partner to CX Strategy & Design, advising on scalable execution approaches and system feasibility.

• Partner with Digital Customer Success Managers and other CX leaders to operationalize adoption insights, risk indicators, and expansion signals into lifecycle triggers and workflows.

• Collaborate with Content teams to ensure messaging is sequenced appropriately within digital journeys.

• Work with CX Operations to align orchestration logic with health scoring models, reporting frameworks, and segmentation strategy.

• Partner with Implementation Services, Post-Live Services, and Managed Services leadership to ensure digital journeys reinforce broader retention, risk mitigation, and revenue goals.

AI-Enabled Digital Engagement

• Incorporate predictive signals and AI-enabled insights into digital journey workflows and engagement logic.

• Support implementation of AI-assisted workflows and digital engagement capabilities that improve CX scalability.

• Ensure AI-enabled programs are governed, measurable, and aligned to customer experience standards.

• Evaluate emerging technologies that strengthen digital orchestration capabilities across the customer lifecycle.

Measurement, Optimization & Business Impact

• Define and track performance metrics tied to orchestrated digital programs, including adoption lift, engagement, risk reduction, renewal readiness, and operational efficiency.

• Conduct structured analysis, testing, and ongoing optimization of digital journey programs.

• Quantify time savings and process improvements across CX teams and workflows.

• Provide leadership with clear visibility into digital program effectiveness, performance trends, and business impact.

• Track and improve time-to-launch for new journeys and enhancements, ensuring rapid deployment of high-impact programs.

• Establish a test-and-learn model, with frequent iteration cycles to continuously improve journey performance.

Governance & Continuous Improvement

• Establish documentation standards and change control practices for digital journey architecture.

• Maintain oversight of workflow dependencies to prevent system conflicts or customer experience degradation.

• Create reusable orchestration templates that can scale across segments, use cases, and product lines.

• Mentor team members and help elevate digital orchestration best practices across the organization.

• Balance governance with execution speed by defining clear standards for when journeys require full design vs rapid deployment.

• Develop and maintain a library of reusable journey components, triggers, and templates to accelerate build and deployment cycles.

Basic Qualifications:

• 6+ years of experience in Customer Success, CX Operations, digital customer engagement, systems, lifecycle strategy, service design, or related SaaS roles.

• 3+ years of hands-on experience building digital journeys and workflow automation in platforms such as Gainsight, Salesforce, or similar CX/CRM systems.

• Strong understanding of the full SaaS customer lifecycle, including onboarding, adoption, steady state, value realization, and renewal, and expansion motions.

• Experience using predictive signals, scoring models, or AI-enabled insights to inform customer engagement.

Preferred Qualifications:

• Strong analytical skills, with the ability to translate customer and operational data into scalable workflow logic.

• Experience in enterprise SaaS, HCM, or Workforce Management.

• Familiarity with renewal forecasting workflows, risk escalation models, and customer health frameworks.

• Experience with digital customer success, lifecycle automation, or journey orchestration programs.

• Experience with process improvement or workflow optimization methodologies.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer:

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

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UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process:

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].

The pay range for this position is $90,900 to $130,700. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://https://www.ukg.com/about-us/careers/benefits