Digital Experience Manager (SaaS, Copenhagen)

Job summary

The role involves leading the development and optimization of a customer-facing Help Centre and self-service ecosystem within a digital customer support team. The Digital Experience Manager will enhance user journeys by utilizing front-end development skills and UX strategies, ensuring seamless interactions for users.

Qualifications

• Proven experience in developing and optimizing self-service platforms or Help Centres.
• Familiarity with Salesforce Experience Cloud and similar help desk ecosystems is advantageous.
• Proficient in front-end development languages: HTML, CSS, and JavaScript.

Responsibilities

• Develop, customize, and maintain Help Centre templates and components.
• Implement layout and usability improvements to enhance user experience.
• Conduct A/B or multivariate tests to validate design hypotheses.
• Research and apply AI Engine Optimization practices for improved content discoverability.
• Establish structural standards for content accessibility and coherence.
• Manage governance structures for cross-functional knowledge ecosystems.

Skills

• Strong UI/UX sensibility with the ability to create graphical assets using tools like Figma.
• Experience with analytics tools (e.g., GA4, Looker, Hotjar) for design decision-making.
• Knowledge of SEO and emerging digital customer experience technologies.
• Ability to coordinate structured processes and collaborate with cross-functional teams.

Education

• Relevant experience in digital experience management or a related field is preferred.

Tools

• Salesforce Experience Cloud, HTML, CSS, JavaScript, Figma, GA4, Looker, Hotjar.