Digital Adoption Executive

Job Description
Job title: Digital Adoption Executive
Business unit: Commercial
Line Manager: Head of Customer Success
Direct reports: None

Role outline
As a WalkMe Builder, you will be at the heart of driving seamless digital adoption for our proprietary technologies, including Salesline, Cashup, Star Comply and CTB & Co. This role is focused on designing, implementing, testing and optimising in-platform guidance to ensure users maximise the value of these tools. You will work hands-on with the WalkMe platform to implement features such as Smart Walk-Thrus, Launchers, and Tooltips, tailored to enhance user experiences and streamline complex workflows.
Your expertise in WalkMe will enable you to customise and deploy solutions that address user challenges effectively. You will collaborate closely with our Product & Customer Success teams to stay aligned with product updates & customer feedback and incorporate enhancements into your WalkMe solutions. By analysing usage data and user feedback, you will identify opportunities for improvement, ensuring the tools evolve with the needs of our users.
In this role, your focus will remain on crafting impactful solutions, allowing you to specialise in building and refining digital adoption strategies. Join us to play a critical role in improving our customer experience, elevating our implementation process, and maximising the impact of our proprietary products.

Key Responsibilities

• Design, develop and deploy WalkMe experiences including smart walk-thrus, launchers & insights dashboards.
• Collaborate with cross-functional teams to gather requirements from subject matter experts and ensure WalkMe solutions align with business objectives.
• Maintain an active role in product development to be aware of any changes being implemented that may impact any existing use of Walkme
• Be part of product UAT to test WalkMe as part of the product release cycle
• Develop and conduct usability testing and iterative design process to optimise user engagement & effectiveness.
• Troubleshoot and resolve issues within WalkMe solutions.
• Monitor and report on the performance of WalkMe tools & engagement, using analytics to drive continuous improvement.
• Stay up to date on WalkMe best practices and new features to recommend and propose solutions.

Personal attributes

• Our values drive our everyday behaviours and guide our decision making so having alignment with them is critical:
• Customer obsessed; this role is pivotal in creating exceptional user experiences by designing intuitive and effective WalkMe solutions. You will understand the critical impact of your work on end-users, taking pride in delivering solutions that exceed expectations and drive user satisfaction.
• Collaborative; while self-motivation is essential, you will thrive in a team environment, working closely with colleagues across locations and cultures. By fostering strong working relationships and seeking input when needed, you’ll ensure that your WalkMe builds align with broader team objectives and deliver maximum value.
• Curious; while much of the role involves following processes and workflows, a natural curiosity will drive your deeper understanding of our tools and their applications. You’ll seek opportunities to learn more about our company, proprietary technologies, and user needs to enhance the solutions you deliver.
• Creative; guided by existing processes, you will approach challenges with an innovative mindset. The evolving needs of our company and tools require a commitment to continuous improvement and creative problem-solving, ensuring that WalkMe solutions remain cutting-edge and impactful.

Skills, knowledge, and experience

• Proven experience in developing and implementing WalkMe solutions, HTML or CSS experience would be beneficial
• Certifications in WalkMe or similar digital adoption platforms are highly desirable
• Strong analytical, organisational & problem-solving skills
• Excellent communication skills to collaborate with technical and non-technical stakeholders
• Knowledge of digital adoption platforms (DAPs) and user onboarding strategies.