Senior Manager, Digital Experience

You'll be part of the CSX Transformation team reporting to the Senior Director of CX Design, owning and drive end-to-end execution of 1 to Many (digital) customer lifecycle programs with a primary focus on adoption and value realization.

This role combines strategic thinking, journey design, and hands-on execution to define, operationalize, and continuously improve scalable digital engagement programs such as In-App guidance, AI-driven nurture, and more. You will ensure programs are not only launched, but delivered against clear milestones, performance metrics, and business outcomes.

A Day in The Life Typically Includes:

• User Nurture: Fully execute contextual customer lifecycle programs tailored for adoption, retention, and value realization using scalable 1:M channels (in-app, email, webinars, community). This will include strategic thinking, micro journey design, identifying the right persona, contextual guidance, etc to deliver impactful programs.
• In-App User Engagement: Own the design and management of in-app user engagement guides, ensuring alignment with adoption goals and business outcomes.
• Digital Experience Optimization: Synthesize and execute optimization of holistic digital experiences across internal functions and teams to ensure customer outcomes and best-in-class digital experiences.
• Collaboration & Influence: Partner cross-functionally with Product, Marketing, Customer Success, and IT teams to integrate owned programs effectively within customer experiences, as well as optimize existing digital customer experiences across functions.
• Execution & Problem Solving: Operate with a strong bias for action by breaking down complex problems, identifying root causes, and defining a clear path forward. Balance speed and quality by prioritizing progress over perfection while maintaining accountability for outcomes.
• Outcomes-driven: Measure and analyze campaign and program performance and customer engagement data, iteratively optimizing toward clearly defined adoption KPIs and measurable ROI in partnership with Data Analytics and Product Analytics teams.
• Reporting: Own program-level reporting and campaign updates, providing clear narratives on performance, learnings, risks, and next actions tied to adoption and value realization.

Basic Qualifications:

• Experience executing digital customer lifecycle management, adoption marketing, or digital engagement programs within SaaS or technology environments.
• Experience designing and executing detailed customer journeys and 1:M digital campaigns.
• Experience in designing, tracking, optimizing campaigns, and driving measurable customer outcomes.
• Experience in program management, cross-functional collaboration, and stakeholder management.
• Experience executing effectively with a strategic mindset, contributing across operational, tactical, and strategic work to drive outcomes.
• Experience with digital adoption & CRM platforms. In-App Tools: Whatfix, Pendo, Gainsight PX, WalkMe and Email Tools: Hubspot, Gainsight JO, Pardot, etc

Preferred Qualifications:

• AI powered tools experience with adoption programs, campaigns or content.

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

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