Digital Experience Analyst

The Digital Experience Analyst is responsible for driving adoption and continuous improvement of the Signature Vision digital portal through structured customer onboarding, ongoing Voice of Customer (VoC) research, and actionable insights derived from user feedback. This role ensures customers successfully engage with Signature’s digital platform while identifying opportunities to enhance usability, functionality, and overall experience.

This position supports cross-functional digital initiatives, identifies content and platform updates, partners closely with Marketing, IT, Operations, and Commercial teams, and ensures all digital experiences align with Signature’s brand standards, accessibility requirements, and performance goals.

Customer & Account Onboarding (Signature Vision)

• Lead and support onboarding efforts for operator accounts and customers into the Signature Vision digital portal. 
• Develop onboarding frameworks, materials, and training approaches to drive adoption and self-service behaviors. 
• Partner with Global Sales, BRAVO helpdesk, and Operations teams to ensure a consistent and effective onboarding experience. 
• Monitor onboarding success metrics (activation, usage, engagement) and identify gaps in adoption. 

Voice of Customer (VoC) Research

• Design and manage ongoing Voice of Customer programs to gather feedback across digital touchpoints. 
• Collect insights through surveys, interviews, direct feedback, usage data, and stakeholder inputs. 
• Partner with Sales, Operations, and Customer Support teams to capture real-time customer sentiment and feedback. 
• Establish consistent reporting mechanisms to share VoC insights with internal stakeholders. 

Pain Point Identification & Enhancement Opportunities

• Aggregate customer feedback and behavioral data to identify recurring pain points and friction within the digital experience.  
• Translate insights into clear, prioritized recommendations for platform enhancements and improvements. 
• Partner with IT, UX, and Product teams to define requirements and support delivery of enhancements. 
• Track and measure the impact of implemented improvements on customer satisfaction and platform adoption. 

Cross-Functional Alignment & Communication

• Act as a central point of coordination between Digital, Marketing, IT, Commercial, and Operations teams for customer experience improvements. 
• Communicate insights, priorities, and updates clearly to stakeholders, ensuring alignment on digital experience initiatives. 
• Support change management efforts related to new features, enhancements, and onboarding processes. 

Performance Monitoring & Continuous Improvement

• Utilize dashboards and analytics to monitor user behavior, engagement, and adoption trends within Signature Vision. 
• Provide regular performance summaries and actionable insights to inform business decisions. 
• Identify opportunities to improve processes, workflows, and overall efficiency of digital experience initiatives. 

Additional Duties

• Stay current with digital experience trends, UX best practices, platform capabilities, and accessibility standards.
• Perform other responsibilities supporting Signature’s digital strategy as needed.

Additional Knowledge and Skills

• Strong project management skills with the ability to juggle multiple priorities.
• Excellent communication skills, able to translate technical concepts into clear, concise, business-focused recommendations.
• High attention to detail paired with strategic thinking.
• Ability to lead through influence and collaborate across departments.
• Comfort analyzing data, identifying trends, and presenting insights.
• A self-starter who thrives in fast-paced, transformational environments.

Minimum Education and/or Experience

• Bachelor’s degree in Digital Marketing, Communications, UX, Business, Information Systems, or a related field.
• 3+ years of experience in digital experience, digital marketing, UX, customer research, or content planning.
• Experience working with enterprise CMS platforms and customer portals.
• Strong understanding of digital experience design, user behavior, accessibility standards, and analytics tools.
• Experience supporting cross-functional digital initiatives or projects.
• Familiarity with marketing automation platforms (HubSpot a plus).
• Experience in aviation, travel, hospitality, or operationally complex environments preferred.