Senior Digital Experience Strategist

 At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

The Digital Experience Strategy function at Freshworks is a critical part of our mission to create a consumer-like, customer-centric ecosystem of web properties and integrated digital experiences. Reporting to the Senior Director of Digital & Web Experience, you’ll drive the global vision for our digital experiences, creating and optimizing the strategies for the website and integrated campaigns. As an expert in digital user experience and web information architecture, you’ll blend marketing vision with qualitative and quantitative research to build and transform the visitor journey.

Responsibilities:

• Define, evangelize and continually evolve the digital and web experience strategy

• Partner with designers, content creators, business stakeholders, and agency partners to transform digital journeys and web experiences

• Conduct audits, discovery workshops, design thinking sessions, heuristic evaluations, and competitive reviews to gather insights and align stakeholder goals

• Architect sitemaps, page plans, and phased content strategies to deliver on agile experience roadmaps

• Create wireframes, content models, user flows, journeys, personas and other user experience artifacts to define better digital experiences

• Scale strategies for content marketing and personalization across systems, personas, campaigns, and key user journeys

• Translate the company brand, product positioning and go-to-market strategy into the global navigation and overall web strategy

• Partner with stakeholders to translate complex marketing and business needs into industry leading digital experiences that delight visitors

• Drive more engagement and conversion through experience-focused CRO tactics, A/B testing, and experimental web strategy

• Drive strategies to optimize web content and tagging for onsite search, onpage filtering, and dynamic or personalized delivery

• Partner with global SEO teams to balance experience optimization for both for users and web crawlers

• Conduct qualitative and quantitative research to analyze and improve the digital experience, validating concepts and generating new ideas

• 7+ years professional experience leading large digital experience strategy initiatives 

• Experience working on large, enterprise, global, multi-property websites with complex translation and localization needs

• Educational or professional background that blends user experience, content strategy, and digital strategy

• Specific experience in web information architecture and navigation design, with a foundation of qualitative and quantitative insights

• Proven record of delivering customer-focused business outcomes, where insights informed strategies leading to measurable results

• Experience with web CRO tactics and performance assessment tools 

• Experience using quantitative web analytics tools like Google Analytics 

• Experience using qualitative research tools like Qualtrics, UserTesting.com, or Fullstory

• Executive presentation, speaking, and communication skills

• Creative thinker and innovative problem solver