Digital Experience Specialist
Rockwell Automation · Mexico City
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Position Summary:
We are seeking a Digital Experience Specialist to support and scale our Enterprise Customer Experience (ECX) Digital Engagement team by owning the execution of customer-facing digital communications, lifecycle automation, documentation, and performance tracking.
This is a hands-on, execution-focused role ideal for someone who thrives on building scalable programs, managing automation, and ensuring consistent, high-quality customer experiences.
In this position you will report to the Digital Customer Success Manager.
Why You’ll Love This Role
As a Digital Experience Specialist, you will work closely with ECX, Lifecycle Services (LCS), and Software stakeholders to operationalize scalable digital engagement programs.
You will focus on:
Building and launching campaigns
Managing automation workflows
Maintaining program assets and documentation
This role is perfect for someone who enjoys operational ownership, structured execution, and creating repeatable systems that drive customer experience and scale.
Your Responsibilities
1. Digital Communications & Automation
Analyze available and required data to design targeted customer communications
Build, QA, launch, and maintain automated lifecycle workflows (onboarding, adoption, renewal, expansion)
Configure audience segmentation, logic, and scheduling
Execute and monitor email programs, journeys, and campaigns
Conduct ongoing QA and continuous improvements of workflows
2. Gainsight Configuration & Development
Own configuration of Gainsight features for Digital engagement:
Rules Engine
Journey Orchestrator (Programs)
CTAs and Playbooks
Design and implement lifecycle programs (welcome, onboarding, usage, renewal risk, expansion signals)
Build business-centric reports and dashboards in Gainsight for digital experience
Document customer journeys, workflows, and underlying data flows
Troubleshoot platform issues and support end users
Maintain documentation of solutions, data models, and integrations
3. Reporting, Documentation & Program Operations
Analyze and validate email performance and engagement data
Maintain dashboards and recurring reports (open rate, CTR, etc.)
Prepare insights, summaries, and visualizations for stakeholders
Maintain and update operational documentation and program assets
Ensure governance, accuracy, and scalability of program materials
The Essentials - You Will Have:
2–4 years of experience in Gainsight administration/development or with other related platforms and/or tools
Strong hands-on experience with Rules Engine, Programs/Journey Orchestrator, Data Designer, Playbooks
Experience with lifecycle engagement and workflow automation
Strong analytical mindset with data-driven decision making
Excellent attention to detail, especially in QA and execution accuracy
Ability to manage multiple workstreams and meet deadlines
Strong written and verbal communication skills
Ability to work independently and in a cross-functional global team
Proficiency in Microsoft Office (Excel, PowerPoint, Word)
Key Competencies:
Strong attention to detail
Execution excellence and operational ownership
Ability to manage multiple priorities under tight timelines
Strong collaboration and stakeholder management skills
Proactive problem-solving mindset
Understanding of modern B2B digital engagement practices
The Preferred - You Might Also Have:
Gainsight Level 3 Admin Certification
Familiarity with CRM tools like Salesforce or EverAfter
Strong SQL skills (Joins, Case Logic, Groupby)
Exposure to AI tools (e.g., OpenAI, Microsoft Copilot, Gainsight AI)
Experience supporting global or multi-region campaigns
Experience working in a distributed/global organization
Knowledge of Microsoft 365 and SharePoint
Modality: Hybrid
What We Offer
Our benefits package includes …
Comprehensive mindfulness programs with a premium membership to Calm.
Volunteer Paid Time off available after 6 months of employment for eligible employees.
Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
Employee Assistance Program.
Personalized wellbeing programs through our OnTrack program
On-demand digital course library for professional development... and other local benefits!
Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.
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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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