Customer Experience Automation Lead

UKG

About The Position

The Customer Experience Automation Lead is an individual contributor role responsible for designing, governing, and optimizing scalable digital engagement journeys across UKG’s Customer Experience (CX) organization. In this role, orchestration means designing and operationalizing the workflows, triggers, and engagement logic that coordinate customer interactions across digital and human channels throughout the lifecycle. This role requires a strong understanding of the full customer lifecycle, from onboarding through renewal and expansion, with primary responsibility focused on the digital journey layer that supports, enhances, and scales customer engagement across that lifecycle. The role partners closely with CX Strategy & Design, Customer Success, Support, Renewals, Content, IT, and CX Operations to translate customer strategy into structured, system-enabled digital journeys that drive adoption, value realization, retention, and expansion. The ideal candidate brings a strong mix of lifecycle thinking, digital journey design, workflow automation expertise, and cross-functional influence. This role is focused on reducing manual effort, improving consistency, and enabling more intelligent, scalable engagement through digital orchestration.

Requirements

6+ years of experience in Customer Success, CX Operations, digital customer engagement, systems, lifecycle strategy, service design, or related SaaS roles.
3+ years of hands-on experience building digital journeys and workflow automation in platforms such as Gainsight, Salesforce, or similar CX/CRM systems.
Strong understanding of the full SaaS customer lifecycle, including onboarding, adoption, steady state, value realization, and renewal, and expansion motions.
Experience using predictive signals, scoring models, or AI-enabled insights to inform customer engagement.
Strong analytical skills, with the ability to translate customer and operational data into scalable workflow logic.

Nice To Haves

Experience in enterprise SaaS, HCM, or Workforce Management.
Familiarity with renewal forecasting workflows, risk escalation models, and customer health frameworks.
Experience with digital customer success, lifecycle automation, or journey orchestration programs.
Experience with process improvement or workflow optimization methodologies.

Responsibilities

Own the orchestration framework for digital customer journeys across onboarding, stabilization, adoption, maturity, renewal, and expansion stages.
Design and optimize digital lifecycle programs that align to the broader customer journey and complement human-led engagement.
Translate CX strategy into scalable digital engagement models that support Customer Success, Implementation Services, Post-Live Services, Managed Services, and other Customer Experience (CX) functions
Design multi-step, rules-based journeys based on segmentation, health signals, product usage, customer maturity, and sentiment.
Ensure digital programs balance intelligent automation with timely, high-value human engagement.
Design and build initial versions of high-priority digital journeys, ensuring rapid time-to-launch and iterative improvement.
Apply a minimum viable journey approach to deliver value quickly, followed by structured iteration and optimization.
Identify manual, repetitive workflows across Customer Success, Implementation Services, Post-Live Services, Managed Services, and CX Operations, then design scalable digital automation solutions.
Reduce friction in cross-functional processes such as risk escalation, renewal readiness, adoption campaigns, and executive engagement tracking.
Automate milestone tracking, risk triggers, task routing, and internal notifications across CX teams.
Standardize repeatable digital playbooks and embed them into systems to improve execution consistency and reduce variability.
Build conditional logic and branching journeys that adapt to customer behavior and business signals.
Prioritize and execute a rolling orchestration roadmap, balancing speed of delivery with long-term scalability.
Rapidly deploy lightweight automation (e.g., triggers, alerts, single-step workflows) to address immediate CX friction points while building toward more comprehensive journey programs.
Serve as the primary digital orchestration partner to CX Strategy & Design, advising on scalable execution approaches and system feasibility.
Partner with Digital Customer Success Managers and other CX leaders to operationalize adoption insights, risk indicators, and expansion signals into lifecycle triggers and workflows.
Collaborate with Content teams to ensure messaging is sequenced appropriately within digital journeys.
Work with CX Operations to align orchestration logic with health scoring models, reporting frameworks, and segmentation strategy.
Partner with Implementation Services, Post-Live Services, and Managed Services leadership to ensure digital journeys reinforce broader retention, risk mitigation, and revenue goals.
Incorporate predictive signals and AI-enabled insights into digital journey workflows and engagement logic.
Support implementation of AI-assisted workflows and digital engagement capabilities that improve CX scalability.
Ensure AI-enabled programs are governed, measurable, and aligned to customer experience standards.
Evaluate emerging technologies that strengthen digital orchestration capabilities across the customer lifecycle.
Define and track performance metrics tied to orchestrated digital programs, including adoption lift, engagement, risk reduction, renewal readiness, and operational efficiency.
Conduct structured analysis, testing, and ongoing optimization of digital journey programs.
Quantify time savings and process improvements across CX teams and workflows.
Provide leadership with clear visibility into digital program effectiveness, performance trends, and business impact.
Track and improve time-to-launch for new journeys and enhancements, ensuring rapid deployment of high-impact programs.
Establish a test-and-learn model, with frequent iteration cycles to continuously improve journey performance.
Establish documentation standards and change control practices for digital journey architecture.
Maintain oversight of workflow dependencies to prevent system conflicts or customer experience degradation.
Create reusable orchestration templates that can scale across segments, use cases, and product lines.
Mentor team members and help elevate digital orchestration best practices across the organization.
Balance governance with execution speed by defining clear standards for when journeys require full design vs rapid deployment.
Develop and maintain a library of reusable journey components, triggers, and templates to accelerate build and deployment cycles.