Digital Adoption Analyst
About The Position
CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: The Digital Adoption Specialist is responsible for designing, implementing, and optimizing WalkMe solutions. This role manages projects from inception to completion, engaging stakeholders, and providing continuous improvement for digital adoption strategies. This role maintains knowledge of the WalkMe platform and how to capitalize on its features to maximize time-savings and efficiency across systems and users. The Digital Adoption Specialist leverages excellent communication skills to interface directly with CCM internal teams.
Requirements
- High School Diploma or equivalent.
- Experience working with WalkMe or a similar platform (Whatfix, Pendo, etc.).
- Skill in managing multiple tasks simultaneously while working independently and collaboratively within a team environment.
- Skill in adapting to new processes and platforms.
- Excellent communication skills, with both technical and non-technical team members.
- Excellent attention to detail, analytical, and problem-solving skills.
- Excellent prioritization and time management skills.
Nice To Haves
- Programming boot camp or coding experience (Basic HTML, CSS, jQuery), preferred.
- Experience in applying and managing chatbots, preferred.
Responsibilities
- Design and implement advanced WalkMe solutions to optimize user experience, including developing and deploying custom WalkMe content with advanced solutions such as automation, field validation, and ActionBots.
- Lead digital adoption projects from inception to completion, ensuring timely delivery and meeting project goals.
- Support the user base by providing timely and accurate responses to support tickets.
- Stay updated on trends and propose improvements to enhance digital adoption strategies, including relevant WalkMe releases, enhancements, and integrations.
- Maintain knowledge of CCM’s business processes and remain up to date on CCM IT platform environment news and updates.
- Partner with WalkMe Support to configure new and existing systems to allow for new features, tracking, accessibility, and other custom developments.
- Analyze user engagement data and create reports to communicate findings and recommendations.
- Collaborate with various departments to identify digital adoption needs and propose solutions, ensuring alignment with business objectives.
- Mentor junior team members and provide guidance on best practices as applicable.
- Ensure WalkMe content quality by applying best practices to select elements using declarative and programming tools on platform.
- Create thorough notes and descriptions within WalkMe Editor on all necessary features, such as steps, engagements, and rules to provide WalkMe builders details on reasoning for how the solution was built.
- Perform quality assurance testing after content is published in the test and/or production platforms.
- Ensure the project management system is updated for all projects, deliverables, sub-task, change requests, and bugs by logging hours, updating data fields, and creating attached notes/files, as necessary.
- Build and report on insights through features such as tracked events, funnels, and features to provide user adoption metrics and user behavior learning.
- Complete and tend to WalkMe service tickets through the service console.
- Maintain CCM standard response rates to outstanding issues.
Benefits
- CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K.
- We also offer company-provided short-term disability, an employee assistance program, and a wellness program.
- CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
