Digital Adoption & Experience Strategist

nemetschek

2d • $108,900 - $136,000 • Hybrid

About The Position

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe and improve the lives of design and construction professionals everywhere. The Digital Adoption & Experience Strategist designs and owns the intelligent, behavior-triggered layer of Bluebeam's post-purchase customer experience. This includes the digital systems and touchpoints through which customers learn to use, adopt, and deeply value Bluebeam products. This role combines advanced learning experience design, customer journey strategy, UX sensibility, and cross-functional organizational influence to create digital adoption experiences that drive measurable outcomes: higher activation, accelerated feature adoption, reduced churn, and genuine customer delight at scale in close partnership with Product, Design, Customer Success, and Support.

Requirements

• Advanced expertise with Pendo or an equivalent Digital Adoption Platform (DAP) — including guide design, segmentation, activation logic, analytics, and implementation strategy
• Email platform proficiency — working knowledge of behavior-triggered email systems; strategic contribution does not require platform administration but requires fluency in how the systems work
• Learning experience design — instructional design principles, learning science application, and UX design for learning contexts
• Figma or equivalent design tool — ability to design guide flows, interaction mockups, and implementation-ready specifications
• Analytics and reporting — proficiency with behavioral analytics, funnel analysis, and journey performance measurement
• Survey platform familiarity — working knowledge of in-app and email survey tools (Pendo, Qualtrics, Medallia, or equivalent)
• Familiarity with AI tools and emerging technology platforms- working knowledge of how AI can be applied to personalization and learning orchestration; applied experience preferred
• Visual design orientation
• 5+ years of experience in learning experience design with a strong UX focus, including designing and developing learning solutions across multiple modalities and channels; demonstrated ability to approach learning problems from a user-centered design perspective.
• 3+ years of hands-on, strategic experience with in-app guidance platforms (Pendo strongly preferred), including ownership of strategy, segmentation, content design, and performance measurement.
• 2+ years of experience contributing to or owning customer-facing communications programs — onboarding email series, lifecycle communications, or behavior- triggered messaging — with accountability for strategy, content direction, and outcomes.
• Demonstrated experience operating as a cross-functional influencer in a matrixed organization — aligning stakeholders across product, engineering, customer success, or marketing on shared customer experience programs without direct authority.
• Bachelor's Degree in Instructional Design, Learning Sciences, User Experience Design, Human-Computer Interaction, Communications, or a related field; or equivalent professional experience demonstrating the same depth of expertise

Nice To Haves

• Master's degree in Instructional Design, Learning Sciences, User Experience Design, or related field
• Experience in B2B SaaS post-purchase customer experience, customer success, or customer enablement environments
• Professional certification in UX (e.g., Nielsen Norman UX Certification, Interaction Design Foundation)
• Experience designing for global audiences with cultural considerations
• Experience with agile or iterative design methodologies applied to learning development
• Experience conducting user interviews, usability testing, or other UX research methodologies
• Familiarity with product design processes and cross-functional product development environments
• Pendo certification or equivalent Digital Adoption Platform certification
• Experience with NPS program strategy and customer sentiment analysis
• Familiarity with AI-assisted enablement platforms, conversational learning design, or agentic customer experience tools

Responsibilities

• Lead the end-to-end in-app learning experience strategy — including guide design, instructional microcopy, segmentation logic, and activation triggers delivered through Pendo and other digital adoption platforms — retaining lead strategic, content, and learning-design authority for these experiences, while partnering with Product Management, Design, and Engineering on technical configuration and UX guardrails.
• Architect and continuously optimize the customer onboarding digital experience — defining the journey framework, stage logic, touchpoint sequencing, and learning objectives that move customers from activation to confident, independent product use.
• Design and maintain the customer segmentation framework that drives personalization across all digital adoption touchpoints, translating behavioral data and product usage signals into tiered, stage-based learning delivery decisions.
• Serve as the strategic content lead for onboarding communications — defining journey strategy, behavioral trigger logic, and content direction in close collaboration with execution partners, ensuring all communications drive adoption rather than product awareness.
• Contribute journey-informed strategy to Customer Delight surveying programs — including in-app surveys, NPS, and CSAT — ensuring survey timing and content align with key adoption moments and do not create friction in the customer learning journey.
• Lead cross-functional stakeholder alignment across Product, Customer Success, Support, and Marketing, serving as the primary expert and advocate for digital onboarding and in-app learning experience strategy in cross-functional forums, co-defining solutions and shared KPIs.
• Define and own the performance metrics framework for the digital adoption experience — including guide engagement, activation rates, feature adoption signals, and retention indicators — and translate program outcomes into business impact reporting for leadership.

Benefits

• Competitive compensation and benefits package
• Fully vested 401K right from the day you start
• Generous PTO, including sick/mental health & volunteer days
• Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
• Free & unlimited access to LinkedIn Learning
• Up to $5K annual education reimbursement (after 1 year tenure)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior