Digital Journey Leader

Oracle•United States,

7d•$90,100 - $209,500

About The Position

Oracle Health Customer Success is seeking a customer-centric Digital Journey Leader to define and execute the external customer digital journey communications strategy. The role will shape how, when, and what Oracle Health communicates to customers throughout onboarding, adoption, value realization, QBRs, renewals, expansion, executive engagement, and other key lifecycle moments. Communications should be proactive, clear, value-oriented, and aligned with product innovation and Customer Success priorities, including Gen 2 products, AI Agents, and Success Navigator. The leader will establish scalable customer communication journeys, journey maps, calendars, audience segmentation, message triggers, content standards, templates, governance routines, and measurement frameworks. Customer-facing assets include welcome and executive onboarding communications, Success Navigator adoption content, Gen 2 product value communications, QBR narratives, product education, lifecycle touchpoints, release and adoption communications, escalation messaging, and critical-event communications. The role will coordinate customer-ready messaging for outages, service disruptions, release impacts, escalations, and other sensitive situations. The position uses customer behavior, product adoption and usage signals, Success Navigator engagement, AI Agent usage, feedback, sentiment, and lifecycle metrics to identify friction, optimize communications, and measure business impact. It partners across Customer Success, Communications, Product, Marketing, Client Insights, Business Operations, Sales/GTM, Technology, and Consulting/Implementation. It also provides internal guidance and field-ready materials to help CSMs reinforce digital journeys, while keeping the primary focus on the external customer experience. Oracle Health Customer Success aims to maximize the value of Oracle Health solutions and drive customer outcomes across customer, product, consulting/implementation, and go-to-market activities. Oracle states that its U.S. benefits package includes medical, dental, and vision insurance; disability and life insurance; flexible spending accounts; commuter and parking benefits; a 401(k) plan with company match; paid time off, holidays, and sick leave; paid parental leave; adoption assistance; an Employee Stock Purchase Plan; financial planning and group legal benefits; and voluntary insurance benefits. The role may be eligible for bonus and equity.

Requirements

At least 6 years of experience in Digital Customer Journey/Experience, Customer Communications, Lifecycle Marketing, Customer Success, Content Strategy, Product Communications, or a related role.
Bachelor's degree in Marketing, Communications, Business, Customer Experience, Healthcare Administration, or a related field.
Demonstrated success designing and scaling customer-facing lifecycle communications, digital journeys, customer engagement programs, product adoption campaigns, or one-to-many Customer Success motions.
Strong understanding of Customer Success lifecycle motions, including onboarding, adoption, value realization, QBRs, renewals, escalations, executive engagement, expansion, and retention.
Experience translating complex product, roadmap, technical, operational, or supportability information into clear customer-ready messaging and value narratives.
Experience supporting digital adoption, customer lifecycle, customer marketing, digital CX, CRM, Customer Success platforms, marketing automation, journey orchestration, or communications management tools.
Excellent writing, storytelling, messaging, and executive communication skills, including creating customer-facing content, internal guidance, executive updates, QBR materials, and field-ready talk tracks.
Strong analytical skills and ability to interpret customer engagement, usage, adoption, lifecycle, and sentiment data to identify friction and improve digital journeys.
Experience building communication governance, content standards, editorial calendars, approval workflows, templates, customer segmentation, and measurement frameworks.
Proven ability to lead cross-functional initiatives and influence without direct authority across Customer Success, Communications, Product, Marketing, Technology, Operations, Sales/GTM, and Consulting/Implementation.
Strong change-management and field-adoption skills, including training, guidance, feedback loops, stakeholder readiness, and reinforcement with frontline managers.
Customer-centric and outcome-oriented mindset, high attention to detail, sound judgment, and ability to balance clarity, speed, accuracy, brand consistency, and compliance.
Ability to manage multiple complex projects, deadlines, stakeholders, and communication channels in a fast-paced, matrixed, global environment.
Proficiency with PowerPoint, collaboration tools, CRM/CLM systems, analytics dashboards, communications tools, and digital journey or marketing automation platforms.

Nice To Haves

Experience in Healthcare, SaaS, or enterprise technology sectors.
Experience with healthcare, regulated industries, AI-enabled products, or enterprise customer communications.
Proficiency with PowerPoint, collaboration tools, CRM/CLM systems, analytics dashboards, communications tools, and digital journey or marketing automation platforms.

Responsibilities

Define and execute the external digital journey communications strategy across onboarding, implementation, adoption, value realization, QBRs, renewals, expansion, executive engagement, and critical customer moments.
Own the customer-facing digital journey communications roadmap, including journey maps, calendars, triggers, segmentation, templates, content standards, governance, and success measures.
Translate Customer Success priorities, product innovation, Gen 2 roadmap themes, AI Agent adoption opportunities, and Success Navigator objectives into proactive customer-ready communications.
Design and launch scalable customer communication journeys using appropriate channels, assets, and CSM engagement points.
Partner with Communications, Product, Marketing, Client Insights, Business Operations, Sales/GTM, Customer Success leadership, Technology, and Consulting/Implementation to align external messaging.
Develop customer-facing messaging for Gen 2 products and AI Agents that explains value, use cases, adoption paths, next steps, and expected outcomes.
Create Success Navigator communication packages, including welcome and launch messaging, lifecycle nudges, executive updates, and customer education touchpoints.
Standardize customer engagement assets, including welcome communications, executive onboarding templates, QBR narratives, adoption emails, product education, renewal support, escalation communications, and expansion support.
Coordinate customer communications for outages, escalations, high-impact events, service disruptions, release impacts, and other sensitive moments.
Maintain a communications calendar integrating product releases, roadmap themes, Success Navigator milestones, adoption campaigns, QBR cycles, renewal windows, and executive touchpoints.
Build governance routines to ensure communications are accurate, brand-aligned, customer-centric, compliant, timely, and appropriately approved.
Use lifecycle data, product adoption signals, AI Agent usage, Success Navigator engagement, customer feedback, sentiment, and engagement metrics to identify journey gaps and optimize communications.
Define KPIs and reporting views for message engagement, adoption lift, customer feedback, lifecycle progression, Success Navigator usage, AI Agent utilization, renewal influence, and customer experience impact.
Equip field teams with customer-ready messages, talk tracks, templates, and guidance, partnering with CSM leaders, first-line managers, and CSM Enablement.
Develop change-management and enablement plans so CSMs understand new journeys, how to use assets, and how to reinforce digital communications through human engagement.
Prepare executive presentations, performance updates, roadmaps, decision documents, and business reviews describing strategy, progress, risks, decisions, and business impact.
Manage multiple digital journey projects from intake through launch, ensuring scope, timing, quality, stakeholder alignment, and measurable adoption outcomes.
Contribute to continuous improvement of customer communications, digital engagement, journey orchestration, content governance, and Customer Success methodologies.

Benefits

Medical, dental, and vision insurance, including expert medical opinion.
Short-term and long-term disability insurance.
Life insurance and AD&D; supplemental life insurance for employees and eligible family members.
Health care and dependent care Flexible Spending Accounts.
Pre-tax commuter and parking benefits.
401(k) Savings and Investment Plan with company match.
Paid time off, with flexible vacation for eligible salaried positions and accrued vacation for other eligible employees.
11 paid holidays.
Paid sick leave.
Paid parental leave.
Adoption assistance.
Employee Stock Purchase Plan.
Financial planning and group legal benefits.
Voluntary auto, homeowner, and pet insurance benefits.
Role may be eligible for bonus and equity.
Flexible medical, life insurance, and retirement options.
Employee volunteer programs.