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Job content

The Forum has a history of providing digital collaboration platforms, knowledge and data tools, and digital events for our constituents. For our next stage of growth, we have developed and are evolving Uplink (https://uplink.weforum.org), an open digital platform to foster mass participation from entrepreneurs, community groups and other interested parties or individuals to meet the UN’s Sustainable Development Goals.

We are looking for a smart, energetic and strong communicator to join the UpLink team, part of the Technology and Digital Innovation Department and to support the growth and future development of UpLink. They will develop multiple change management and communication activities for both internal and external users. They will also work with our Product Management team to help us bring digital products and features from conception to launch and beyond.

The position is a combination of a Customer Support and Product Marketing specialist. Reflecting this, the Digital Engagement Specialist will be responsible for contributing to the support and user adoption of UpLink alongside the other Forum digital platforms.

The Digital Engagement Specialist will work to drive change management activities through communication, training, eLearning content and support on the core digital platform. They will liaise with Product Managers to report issues and user experience feedback.

Reporting Lines & Interactions

The Digital Engagement Specialist will report into the UpLink team and will interact with the Product Management, Digital Engagement and Engineering teams as well as the Forum staff at large, our constituents and the public using UpLink and other Forum digital platforms

Breakdown of main responsibilities

  • 25% User support & system administration
  • 25% Product development support including user feedback gathering of existing development and acceptance testing (UAT) of future development.
  • 20% Platform content support including moderation of user generated content
  • 30% Change management activities, documentation and internal communication

The successful candidate will be assessed on

  • Building a digital-first culture and participate in change management efforts through narratives and powerful presentations.
  • Giving product demonstrations and webinars for internal and external audiences
  • Clearly explaining the benefits of our digital products and translate them into customer-facing messaging
  • Implementing change management plans by providing training to individuals and groups of users on key applications, either face-to-face or remotely using tutorials, online embedded guided tours, FAQs, decks, etc.
  • Sharing support issues, user feedback and ideas with product managers to improve digital products
  • Designing and developing instructional and responsive learning content

Preferred Requirements and Experience

  • University level education in business administration or related field within technology, communication and digital media
  • 3-5 years of relevant industry experience in digital customer support, training, change management or product marketing management for consumer-facing digital products
  • Additional industry experience in one of the following is desirable: CRM, customer experience, web/customer analytics or similar
  • Customer Service-oriented with an enthusiasm for genuinely improving how businesses serve and engage with people
  • Competencies in Designing for Interaction and Facilitation for Impact
  • A solid understanding of business processes and technical infrastructure
  • Salesforce.com experience - preferably prior experience supporting a Salesforce implementation, at a minimum end-user experience of Sa
  • Office 365 experience would be an advantage, along with familiarity with JIRA or similar issue-tracking software
  • Strong Interest in technology and innovation
  • Fluency in English, with excellent written, digital and verbal communication skills

Why work at the Forum:

The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!

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Deadline: 04-05-2024

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