Digital Journey Leader

Job description

We are seeking an experienced, organized, proactive, and customer-centric Digital Journey Leader for a pivotal role within Oracle Health Customer Success. The Digital Journey Leader will define and execute the external customer digital journey communications strategy required to support a more proactive, scalable, and digitally enabled engagement model across Oracle Health. As Oracle Health expands Gen 2 products, AI Agents, and Success Navigator, customers need timely, clear, and value-oriented communications that guide them through onboarding, adoption, value realization, QBRs, renewals, executive engagement, and key lifecycle moments.

This leader will define how, when, and what Oracle Health communicates to customers, ensuring messaging is aligned to product innovation, customer outcomes, and Customer Success priorities. This leader will build the structured communication journeys, content standards, governance routines, segmentation logic, and measurement framework needed to deliver consistent customer experiences at scale. The role will partner across Customer Success Managers, Product, Marketing, Business Operations, Client Insights, Sales/GTM, and Consulting/Implementation teams to align messaging, reduce customer confusion, accelerate adoption, and reinforce value realization.

While this role will create internal guidance, templates, and field-ready messaging support for CSMs, its primary focus is external customer experience. The Digital Journey Leader will develop standardized customer-facing assets such as welcome communications, executive onboarding messages, Success Navigator adoption content, Gen 2 product value communications, QBR narratives, lifecycle touchpoints, release and adoption communications, escalation messaging, and critical event communications.

A data-driven approach to digital communications, adoption, and lifecycle performance is essential. The successful candidate will use customer behavior, product adoption signals, feedback, segmentation, Success Navigator engagement, AI Agent usage, and lifecycle metrics to optimize communications, identify friction points, improve customer engagement, and demonstrate measurable business impact.

External Digital Journey Communications

• Own the strategy and execution of customer-facing digital communication journeys across onboarding, adoption, value realization, renewals, expansion, and executive engagement, with messaging aligned to Gen 2 product experiences and Oracle Health Customer Success priorities.

Success Navigator Expansion

• Develop customer-facing messaging, content, templates, and communication pathways that support broader adoption of Success Navigator and help customers understand available guidance, next steps, and value realization opportunities.

Gen 2 Product and AI Agent Communications

• Create targeted communications that build awareness, articulate value, and drive adoption of next-generation Oracle Health solutions, including AI-powered Agents and other innovation roadmap priorities.

Customer Engagement Assets

• Standardize customer-facing templates, executive-ready messages, QBR narratives, welcome communications, onboarding touchpoints, product education assets, and lifecycle communication packages that enable a consistent customer experience.

Critical Customer Communications

• Coordinate clear, timely, and customer-ready messaging for outages, escalations, high-impact events, release impacts, and sensitive lifecycle moments in partnership with Communications, Technology, Product, and Customer Success leadership.

Journey Performance, Insights, and Optimization

• Establish metrics and feedback loops to monitor engagement, adoption, usage, customer sentiment, lifecycle progression, and communication effectiveness, then use insights to improve journey design and message quality.

Cross-Functional Alignment and Governance

• Partner across Customer Success, Communications, Digital Journeys, Product, Marketing, Operations, Sales/GTM, Technology, and Consulting/Implementation to align external messaging, manage priorities, and ensure communications are accurate, timely, and scalable.

Key Responsibilities

• Define and execute the external digital journey communications strategy for Oracle Health Customer Success across onboarding, implementation, adoption, value realization, QBRs, renewals, expansion, executive engagement, and critical customer moments.
• Own the roadmap for customer-facing digital journey communications, including journey maps, communication calendars, message triggers, audience 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 expansion objectives into proactive customer-ready communications.
• Design and launch scalable customer communication journeys that deliver the right message to the right customer at the right time through appropriate channels, assets, and CSM engagement points.
• Partner with Communications, Product, Marketing, Client Insights, Business Operations, Sales/GTM, and Customer Success leadership to align external messaging with customer outcomes, product releases, adoption priorities, and enterprise communications standards.
• Develop customer-facing messaging for Gen 2 products and AI Agents that explains value, use cases, adoption paths, next steps, and expected outcomes in clear and actionable language.
• Create Success Navigator communication packages that support broader adoption and value realization, including welcome messaging, launch communications, lifecycle nudges, executive updates, and customer education touchpoints.
• Establish standardized customer engagement assets, including welcome communications, executive onboarding templates, QBR narratives, adoption emails, product education messages, renewal-support messaging, escalation communications, and expansion-support assets.
• Coordinate critical customer communications for outages, escalations, high-impact events, service disruptions, release impacts, and other sensitive moments in partnership with Communications, Product, Technology, and Customer Success leaders.
• Maintain a digital journey communications calendar that integrates product releases, roadmap themes, Success Navigator milestones, adoption campaigns, QBR cycles, renewal windows, and executive engagement touchpoints.
• Build governance routines to ensure communications are accurate, brand-aligned, customer-centric, compliant, timely, and approved by the right stakeholders before distribution.
• Use customer lifecycle data, product adoption signals, AI Agent usage, Success Navigator engagement, customer feedback, sentiment, and engagement metrics to identify journey gaps and optimize communication strategy.
• Define KPIs and reporting views for digital journey communications, including message engagement, adoption lift, customer feedback, lifecycle progression, Success Navigator usage, AI Agent utilization, renewal influence, and customer experience impact.
• Partner with CSM leaders, first-line managers and CSM Enablement to equip field teams with customer-ready messages, talk tracks, templates, and guidance that reinforce digital journeys during live customer interactions.
• Develop change-management and enablement plans that help CSMs understand new customer journeys, when to use specific assets, and how to reinforce automated or digital communications with human engagement.
• Prepare executive-level presentations, journey performance updates, digital communications roadmaps, decision documents, and business reviews that clearly explain strategy, progress, risks, decisions needed, and business impact.
• Manage multiple digital journey projects from intake through launch, ensuring delivery on 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 across Oracle Health.

Responsibilities

Qualifications and Skills

6+ years of experience in Digital Customer Journey/Experience, Customer Communications, Lifecycle Marketing, Customer Success, Content Strategy, Product Communications, or related roles, ideally within Healthcare, SaaS, or enterprise technology sectors. 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; able to create compelling customer-facing content, internal guidance, executive updates, QBR materials, and field-ready talk tracks. Strong analytical skills, including the ability to interpret customer engagement, usage, adoption, lifecycle, and sentiment data to identify friction points 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 teams. 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 with high attention to detail, judgment, and the ability to balance message 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. Experience with healthcare, regulated industries, AI-enabled products, or enterprise customer communications preferred. Proficiency with PowerPoint, collaboration tools, CRM/CLM systems, analytics dashboards, communications tools, and digital journey or marketing automation platforms preferred.

About the business The Customer Success Management organization is intended to be a catalyst for maximizing the value of Oracle Health solutions. Success managers help unlock the full potential of Oracle Health by focusing on business outcomes across customers, products, consulting/implementation, and go-to-market execution. CUSTOMER SUCCESS We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving NPS, customer lifetime value, net dollar retention, contract base growth, renewals, and referenceable customers.

PRODUCT SUCCESS We demonstrate the art of the possible across Oracle Health offerings, driving adoption and ensuring alignment among customer processes, data, and products. CONSULTING/IMPLEMENTOR SUCCESS We work with consulting and implementation teams to ensure delivery and go-live success becomes the gateway to long-term customer success. GTM SUCCESS We are the catalyst for advancing ONE Oracle, ensuring customer success from pre-sales through Day 2 operations.

Oracle Health Customer Success amplifies customer trust, conversions, renewals, and growth through a solution and time-to-value focus.

Qualifications

Disclaimer

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from: $90,100 to $209,500 per annum. May be eligible for bonus and equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care

Flexible Spending Accounts

• Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8.

Paid time off

Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week.

Employees working fewer than 20 hours per week are not eligible for vacation. 9. 11 paid holidays 10.

Paid sick leave

72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4