Digital Touch Experience & Insights Lead

Location: BELFAST ARNOTT HOUSE, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Title: Digital Touch Experience & Insights Lead
Location: Belfast, Northern Ireland
 

This position is fixed-term and covers a 12-month maternity leave period.

Applicants must have a valid work permit in the UK.

Job Summary:
As part of Thales Cyber Security Product’s Customer Success organization, the Digital Touch Experience & Insights Lead will support the continued execution and evolution of our global digital engagement strategy for a duration of 12 months.
This senior role combines strategic coordination, operational delivery, and cross-functional collaboration. The role will guide the global Digital Touch team while advancing the use of Pendo and other platforms to enhance customer onboarding and engagement.
You will work closely with Product Management, UX Design, and Customer Intelligence teams to design, deliver, and refine data-informed in-app journeys that accelerate product adoption and improve the customer experience.
  
Key Responsibilities:
• Team Leadership and Coordination
- Provide direction and alignment for three regional Digital Touch Program Managers, ensuring consistent execution and collaboration.
- Partner with the interim manager to maintain team performance, communication, and progress on global priorities.
- Represent Digital Touch in cross-functional discussions with Product, Marketing, and Customer Success Operations.
  
• Digital Experience Design (Pendo)
- Design, build, and optimize in-app onboarding and engagement journeys within Pendo across our app sec and data sec portfolio.
- Collaborate with Product Management and UX teams to create seamless, user-friendly experiences that drive customer adoption.
- Develop supporting digital content such as walkthroughs, videos, and in-app communications.
- Interpret behavioural data to identify challenges and continuously enhance the customer journey.
  
• Data, Insights, and Integration
Work with our Customer Intelligence team to embed insights into journey design and engagement strategies.
- Support the integration of Pendo data into Planhat, improving visibility into customer usage and health indicators.
- Apply analytical and creative problem-solving to identify areas for improvement and optimize engagement programs.
  
• Innovation and Optimization
- Lead the transition from email-only engagement toward a balanced model combining email and in-app experiences.
- Identify opportunities to automate, personalize, and scale digital touch initiatives.
- Share best practices and foster collaboration across global teams to enhance program maturity.
  
Skills and Experience Required
• Experience
- Strong background in Digital Customer Success, Customer Experience, or Product Adoption roles.
- Proven experience implementing or optimizing digital adoption and analytics platforms such as Pendo.
- Familiarity with Customer Success tools such as Planhat
- Experience in SaaS or cybersecurity environments is a plus.
  
• Skills and Competencies
- Analytical and data-driven, able to translate insights into clear and actionable outcomes.
- Creative and solution-oriented mindset, using data and insights to improve digital experiences.
- Strong communication and collaboration skills across Product, UX, and Data teams.
 

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In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

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