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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.

Core Focus Areas:

- 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, temp...

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