Product Enablement Specialist - Cape Town at Impact

Your Role at Impact

• Impact.com is on the search for a Product Enablement Specialist to join our team and help improve our product's guided in-app experience. The Product Enablement Specialist will be responsible for analyzing user behavior to improve our in-app guidance solutions and help our users achieve their goals. If you are passionate about improving the user experience of products and are excited about the opportunity to work with a talented team of technical writers, product managers, UX/UI designers, and engineers, we encourage you to apply for this position.

This position reports into Associate Manager, Product Enablement. 

What You’ll Do

• Collaborate with the technical writers, product managers, UX/UI design team, and engineers to identify user needs and design effective in-app guidance solutions.
• Design, develop and maintain training strategies and programs for all audiences across the impact.com platform. This includes extensive guide monitoring, reporting, analyzing guide KPIs, fixing broken guides, and assisting with guide requests, creation, and strategy.
• Continuously improve in-app guidance solutions by analyzing user behavior and feedback, and by experimenting with new approaches and solutions.
• Monitor user feedback and usage data to measure the effectiveness of in-app guidance and identify opportunities for improvement.
• Run weekly, monthly quarterly reports to measure in-app guidance performance
• Design and create clear and concise in-app guidance that is easy to follow and visually appealing.
• Develop and implement in-app guidance solutions that are consistent with the overall product experience and that align with our product and business goals.
• Work closely with the product team to ensure that in-app guidance is up-to-date with the latest product features and updates.
• Communicate results and insights to the product team and other stakeholders to inform in-app guidance decision-making

What You Have

• Bachelor’s degree
• 1 - 2+ years of experience designing and implementing in-app guidance solutions for web applications.
• Strong analytical skills with the ability to use data to inform decision and measure effectiveness of in-app guidance solutions
• Excellent with Google Suite & Excel
• Experience with A/B testing and other user research methods.
• Experience with web analytics tools such as Pendo, Mixpanel, GA, etc.
• Experience with Jira and Confluence
• Excellent communication skills and ability to collaborate with cross-functional teams.
• Strong problem-solving skills and ability to think creatively to develop effective solutions.
• Passion for user experience and a user-centered design approach.
• Nice to have skills:
  • Customer Service: Someone who has experience in training, enablement, or customer service.
  • UX/UI design skills: It would be great if they have strong design skills and be able to create clear and concise in-app guidance that is easy to follow and visually appealing.
  • Technical skills: It would be great if they have some technical skills to be able to understand and communicate the product’s technical architecture and how in-app guides fit into it.