Digital Customer Experience Lead

Freelance | Remote | approximately 12–15 hours per week across 3–4 days Help our customers get the greatest possible value from what they’ve bought. Are you confident in Kajabi and could set up a new product with ease (and minimal input) tomorrow? Are you someone who is energised by following through? You get things done on time, to a high standard, without being chased? You genuinely care whether members get value from what they've bought, and how to make an experience better? yes... keep reading! Our company. supports healthcare professionals and organisations to reduce burnout and work more sustainably. We are looking for a hands-on, highly organised Digital Customer Experience Lead to own the experience of our digital customers after they buy our core products. Your job is to help customers get started, stay engaged and achieve meaningful results. By doing that well, you’ll help more customers renew, progress to other relevant products and build a longer-term relationship with us. Your three priorities 1. Deliver a brilliant digital customer experience Make our digital products work beautifully: smooth onboarding, accurate product communications, well-run live sessions, clear navigation and reliable systems. 2. Keep customers engaged and getting results Help customers use what they’ve bought, attend relevant sessions and keep progressing. Use engagement data and customer feedback to spot where people get stuck and make practical improvements. 3. Improve retention and customer lifetime value Reduce avoidable churn, support renewals and help appropriate customers progress from Beat Stress & Thrive into Shapes Academy (or other digital products that are right for them). What you’ll be doing Maintain and improve our core digital products in Kajabi, including onboarding, navigation, automations, events and member communications. Own onboarding and nurture journeys for Shapes Academy, Permission to Thrive, Work Well Programme and Beat Stress & Thrive. Manage product communications, engagement emails, live-session reminders and renewal communications. Monitor engagement, attendance, cancellations and renewals; identify patterns and implement agreed improvements. Run practical customer feedback and insight activity to understand what is working and where customers need more support. Support post-sale implementation and adoption when organisations purchase our digital products in bulk. Use AI as a normal working tool to improve efficiency, analyse information and strengthen customer communications. What success looks like Customers get started and engage with what they’ve bought. Customers report meaningful value and outcomes. Retention and renewal improve. More appropriate customers progress to other products. Customer communications and digital-product delivery are accurate, timely and reliable. What you’ll bring Strong hands-on Kajabi experience, including products, offers, automations and events. Experience in lifecycle, retention, customer engagement, membership, subscription or online learning. Excellent organisation, follow-through and attention to detail. Confidence using customer and commercial data to make practical decisions. The ability to write clear, warm and effective customer communications in an established brand voice. A proactive, implementation-focused approach: you enjoy making things work, not just recommending what others should do. Confidence using AI and digital tools to work efficiently. Practical details Contract: Freelance retainer Hours: Approximately 12–15 hours per week, worked consistently across 3–4 days Location: Remote Reports to: CEO Retainer: Up to £1,200 per month, depending on agreed hours and experience Your first major project will be setting up the new Academy in Kajabi and supporting the successful migration and retention of existing members.