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Location: Boston, MA – hybrid 4 days onsite
Position Summary
The Digital Client Experience and Portal Operations supports the day‑to‑day execution and quality of the client’s digital client and online platforms. This role helps ensure that client‑facing digital experiences-such as portals, online content, and digital reporting-are accurate, intuitive, timely, and aligned with business and compliance standards.
Key Responsibilities
Digital Platform & Content Support
- Assist with day‑to‑day support of client‑facing digital platform, including portals and online tools, helping ensure content accuracy, accessibility, and consistency.
- Support UAT on feature enhancements.
- Perform routine quality checks to validate links, layouts, data displays, and document versions prior to release.
User & Access Support
- Assist with user onboarding and offboarding processes, including access requests and permission updates, under established controls and procedures.
- Triage basic user issues or questions and coordinate with senior team members or technology partners for resolution as needed.
Experience & UX Support
- Support ongoing improvements to the digital user experience by helping document issues, gathering feedback, and validating updates or enhancements.
- Assist with reviewing basic UX elements such as navigation, page structure, and content organization to ensure a clear and intuitive experience.
Analytics & Reporting
- Help compile basic usage metrics and reports (e.g., engagement trends, adoption indicators) to support internal reporting and decision‑making.
- Assist in maintaining dashboards or trackers used by the Digital Client Experience team.
Process & Documentation
- Assist in maintaining process documentation, checklists, and standards related to digital platform operations and content delivery.
- Support change management efforts by helping prepare release notes, or internal materials.
Qualifications
Required
- Bachelor’s degree or equivalent practical experience.
- 4+ years of experience in a digital, operations, client service, or technology‑enabled role
- Strong attention to detail and organizational skills.
- Comfort working with digital platforms, online tools, and structured content.
- Clear written and verbal communication skills.
Preferred
- Exposure to client portals, websites, SaaS platforms, or content management systems.
- Basic familiarity with UX concepts or digital best practices.
- Experience working in a regulated or client‑focused environment (financial services a plus, but not required).
- Interest in digital transformation, client experience, or technology‑enabled service delivery
Key Attributes for Success
- Detail‑oriented with a strong sense of ownership over work quality
- Curious and eager to learn digital platforms and processes
- Comfortable working cross‑functionally in a team‑based environment
- Service‑oriented mindset with an interest in improving client experiences
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