Senior Specialist - Digital Support (For Contingent Workers)

Details

This role is part of the Digital Partner Content team within the Digital Partner Ecosystem (DPE) department. DPE focuses on digitally managing Booking.com's global accommodation partner base and empowering partners to operationally run their businesses and discover commercial growth opportunities.

Positioned at the intersection of content, technology, and partner advocacy, this role supports the transition of digital support from a reactive safety net to a proactive, friction-free experience. Working closely with the Lead for Digital Support Strategy, the role turns partner friction points into scalable self-service solutions across key touchpoints.

Responsibilities

• Data analysis: Use web, search, and survey analytics to derive actionable insights that refine digital support touchpoints.
• Content strategy: Provide strategic direction and data-driven briefs to content managers and writers on the help content that needs to be created, updated, or restructured to enable partners to complete tasks and resolve issues independently.
• Support AI: Partner with Platform Experience and Content Experience to analyze interaction data and partner feedback loops, continuously optimizing virtual support agent response quality and knowledge inputs.
• Proactive personalization campaigns: Plan, build, and execute targeted web banner use cases on Partner Hub and triggered email journeys via Salesforce Marketing Cloud. Deliver context-aware, proactive advice to partners at critical moments to prevent operational friction before it becomes an inbound support request.
• In-product measurement and metrics: Assist in testing, validating, and embedding in-product measurement frameworks for critical partner user journeys (CUJOs). Evaluate partner self-help findability, effort, and task completion rates to inform ongoing strategic priorities.
• Experimentation: Formulate data-backed hypotheses, set up minimum viable products (MVPs), and run A/B test experiments to evaluate content effectiveness and personalized channel performance.
• Cross-functional project management: Independently manage project backlogs, timelines, and deliverables for assigned initiatives. Serve as the operational link across multidisciplinary teams to ensure seamless project execution.

Requirements

• 3 to 5 years of experience in digital self-service, content strategy, or marketing technology project management within a multinational environment.
• Direct experience within customer service ecosystems, particularly digital support channels, help centers, or knowledge bases, is strongly preferred.
• Deep understanding of how digital content drives user action, task completion, and findability.
• Proven ability to audit content ecosystems, translate data into actionable briefs, and direct content writers effectively. Hands-on copywriting is not required, but content literacy and directional clarity are essential.
• Practical experience using generative AI technologies and a clear understanding of how large language models consume information, including retrieval-augmented generation (RAG) frameworks.
• Ability to leverage continuous feedback loops to evaluate and improve generative-AI-powered output from conversational interfaces.
• Demonstrated ability to draw actionable insights from qualitative feedback and analytics using tools such as Google Analytics, Tableau, Qualtrics, and Snowflake, or equivalent platforms.
• Hands-on experience or fast adaptability with enterprise marketing technology stacks such as Salesforce Marketing Cloud and Data Cloud; digital behavioral tools such as Mouseflow; and AI productivity tools such as Gemini and Glean.
• Practical experience setting up MVPs, building hypotheses, and running A/B tests to optimize digital experiences.
• Strong project management skills to drive initiatives independently in complex environments.
• Excellent written and verbal stakeholder communication skills.

Success Criteria

• Establish strong alignment with content managers and writers through clear, data-driven briefs that guide the creation and optimization of task-enabling help content.
• Collaborate effectively with Platform Experience and Content Experience to enhance knowledge-base inputs and improve virtual agent response quality.
• Coordinate cross-functional teams to plan, test, and deploy targeted web and email campaigns that address partner friction points early.
• Collaborate with platform and analytics teams to test and validate in-product measurement frameworks, translating data into actionable project priorities.
• Execute project milestones and experiments independently, on time, and with clear data-driven results while maintaining strong stakeholder alignment and communication.