Senior Digital Product Specialist

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

The Customer Marketing team builds effortless member experiences that help educate and support our members. We are a creative group and also masters of data-based decision-making. As a Senior Digital Product Specialist, you’ll report to the Director of Customer Marketing and focus on the loyalty and retention of our nearly one million pet owners. We're looking for someone who has a bias for action and masterful organization skills.

A day in the life: As a member of the Customer Marketing team, you’ll have the opportunity to make an immediate impact on the rapid growth of our company by keeping content and UX/UI design standards current across digital platforms. As a product specialist, you will be involved with the full digital content release lifecycle, from content planning to publishing workflow and performance analysis. This role will facilitate efficient operation and content management for customer marketing digital platforms, including the Member Portal (members.trupanion.com) and mobile app.

The ideal candidate is someone who has knowledge of digital platforms, specifically with a technical understanding of websites, CMS management, and is passionate about user experience. You thrive in a fast-paced environment, provide transparent lines of communication, and can articulate opportunities for action from operational insights and reports. You must be a detail-oriented individual who can problem solve and adapt quickly. You will support content development of our digital platforms and then analyze data to evaluate success.

This position is only open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule that requires you to work from our casual, pet-friendly office 3 days a week.

Key Responsibilities:

• Update and maintain website content for member-facing digital platforms in 3+ languages through Sitefinity CMS and app workflows
• Manage CMS migration and feature improvements in partnership with agency
• Facilitate content updates to support member content strategy, policy changes, business partnerships, and language support across member-facing digital platforms
• Oversee continuing website sustainment and optimization projects and work closely with stakeholders on UI/UX for member portal and app
• Oversee digital member journey, paying close attention to UX copy, information architecture, imagery and copy consistency, and compliance and legal requirements
• Partner with customer insights team to conduct ongoing analysis of website content performance and report on results
• Run member experience team content backlog, manage cross-functional dependencies, work prioritization, assignment, and tracking
• Manage QA testing before each web content release. Support development teams with UAT (user acceptance testing).
• Actively engage business and technical partners on production status through superb communication, project plans/timelines, content requirements and success criteria, and status reports

Experience:

• Minimum 4 years of digital project management experience or experience managing multiple marketing priorities dependent on technical systems
• Experience using project management software such as JIRA; Asana preferred
• Experience editing and publishing within a website CMS. Sitefinity experience preferred.
• Experience with GA4 a plus
• Experience with localization and multilingual communications a plus

Skills, Knowledge & Abilities:

• Action-oriented with a keen attention to detail and exceptional organizational skills
• Effectively support multiple projects at once and know how to prioritize against resourcing, business goals, and member needs
• Willingness to learn software/tools/methodologies including project management software, backend systems integration, marketing automation platforms, and CMS tools
• Experience fostering a positive and productive work environment and building strong rapport with colleagues
• Develop deep knowledge of our members and their needs
• Advocate for delivering an exceptional member experience
• Communicate well with various partners across the company, including Technology, Legal, and Creative
• Adapt and thrive in a fast-paced, high-growth, ever-evolving environment
• Use data to make decisions and drive performance
• Use experience to drive innovation
• HTML and CSS

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