OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

At OneTrust, we empower customers to fully realize the value of our platform by providing guidance without requiring 1:1 interactions, allowing our teams to focus on high-value engagements. We are seeking an experienced Senior Digital Customer Experience Consultant to help our Customer Experience team scale their impact by identifying, creating, and managing digital content that enables customers to achieve their goals.

Your Mission

This position demands an energetic, organized, and self-motivated individual with high emotional intelligence. Your job is to identify, source, create, deliver, and improve digital customer enablement content, helping our customers and unlocking our Customer Experience team to focus on higher-value conversations. Your responsibilities will encompass the following key areas:

• Support Customer Experience Digital Content Strategy: Translate our customer and business needs into a content strategy to ensure we identify, create, and distribute valuable, relevant, and consistent content, including collaboration with customer-facing teams and other content creation teams.
• Source Knowledge: Collaborate with Customer Experience team Subject Matter Experts (SMEs) to identify and extract knowledge to be turned into assets.
• Refresh and Create Scaled CX Customer Enablement Content: Convert knowledge into actionable content assets (not limited to but including web pages, written articles, and video scripts).
• Drive Use and Improvement of Content: Partner with platform, customer-facing, and scaled operations teams to ensure content is utilized and improved upon.
• Evergreen Content: Complete content experience reviews to ensure useful, consistent, and accurate assets.
• Process Improvement: Continuously innovate and enhance the customer experience and our internal processes by staying up to date with new content management approaches, digital technologies, and content creation tools.
• Stakeholder Engagement: Ensure key stakeholders are engaged and communicated with regularly to be kept informed, and risks/blockers to successful delivery are flagged and mitigated.
• Leadership: Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community.

You Are

• An excellent communicator and influencer.
• Experienced in working in a delivery environment of multi-disciplined projects delivering to FTSE 100/Fortune 500 companies.
• Skilled in planning, research, estimating, and writing, with good creative and visual skills using PPT and ‘next-gen’ communications tools.
• Skilled in managing senior customer and internal stakeholders, up to the C-suite level, in complex environments.
• Highly analytical and able to extract business insights from analysis.
• Equipped with strong entrepreneurial skills to excel in a complex and rapidly evolving environment—comfortable with change and able to adapt to achieve outcomes.
• Driven and determined to coach and develop others, sharing your knowledge and experience to support the growth of the business.
• Knowledgeable of the Customer Success, consulting/professional services, and support industry.
• Able to manage competing requirements and needs across global teams and arrive at innovative/compromise solutions delivering value to all stakeholders.

Your Experience Includes

• Bachelor’s degree or equivalent.
• 5+ years of relevant experience in professional services, software development, solution engineering, technical consulting; with expertise in rolling out new technology and solution initiatives.
• Experience working on business transformation and change projects/initiatives.
• Excellent verbal and written communication skills, including effective customer-facing communication skills.
• Ability to work closely with internal stakeholders to help them understand and articulate their issues and requirements and tailor solutions accordingly to deliver positive outcomes that add value.
• Strong negotiation and problem-solving skills that are applied practically to get satisfactory solutions when there are competing demands.
• Experience within the Technology/SaaS industry preferred.

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  

The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins toFinish Stronger.  

We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.

• Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.  
• Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.

Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.