Customer Enablement Specialist

• →Own the strategy and frontend experience of the RSA Community
• →Design Community structure, navigation, and content surfacing for optimal customer engagement
• →Continuously evolve Community as the primary customer-facing enablement experience
• →Lead digital enablement innovation, including Community-led and AI-powered enablement initiatives

• Own reporting and analytics for Community and customer enablement performance
• Analyze customer behavior across Community, LMS, and self-service experiences (GA4, community analytics, BI tools)
• Translate insights into actionable improvements that drive engagement, adoption, and satisfaction
• Build and maintain dashboards measuring impact across the customer enablement journey

• Partner with the Education Services team (Program Manager, Training Administrators, Instructional Designers) to connect Community with training programs, LMS, and content
• Ensure Customer Education programs are surfaced and amplified through Community
• Drive integration between training experiences and Community engagement

• Partner with the Customer Success organization to embed Community and enablement into the customer success motion
• Partner with the Support organization to embed Community and enablement into the customer support experience, including KB integration into the Community
• Provide insights and adoption signals to CSM and Support teams
• Act as the connective tissue between Education, Community, Customer Success, and Support

Education & Experience:

• 5+ years of experience in customer community, customer enablement, customer education, customer success, or digital learning in a SaaS or technology environment
• Bachelor's degree or demonstrated equivalent experience
• Experience working with or driving customer communities, self-service experiences, or digital enablement platforms
• Strong analytical skills with experience interpreting customer behavior and engagement data (Google Analytics, Salesforce Cloud Experience, LMS analytics, or BI tools)
• Excellent written and verbal communication skills in English
• Strong cross-functional collaboration and stakeholder management skills

Desirable Requirements

• Hands-on experience with community platforms, knowledge management systems, or digital learning ecosystems like Salesforce Experience Cloud
• Experience embedding enablement into Customer Success or Support customer journeys
• Exposure to AI-driven enablement tools (chatbots, learning automation, recommendation engines)
• Customer journey mapping and lifecycle design experience

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at rsa.global.talent.acquisition@rsa.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.

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