Community Experience & Engagement Specialist

About the role

Unit4 is looking for a customer‑focused Community Experience & Engagement Specialist to ensure the Community4U platform delivers an exceptional experience. You will be responsible for moderating discussions, optimizing user journeys, and driving continuous improvements that boost self‑service success and overall satisfaction.

Key responsibilities

• Perform daily moderation of community discussions, questions, comments, and user‑generated content.
• Manage unanswered questions, coordinate escalations to subject‑matter experts, and track recurring issues.
• Identify navigation, search, discoverability, and usability challenges affecting customers.
• Analyse user behaviour, engagement data, and customer journeys to uncover friction points.
• Collaborate with Customer Success, Support, Product, and Digital Experience teams to align community features with customer needs.
• Drive adoption of AI‑enabled features and automation to improve both customer and operational experiences.
• Contribute to platform enhancements that reduce customer effort and increase digital engagement.

Required profile

• Strong customer‑centric mindset with a focus on operational excellence.
• Experience in community moderation, user‑experience improvement, or similar customer‑engagement roles.
• Ability to work cross‑functionally with product, support, and success teams.
• Analytical mindset to interpret engagement data and translate insights into actionable improvements.
• Proactive attitude toward identifying and resolving experience gaps.

Required skills