Senior Specialist - Digital Support (For contingent workers)

Introduction

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 ultimately empowers these partners to operationally run their business and discover commercial growth opportunities.

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

What You'll Do

• 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 what help content needs to be created, updated, or restructured, and why, 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 to continuously optimize 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 in their journey to prevent operational friction before it turns into support inbound.

  
  

• 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 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.

What You'll Bring

• Experience: 3 to 5 years of experience in digital self-service, content strategy, or marketing technology project management within a multinational environment. Direct experience working within customer service ecosystems, specifically digital support channels, help centers, or knowledge bases, is strongly preferred.

  
  

• Content strategy and briefing expertise: Deep understanding of how digital content functions to drive 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.

  
  

• AI knowledge and output optimization: Practical experience using Generative AI technologies and a clear understanding of how LLMs consume information (including RAG frameworks). Ability to leverage continuous feedback loops to evaluate and improve GenAI-powered output from conversational interfaces.

  
  

• Data and analytics: Demonstrated ability to draw actionable insights from qualitative feedback and analytics using tools like Google Analytics, Tableau, Qualtrics, and Snowflake (or equivalent platforms).

  
  

• Martech and tool agility: Hands-on experience or fast adaptability with enterprise Martech stacks (e.g. Salesforce Marketing Cloud, Data Cloud), digital behavioral tools (e.g. Mouseflow), and AI productivity tools (e.g. Gemini, Glean).

• Test and learn mindset: Practical experience setting up MVPs, building hypotheses, and running A/B tests to optimize digital experiences.

  
  

• Project ownership and communication: Strong project management skills to drive initiatives independently in complex environments, paired with excellent written and verbal stakeholder communication.

What Success Looks Like

• Effective content direction: Establishes strong alignment with content managers and writers, delivering clear, data-driven briefs that guide the creation and optimization of task-enabling help content.

  
  

• Optimized AI knowledge inputs: Collaborates effectively with Platform Experience and Content Experience to enhance knowledge base input, driving measurable quality improvements in virtual agent responses.

  
  

• Executed personalization POCs: Successfully coordinates with cross-functional teams to plan, test, and deploy targeted web and email campaigns that address partner friction points early.

  
  

• Validated journey insights: Collaborates with platform and analytics teams to test and validate in-product measurement frameworks, translating data into actionable project priorities.

  
  

• Efficient delivery: Project milestones and experiments are executed independently, on time, and backed by clear data-driven results, while maintaining clear communication, strong alignment, and momentum across stakeholder groups.

The payrate for independent contractors is 50 -76 EUR/hr