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Digital CX Strategist

USA - Remote

About Ping Identity: 

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

The Support organization at Ping Identity is evolving to deliver on a bold vision of operational excellence, customer advocacy, and future-ready service design. You will play a critical role in supporting the execution of that vision by partnering with initiative owners across Digital CX, and Support functions to drive adoption, alignment, and measurable progress on transformation initiatives. Reporting to the Sr. Director of Digital CX, this role helps embed consistency, accountability, and innovation into our operations. It’s a strategic support position—focused on facilitating change, enabling initiative success, and fostering a high-performing team culture rooted in learning and trust. You will serve as a central enabler across leadership, frontline teams, and cross-functional stakeholders, ensuring we operate with clarity, shared ownership, and agility.

You will:

  • Support execution of strategic Digital CX initiatives—including Intelligent Swarming, KCS, and AI-powered support transformation—by partnering with initiative leads to embed change management, facilitate adoption, and ensure alignment to business goals.
  • Partner with initiative owners to define adoption success metrics, analyze, monitor progress, and surface insights through dashboards, feedback loops, and data-driven reporting.
  • Lead initiative communications, stakeholder engagement, and enablement planning to drive coordinated change adoption, ensuring change efforts are well understood, coordinated, and reinforced across impacted groups.
  • Facilitate alignment across cross-functional teams to define requirements and frameworks, translating long-range strategies into tactical actions through consistent documentation, frameworks, and shared project plans.
  • Support the development and maintenance of initiative charters, roadmaps, and intake frameworks in collaboration with program owners to scale transformation efforts effectively.

You have:

  • 2+ years in organizational change management, Digital CX, or transformation roles.
  • Experience collaborating with cross-functional leads to drive change, enable adoption, and support execution of strategic initiatives.
  • Ability to build and sustain reporting structures for adoption metrics, change impact, and engagement health.
  • Strong communication and facilitation skills to engage stakeholders across technical and non-technical roles.
  • Empathy for frontline teams and practical understanding of how to enable adoption in high-velocity support environments.
  • Familiarity with enablement, process improvement, and support models such as KCS, Intelligent Swarming, Case Quality, and Salesforce-based support portals.

You have an advantage if you:

  • Have education or experience in UI/UX or AI.
  • Have worked directly in or with Technical Support organizations or support transformation efforts.
  • Have a background in Agile project support or enterprise program coordination.
  • Hold a change management certification (e.g., Prosci, ACMP) or have hands-on experience implementing change strategies at scale.
  • Are comfortable navigating Salesforce, Search Engines, AI, Google Analytics, and Docebo to support initiative leads with tracking and measurement.

Salary Range: $50,000 - $60,0000 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

Here are just a few of the things that make Ping special:

  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Global volunteering and community initiatives

Our Benefits: 

  • Generous PTO & Holiday Schedule 
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement 
  • Commuter Offset (Specific locations) 

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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