Customer Experience Lead

Come join the Customer Experience team to help us build products and services that delight customers. This role will support our mid-market segment and will play a pivotal role in helping to optimize our product experience combined with designing and delivering a support and customer success experience that delights our customers.

• Proactively identifies customer experience insights and opportunities using customer research and analytics, and drives from insight to execution of solutions
• Demonstrates a deep understanding of the customer and expert journey (and long term problems) and builds a shared understanding of the customer experience and opportunities across cross functional stakeholders
• Proposes solutions that challenge status quo to eliminate pain both experiences
• Communicates and drives alignment on insights and priorities with stakeholders where relevant to projects being driven
• Synthesize data from various Voice of Customer channels (including follow-me-homes) to identify pain points in product and service experiences; develop hypotheses, drives experiments to prove hypotheses and propose successful solutions
• Proactively simplifies and continuously improves existing processes to operate more efficiently. Serves as an informal leader for change management across key
• Collaborates with cross functional partners across the organization (including analytics, product, sales, and customer success)

Qualifications:

• Individual contributor who executes parts of the customer experience plan
• Works on problems of moderate scope where analysis of situations or data requires review of a variety of factors
• Able to independently conduct FMHs and lead experiments that will test customer behavior and solve hypotheses
• Interprets and responds to data and makes recommendations for elements of new designs
• Contributes to the completion of organizational projects and goals
• Works closely with internal stakeholders and external business partners (when relevant to the offering)
• Decisions impact both personal, team and business deliverables