We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

As the leader of our Customer Experience team, your goal is to bring life to the end to end experiences our Sellers have with Square, through customer journey mapping, analytical research, and storytelling. This team obsesses over the needs and desires of our entire customer base and strives to educate stakeholders across our organization on the experience of what its like to be a Seller. Teams across Square will be inspired by the light youll be shining on customer pain points and moved to take action. The output that comes from this Experiences team should become a leading factor in the decision making process for the overall Square roadmap.

You will:

• Partner with stakeholders across Square in order to gain a deep understanding of how the work their team does, affects the customer experience
• Drive a cultural shift and new way of thinking across the organization, to create a laser focus on creating world class experiences for all Square customers
• Be viewed as a trusted partner to business leaders, understand the needs and gaps, and lead the vision for becoming an irreplaceable partner to stakeholders
• Counsel business leaders in operations and other departments on recommendations for how to improve the customer experience
• Work to align customer experience needs and business critical issues across the company
• Regularly collaborate with cross-functional departments on the communication strategy with our customers throughout their journey
• Listen to customers needs and feature requests, dissect and understand them, and advocate for the customer as you articulate their requests across Square
• Present findings and fully laid out end to end experiences to the entire company, through large scale presentations (i.e. company all hands), quarterly business reviews, and other documentation
• Use insights software, data  & financial analytics, and customer interaction reviews to help guide the customer journeys youll build 
• Flourish in a highly empowered role, where there will be little direct supervision 
• Eventually, lead 1 to 2 direct reports, though to start, this team consists of you as a sole individual contributor
• Travel as necessary to other Square locations 3 to 4 times per year

You have:

• Superb communication skills, both written and verbal - be able to craft a compelling narrative
• Experience being a thought leader, ideating and leading the execution for innovative customer experience model 
• Excellent graphic/visual design skills that can help illustrate a visually appealing Customer Journey and tell the story of our customers
• The ability to build consultative relationships with stakeholders across the organization
• A deep passion for the customer experience 
• Strong organizational skills, with the ability to manage multiple business projects simultaneously
• A thorough understanding of financial analytics
• Collaboration and partnership skills
• Experience and passion leading and developing direct reports
• A proven track record in customer journey mapping and analytical research
• A passion for succeeding in a heads down, solitary work environment at times
• Bachelors degree or 3 years of direct experience
• A thorough understanding of how to utilize analytics to help inform a strategy
• Exceptional presentation skills (both in building decks and physically presenting)

Even better:

• MBA
• A portfolio of previous journey maps
• Project management experience

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.