Global Head of Customer Experience, Customer Success

  • St. Louis, MO
  • Full-time
  • Alternate Location: Atlanta, United States

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

Square’s Customer Success team is looking for the right individual to lead a transformational effort across the organization whereby our customer’s full end to end journey is brought to life.  The person we are seeking must be an agent of change, shifting the business mindset to focus on listening to customers, understanding customer needs, making feedback available & tangible for stakeholders, and advocating for the removal of customer friction points across the multiple engagement points they have with Square.   

 

In support of Square’s continued pursuit of placing the customer at the center of all we do, the Global Head of Customer Experience is responsible for the identification of customer insights and the application of those insights across each touchpoint of the customer’s journey.  This is accomplished in partnership with business units and functions across the enterprise; guiding them through a consistent, best practice process.  Leveraging this process ensures the value proposition for both the business and customer is clearly articulated, educating and empowering others so that this becomes part of their DNA and governing and inspecting post-delivery to validate whether outcomes were achieved based on value proposition and CX design.  

 

The manager will serve as a key SME, representing the customer to ensure their voice, their needs are captured and incorporated into Square’s offered solutions. 

 

This person will lead the Global Customer Experience team, reporting directly into the Global Head of Customer Success. They will have 1-2 direct reports who will assist them in achieving all team objectives and goals. 

 

You will: 

  • Produce product insight reports, comprised of full customer journey maps and other quantitative and qualitative materials
  • You will influence all levels and functions of the organization, including but not limited to the Executive Leadership, Product and Go-to-Market teams to ensure that Square continues to take a holistic approach to Customer Experience
  •  Work closely with the product teams to ensure their product roadmaps are aligned to customer needs and feedback; to educate new and existing customers on new value-add features; and to support customer retention and customer activity goals
  • Lead product stakeholders through review sessions where you will be expected to educate and influence effectively
  • Elevate customer experience by sharing best practices and key success factors as well as understanding the client’s business objectives, strategy and pain points

 

 

Qualifications

You have: 

  • 3-5 years leading customer experience teams 

  • Extensive experience building customer journey maps 

  • Analytical mindset with deep understanding of value drivers in recurring revenue business models

  • 3 years experience with project management

  • A strong operational mentality with demonstrated success in leveraging data to design  and implement scalable solutions

  • Demonstrated experience leveraging metrics to improve customer service

  • PMP certifications are highly desired

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of 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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources