Voice of the Customer, Strategist
- Atlanta, GA
- Employees can work remotely
- Alternate Location: Atlanta, United States
Square's Customer Success team is looking for a solutions-oriented individual to lead a transformational effort across the organization whereby our customer's voice is brought to life. The person we are looking for 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 across the various engagement points they have with Square.
To support Square's continued pursuit of placing the customer at the center of all we do, the Voice of the Customer Strategist will identify customer insights via support interactions, Square’s Seller Community, Beta Programs and Support Center feedback. They then will use those insights to drive positive change across each touchpoint of the customer's journey. This role will work cross-functionally with teams across Product, Go-to-Market functions, and Customer success so that this becomes part of Square’s DNA.
You will be an essential subject matter expert, representing the customer to ensure their voice is captured and incorporated into Square's offered solutions.
Produce product insight reports, comprised of customer journey maps
Help guide all levels and departments of the organization to ensure that Square continues to take a holistic approach to building for our customers
Work with product teams to ensure their product roadmaps are aligned to customer needs and feedback; to educate all customers on new value-add features; and to support customer retention and customer activity goals
Lead product partners through review sessions where you will educate and influence
Enhance the customer experience by sharing best practices and essential success factors and understanding our customer’s goals, strategy and pain points
5 or more years leading complex, cross-functional, global program and process improvement efforts
A strong operational mentality with demonstrated success in leveraging data to design and implement scalable solutions
Background in using analytics and data to tell a compelling narrative.
Demonstrated experience leveraging metrics to improve customer service
Experience building customer journey maps
PMP certifications are highly desired
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