Voice of the Customer, Strategist

  • Denver, CO, USA
  • Employees can work remotely
  • Full-time
  • Alternate Location: Scottsdale, 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 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.

Qualifications

You will:

  • 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

You have:

  • 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

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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