About The Team
We are looking for a
Customer Experience (CX) to own and elevate the end-to-end customer experience across our products and services.
This role sits at the intersection of
Business, Product, Design, and Operations, acting as the
voice of the customer and ensuring customer insights consistently drive decision-making in business or product decisions.
Job Description
- Own the Voice of Customer (VoC) program across channels (CS tickets, surveys, app reviews).
- Own and orchestrate the company-wide user interview and immersion program.
- Produce regular CX insight reports for stakeholders and leaderships.
- Partner with Product and Design to validate solutions using real customer feedback.
- Build and continuously refine customer personas from VoC, CS data, user interview, and immersion insights, and embed them into journey mapping and product proposals.
- Conduct experience-led competitor and market benchmarking to identify best practices, experience gaps, and opportunities across key customer journeys.
Requirements
- 2+ years of experience in CX, Product, UX Research, Service Design, or related roles.
- Strong experience working cross-functionally with Product, Engineering, Ops, and CS.
- Proven experience building, maintaining, and socializing customer personas grounded in real customer data (behavioral, transactional, and qualitative).
- Proven ability to synthesize qualitative feedback into structured insights.
- Experience designing or running customer immersion, shadowing, or research programs.
- Strong communication and stakeholder management skills.
- Comfortable influencing without direct authority.
