Product Strategist, Customer Experience
- Full-time
Company Description
To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
Job Description
Square's Customer Success team is looking for a solutions-oriented individual to join 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 Product CX Strategist will identify customer insights using qualitative and quantitative data. 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 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.
You will:
Manage the research process from start to finish, which includes reviewing qualitative and quantitative data from multiple sources, such as support interactions, Square’s Seller Community, Beta Programs, and Support Center feedback
Produce product insight reports, comprised of customer journey maps, based on key data points identified in the research phase
Work with product teams to ensure their strategy is aligned to customer needs and feedback; this will be through elevating the voice of Square customers by illuminating pain points, feature requests, and issues with our product(s)
Lead product partners through review sessions where you will educate and influence team members based on the internal data you have collected and presented
Qualifications
3+ years of experience analyzing data and translating it into a compelling narrative
The ability to mine and aggregate data from a broad range of sources; normalize and organize data in a way that can be analyzed and visualized across customer segments
Exceptional communication skills - the ability to effectively communicate findings and recommendations to key stakeholders and ability to manage a project from start to finish
Experience building customer journey maps and presenting them in a compelling manner
- Nice-to-have: Experience facilitating customer interviews and/or focus groups
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. Block 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
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.