Senior Experience Designer, Customer Experience

GTM - Customer Team Remote, United States


Description

 

It's fun to work in a company where people truly believe in what they're doing. At Blackline, we're committed to bringing passion and customer focus to the business of enterprise applications.

 

The Customer Experience team sets a vision and delivers significant initiatives focused around increasing our customer’s overall experience with BlackLine. This team focuses heavily on cross-organizational coordination that is backed with a foundation of data driven insights. Ultimately, all our initiatives are related to building capabilities, assets and tools to better serve our customers. The team is currently focused on –

  • Developing a bottom-up Customer Experience program with top-down alignment and support
  • Instituting a governance structure to support cross-organizational collaboration
  • Ownership of developing the first Voice of the Customer research and analysis program

 

To effectively serve our customers, we must continue to holistically evaluate our customers’ journey with BlackLine. The responsibilities of this position are to map, optimize, and enhance the customers’ experience using a data-driven approach through customer research projects / studies that paired again business analytics. This role will take lead in developing a voice of the customer program and execute against it.

Responsibilities:

  • Lead the development and execution of Blackline’s voice of the customer efforts
  • Conduct user studies such as journey mapping to identify and define pain-points and develop globally focused content strategy for customer product and support optimization
  • Generate insights from business analytics and customer feedback across the customer journey
  • Collaborate with cross-functional teams and leaders to drive discovery projects that uncover truly compelling insights and opportunity areas
  • Consider customer segments and personas when developing and understanding Blackline Customers’ journey
  • Apply design thinking methods such as Affinity Mapping, Customer Journey mapping etc. in collaborative environments to innovate and improve the customer experience
  • Make sure that the stories we tell are always rooted in both customer insights (what’s the problem we’re solving) and business insights (how are we solving, delivering against it)
  • Evaluate interactions with all systems and channels to help determine where the experience can be tailored
  • Leverage the Voice of the Customer, identify key areas of opportunity for improvement
  • Determine root-cause for customers that are not on a high value journey and develop initiatives to get them back on track
  • Work across all of BlackLine to drive better research practices and bring attention to our customers
  • Support getting buy-in & support from leadership and key stakeholders
Qualifications:
  • Bachelor’s degree in human interaction design, business, marketing or related field
  • 5+ years of customer/user research and/or product/service design
  • 2+ experience with program management and leading cross-organizational projects
  • Experience with human centered design
  • Experience in B2B SaaS enterprise software highly preferred
  • Experience with a wide array of product, brand, advertising and customer satisfaction research methodologies (quantitative, qualitative, longitudinal, and syndicated research skills and experience)
  • Proven experience with innovation research tools/techniques and the innovation process
  • Ability to use research to influence strategic direction—and the portfolio to prove it
  • Well-developed understanding of the theory behind customer experience, customer behavior and the why behind it
  • Exceptional written and oral communication abilities; Ability to tell a story with data, comfortable presenting to senior leadership
  • Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
  • Comfortable working in virtual and / or cross functional teams where a confident style needs to be balanced with diplomatic sensitivity
  • Kind, assertive, positive, easy to work with, team player with strong work ethics