Voice of Customer Strategist

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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. You must be an agent of change, shifting the business mindset to focus on listening to customers, understanding customer needs, making feedback available and 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 VOC Strategist will identify customer insights using qualitative and quantitative data. You then will use those insights to drive positive change across each touchpoint of the customer's journey, working  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

You have:

• 3+ years of experience analyzing qualitative and quantitative data and translating it into a compelling narrative (Reviewing CS data preferred)
• The ability to organize, analyze, and visualize data from a broad range of sources using CX analytics and reporting to influence roadmap prioritization
• Proven success with developing cross-functional partnerships (Product stakeholder management is a plus)
• Exceptional written and verbal communication skills - the ability to effectively communicate findings and recommendations to key stakeholders and ability to manage a project from start to finish
• Experience presenting and building customer journey maps
• Nice-to-have: 
  • Experience facilitating customer interviews and/or focus groups
  • Tools: Looker, Salesforce, Figma, and Google Suites (Slides, Sheets, etc.)

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $103,900 - USD $126,900
Zone B: USD $96,600 - USD $118,000
Zone C: USD $88,300 - USD $107,900
Zone D: USD $77,900 - USD $95,300

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.