Senior Customer Experience Strategist

Remote - US / Canada Support

GitHub helps companies and organizations succeed by helping them to build better software together. The Customer Experience team engages across a continuum of opportunities for customers, partners, and internal stakeholders to drive improved customer and partner experience, which impacts market share and revenue.

Our team’s purpose is to drive improvements through our culture and accountability, customer experience & satisfaction measurement, rhythm of the business, programs and initiatives across GitHub. The CX team works with executives, field organizations, segments, audiences and internal stakeholders to create plans and drive execution that results in increased customer experience and loyalty.

We're looking for a Customer Experience Strategist to partner with internal stakeholders and business units to facilitate and land the vision of our Customer Experience. This can be through journey mapping workshops, experience redesign sprints or leading initiatives to measure and improve our customer experience.

Summary of Responsibilities:
We are looking for someone who will:

  • Help GitHub build momentum and get more customer and partners to use and love our products/services
  • Drive results by identifying and eliminating customer pain points across multiple business units
  • Deeply understand the Customer and Partner end-to-end journeys across different products and services
  • Help deliver a pervasive customer-centric approach to enable a connected experience
  • Assist field and business groups to consolidate and improve the most important interaction touchpoints
  • Help define signature, end-to-end experiences that address Customer Defining Moments
  • Support key product, business leaders and the field on capturing local or business specific interaction touchpoints for improving customer experience and satisfaction
  • Support segments and the field to identify key experience drivers and improve the quality and consistency of Customer Experience; implement new or enhanced approaches to measuring CX.
  • Identify ways to produce and compute the most important business insights that field and corporate employees need to create better decisions and produce the best CX results
  • Support cross-company CX v-teams and efforts to improve the customer experience.

Skills & Requirements:

To be the ideal candidate, you bring a balance of a strategic thinker, customer experience professional, and quality of experience driver at large scale with strong business & analytical skills. You will have 4+ years of experience in customer experience improvements, facilitation of workshops, a proven record for experience driver and root cause analysis, process and quality improvements, with a proven ability to drive execution and impact. You will need to be able to communicate effectively at all levels of the organization (HQ, Field, Leadership) and with different audiences (business and product).

With this background, you bring the following career aspirations, critical skills and abilities to the job:

  • You have a strong passion for driving change and taking on big challenges
  • You are customer obsessed
  • You have excellent communication and interpersonal skills; strong cross-group collaboration and facilitation skills to solve business problems, develop recommendations and drive customer experience improvements
  • You have demonstrated leadership skills including a track record of managing customer experience workshops that meet complex business needs and an ability to make persuasive and impactful recommendations tailored to various audiences across the company
  • You have strong problem solving and analytical skills enabling you to deliver solid business results and insights
  • You work well in an environment of ambiguity, bringing a can-do attitude and skillset that enables you to identify the most impactful opportunities and possibilities to have impact
  • Strong Analytical/Excel skills required. Experience with business intelligence tools is a plus.
  • CX Certification, Six-Sigma Certification and BS or BA desirable.

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.

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