Staff Service Experience Strategy & Management Leader (Fintech)

TL;DR

Staff Service Experience Strategy & Management Leader (Fintech): Leading the creation of new expert-led service experiences for the mid-market segment with an accent on ecosystem-wide growth and customer value. Focus on designing end-to-end service strategies, utilizing data-driven insights for optimization, and aligning cross-functional teams to disrupt the mid-market segment.

Location: Must be based in Mountain View, California

Salary: $168,000 - $227,000

Company

hirify.global is a global financial technology platform that powers prosperity for its customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Establish and execute an end-to-end service experience strategy for Mid-Market service offerings.
• Quantify service performance and customer benefits at every stage of the customer journey.
• Lead cross-functional teams across Marketing, Sales, Product, and Data to resolve key delivery challenges.
• Analyze retention drivers using data to optimize the delivery of customer benefits.
• Align the product roadmap with business pipelines and leadership agendas.
• Drive organizational cultural change to deliver the next generation of service offerings.

Requirements

• 8-10 years of experience in Customer Experience, Service Strategy, or Product Management for service-oriented offerings.
• BA/BS degree required; MBA strongly preferred.
• Location: Must be based in Mountain View, California.
• Proven ability to lead without direct authority in a highly matrixed organization.
• Strong analytical skills for ROI analysis and using data for customer insights.
• Superior communication and presentation skills for interacting with various seniority levels.

Culture & Benefits

• Competitive compensation package with a pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits package for full-time employees.