CX Program Specialist

CX Contractor/Program Specialist

6 Months of contract

Remote

Note: Relevant experience in: Fintech, Crypto, Banking, Digital finance or Financial customer support industries is highly valuable.

Duties:

• As a Program Specialist for the Voice of Customer team, you’ll play a key role in helping grow our Voice of Customer Program, effectively building the bridge between our customers and our internal teams to support our company culture of customer focus. This role will be responsible for administering programs that connect our employees to the lived experiences of our customers.
• You will be a critical cross-functional partner, supporting mechanisms that enable leaders across the globe to connect to the front line and individual customer experiences on a regular basis.
• You will also deliver insights and creating data-driven narratives to highlight customer pain points.

What you’ll be doing (ie. job duties):

• Coordinate and drive adoption of our programs to connect employees to the experience of our customers and front-line support
• Use quantitative and qualitative data to create compelling problem statements that highlight top customer pain points.
• Write and present regular reporting to stakeholders on these pain points and customer experience metrics.
• Deep-dive into specific product areas and contact types to perform root cause analysis on customer issues and investigate opportunities for improvement.
• Form recommendations for process improvements to strengthen feedback loops between our customers and internal teams.
• Create & maintain dashboards and other tooling to provide self-service VoC capabilities.
• Track CX and product improvement efforts to quantify impact and ensure solutions are meeting customer expectations.

Skills:

• Minimum 4 years relevant experience in a customer service and/or customer support environment
• Motivated by Coinbase's mission and creating a seamless experience for our global customer base.
• Rigorous analytical thinker, with an aptitude for distilling complex concepts and systems into clear, simple language.
• Comfortable working with structured and unstructured data to create visually appealing and digestible reports and dashboards.
• Adept at written communication and visual presentations with an ability to tailor it to a range of audiences.
• Basic understanding of Crypto concepts & Coinbase's suite of products and services for Retail customers

Nice to haves:

• Prior experience in Learning & Development or Training roles
• Working knowledge of customer experience/business intelligence tools such as Looker, Qualtrics, Salesforce, Talkdesk, or Sprinklr
• Expertise in blockchain technology and a deep understanding of crypto
• Experience successfully driving process improvement initiatives

Education:

• College degree preferred; Open to varied educational backgrounds