Customer Experience Strategy And Transformation Lead Job In Na

The Customer Experience Strategy and Operations (CXSO) team at GitLab is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience team member at GitLab, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

An overview of this role

As a Customer Experience Strategy and Transformation Lead at GitLab, you will be responsible for crafting and optimizing the end-to-end customer journeys across various segments, use cases, and verticals. You will focus on understanding customer buying and adoption personas, and develop strategies to improve customer satisfaction and loyalty through effective change management. This role requires deep collaboration with product, product marketing, sales, and customer success teams to align and implement customer-centric initiatives.

What you’ll do:

• Craft end-to-end customer journeys across different segments, use cases, and verticals.
• Develop and maintain customer buying and adoption personas.
• Formulate and execute strategies to improve customer experience and satisfaction across the business.
• Lead change management initiatives and advocate for customer-centric decision-making across the organization.
• Collaborate deeply with product, product marketing, sales, and customer success teams to ensure alignment and integration of customer experience strategies.
• Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Identify and prioritize opportunities for enhancing customer experience through strategic initiatives.
• Monitor industry trends and best practices to continuously evolve the customer experience strategy.
• Present insights and recommendations to stakeholders and executives to drive strategic decisions.

What you’ll bring:

• 6+ years of experience in customer experience strategy, customer research, market and competitive analysis, customer success or other.
• Experience in the DevOps market or in DevSecOps tooling and platforms
• Strong background in developing and implementing customer journey maps and personas.
• Survey design and CX program management experience
• Experience working with Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Proven experience in change management and leading cross-functional initiatives.
• Excellent collaboration and communication skills, with the ability to influence stakeholders at all levels.
• Experience working with diverse teams including product, marketing, sales, and customer success.
• Design thinking with a strong focus on process design and go to market strategies.

Preferred Qualifications:

• Degree in Business, Marketing, Customer Experience, or related field.
• Experience in digital transformation and customer experience optimization.
• Familiarity with customer experience platforms and tools Gainsight, Gong, SFDC, Marketo.
• Knowledge of best practices in customer journey mapping and persona development.
• Survey design and CX program management experience is a plus.