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Customer Experience Strategy and Transformation Lead

GitLab

GitLab

Customer Service
United States · Remote
Posted on Friday, June 21, 2024

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

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.

How GitLab will support you

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Remote-Global

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

California/Colorado/Hawaii/New Jersey/New York/Washington pay range
$92,400$198,000 USD

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.