91黑料爆料

Skip to main content

Staff Customer Experience Professional

Category Customer Success, Customer Experience Location San Diego, California Job ID 2025-72597

Company Overview

91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

91黑料爆料 is seeking a highly skilled and empathetic Staff Customer Experience Professional to lead our customer retention efforts through the strategic use of Customer Journey Mapping. In this specialized role, you will be the central force for understanding and visualizing our customers' end-to-end experience. Your primary mission is to deeply understand the "why" behind customer churn by meticulously mapping out every touchpoint, emotion, and action in the customer lifecycle. You will leverage these journey maps as a powerful tool to identify critical moments of truth, pinpoint friction points, and uncover opportunities for delight. This role is not just about creating maps; it's about creating data-backed understanding of our customers and delivering insights to influence product, marketing, and support strategies that drive sustainable customer loyalty and retention. You'll be a key influencer, translating complex customer stories into actionable insights that empower cross-functional teams to build better, more enduring customer relationships.

Responsibilities

  • Lead and Innovate Customer Journey Mapping:
    • Serve as the primary expert on customer journey mapping methodologies and tools. You will lead the entire process, from initial research design to the creation of detailed, visual journey maps for key customer segments.
    • Synthesize a wide range of data—including customer interviews, support tickets, product analytics, and market research—to build a holistic and accurate picture of the customer experience.
    • Continuously evolve our journey mapping practices, exploring new tools and techniques to ensure our understanding of the customer is always current and insightful.
  • Journey Map-Driven Strategy:
    • Use completed journey maps to pinpoint specific points of friction that lead to churn and identify high-impact opportunities for improvement.
    • Collaborate with product teams to translate journey map insights into actionable product features and roadmap priorities.
    • Partner with marketing and customer success teams to design and implement personalized communications and interventions at key points in the customer journey to improve retention.
  • Data-driven Storytelling:
    • Act as the storyteller-in-chief for the customer journey, presenting maps and insights to stakeholders across the organization, including senior leadership.
    • Facilitate workshops and working sessions with cross-functional teams to co-create journey maps and foster a shared, empathetic understanding of the customer.
    • Champion a customer-centric culture by ensuring that all strategic decisions are informed by a deep, shared understanding of the customer experience as visualized through our journey maps.
  • Impact Measurement and Optimization:
    • Define and track key metrics directly linked to journey map insights (e.g., reduction in support tickets at a specific stage, increase in feature adoption after a targeted intervention).
    • Establish a feedback loop to measure the effectiveness of journey map-driven initiatives and continuously refine our retention strategies

Qualifications

  • Bachelor’s degree in Business, Design, Human-Computer Interaction, or a related field or eqivalent experience
  • 7+ years of experience in customer experience or product management, with a deep specialization in customer journey mapping. You must have a portfolio or case studies demonstrating your ability to lead end-to-end journey mapping projects and drive tangible business results.
  • Proven expertise in using journey maps to inform and drive product development, marketing campaigns, and service design.
  • Excellent proficiency in journey mapping software and data visualization tools.
  • Superior storytelling and presentation skills, with the ability to influence and inspire diverse audiences.
  • Strong analytical skills with a focus on translating qualitative and quantitative data into compelling, visual narratives.
  • An innate sense of empathy and a passionate commitment to understanding and advocating for the customer's perspective.
  • Experience in the SaaS or fintech industry is highly desirable.