CX Program Lead, Coinbase

• 3+ years of work experience in program or project management, customer support, product operations, or strategic consulting
• Excellent written and verbal communication skills, including experience meeting with and communicating information to senior management
• Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment
• Ability to simplify complex topics and adjust delivery for broad audiences
• Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports
• Passionate about providing best-in-class customer experience and ensuring customer trust in Coinbase
• Familiarity with principles of product management or previous experience working directly with product teams
• Familiarity with with Coinbase products and/or Web3

Desirable

• Coinbase's Customer Experience (CX) organization plays a critical role in achieving Coinbase’s vision
• Our team is dedicated to achieving a world class client experience through customer-first insights, prioritization, and culture
• As a CX Program Lead, Voice of Customer, you’ll effectively be building the bridge between our customers and our Product, Engineering, & Design teams
• Analyze qualitative and quantitative data to formulate actionable insights that help Coinbase improve its suite of products and services
• Create reports and dashboards that highlight common customer trends and pain points
• Leverage and power AI-driven solutions to drive best-in-class customer insights
• Drive influence to Coinbase’s roadmap and strategy by working backwards from our customers’ needs
• Build strong relationships with team members in Product, Engineering & Design to advocate for improvements to the customer experience
• Track and monitor product improvements to measure impact on customer experience