Customer Experience (CX) Strategist at Anaplan
San Francisco, CA, US

The Team:

We focus on building great customer experiences and reducing friction for our customers. We believe that every employee has a role to play in determining the cohesive experience a company provides to its customers. Additionally, it is the CX manifesto to enable every employee to think and understand our customers’ and partners' needs. We are committed to developing a deep understanding of who our customers are, what they expect of us and sharing that knowledge with everyone in the company. If CX does this well, we can create meaningful moments that matter with customers to ensure we live up to our brand promise and create customers for life.

Our team looks holistically at our prospects, customers, and internal teams with a CX methodology, collects their “voices”, maps their journeys and manages initiatives around the customer priorities. That’s a big scope of work and requires both passion and skills.

The Role:

To be effective at how we serve our customers, we must have a team that looks holistically at the journey we are on with our customers -- every touch -- and moves the company in the direction of improvements to those touches.

One example project might be looking at a key touchpoint that our customers and partners have with us using data (both qualitative and quantitative) to improve that touchpoint. This may include developing a project plan across multiple work streams; coordinating engagement across functions; setting the scope, deadlines and providing accountability for these functions as well as helping guide them to completion. In addition, you will help build out playbooks for our new service design area, embedding best practices to help the organization work cross functionally. You will also create journey maps and standard operating procedures with the functions to help the organization understand our customers’ needs with opportunities to serve them. You will be diplomatic, agile and assertive to move things in the right direction to complete tasks on time with high quality. You will play a critical role to ideate, plan, pursue, implement, monitor, and build upon new initiatives that deliver customer insights that lead to action for our organization.

You will bring proven methods and solutions with you to improve the way we work, how we support our customers and partners, and how we create more operational efficiencies. We are growing quickly, and you can grow right alongside us to help deliver results, grow your career, and be part of a fast-paced culture. The ability to create a distinctive customer experience that compellingly reflects our brand promise is a main part of our mission.

What you’ll be doing: 

* Lead discovery sessions to deeply understand our current customer experience today, perform research with our customers to understand more, and work cross-functionally to define the future state

* Research and analyze data to distill customer trends, acting as a consultant and stakeholder to the holistic customer experience; advise on prioritization, design, and measurement of key outcomes

* Manage progress, status and deadlines of initiatives across multiple functions

* Analyze team processes and continuously make recommendations for improvements

* Work closely with the leadership team to plan and execute strategic initiatives

* Set and communicate goals, action plans, and key metrics for business functions

* Create standardized playbooks and interventions for each point in the customer journey

* Develop key benchmarks and measures of success for customer experience


Skills you'll need to be successful:

* Diplomatic

* Creative

* Problem Solver

* Dynamic

* Empathetic

* Assertive

* Good Listener

* Tact

* Self-Motivated

* Curious


More about you – Must have at least 6 of the following:

* 6+ years in a project management, process improvement or strategy role

* Prior experience at a SaaS company creating and implementing customer experiences based on data-driven insights

* Experience running service design or design thinking workshops

* Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment

* Led multiple work streams within a complex, high growth environment

* Prior experience developing and rolling out global processes and/or customer programs

* Previous experience leading a successful customer experience/success team in a growth-oriented environment

* Strong interpersonal and communication skills; excellent verbal and written skills


Our company:

At Anaplan, we’re relentlessly passionate about improving the way companies and people do business by empowering them with the technology, insights, and confidence they need to make better-informed plans and decisions.

With offices worldwide, we’re building products used by over 900 clients that include some of the world’s largest brands and fast-growing companies in every industry, and we’re just getting started.

Sound good to you? Then don’t be shy – please apply!

Do you align with Anaplan’s Values?

Collaborative: We go out of our way to help others succeed Explore all of our Values on