Customer Experience Research & Design Lead at F5 Networks in Seattle, WA
Job Description Customer Experience Research & Design Lead Come work at a company where innovation and teamwork support the most exciting missions in the world! This is an amazing time at F5. For over 20 years, we have been the industry leader in application delivery. Now, we're also helping our customers thrive on any architecture and across any multi-cloud environment. F5 is the only company on the planet that powers applications from development through their entire lifecycle so our customers-enterprise businesses, service providers, governments, and consumer brands-can deliver differentiated, high-performing, and secure digital experiences that are changing the world. Our success isn't driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it's producing exceptional results-not only for our customers, but also for our employees. We understand that your life is about more than just work, so we're committed to a culture that supports your whole life. Be part of an outstanding Global Marketing and Customer Experience team that is obsessed with delighting customers, contributing directly to the financial success of our company, and telling a compelling story about the impact that our products and solutions have around the world. Join a company that's on the leading edge of transformation. Come be a changemaker. Overview:
The Customer Experience Research and Design Lead (Director level) is responsible for building and driving our process for designing effortless and delightful experiences for our customers within the moments that matter most. This role will play a pivotal part in evaluating priorities and focus areas by leveraging customer data and insights and inputs from key stakeholders to establish a roadmap to address our top customer challenges. He/she/they will help provide inputs to determine the most significant gaps within our customer journey and related scorecard, help identify the experience gaps, and help recommend and drive improvement opportunities. The successful candidate will have related experience to leverage a track record of results and provide outside-in perspectives and recommendations leveraging industry best practices and world class standards. He/she/they will partner with the CX Leader to work cross-functionally to mobilize the company around a unified view of the customer experience and will build and drive the implementation of a portfolio of initiatives designed to optimize end-to-end customer experiences. Leveraging data to identify opportunities for improving customer experience and building customer loyalty, this role will help establish and continually improve a measurement framework to gauge our impact on customer experiences delivered by F5. Areas of focus:
Build and drive the strategic CX priorities across F5:
leverage data & insights to drive a process for determining priorities and areas of focus, and create a plan and roadmap to address challenges. Effectively communicate what priorities are in process, in queue and the impact that has been delivered. Measurement & Insights:
Gain alignment across organization on CX measurement and priorities. Drive a regular rhythm of providing a customer's likelihood to recommend based on set metrics. Use business analytics and intelligence to provide insight to stakeholders and creating a system that will measure impact. Build a process to gather customer insights and leverage these insights to improve understanding of the customer experience and key drivers of satisfaction and loyalty. Collaboration for impact:
Partner across F5 including sales, marketing, product, customer success, and customer service organizations to drive end-to-end connectivity across various team initiatives. Help create and drive a customer-centric culture for F5. Key elements for success:
Identify key CX stakeholders and drive for connectivity with marketing, sales, product and customer service organizations for consistency in customer experience, customer care and loyalty initiatives Mapping of organization and stakeholders; how we prioritize to have the greatest impact Uncover and communicate customer insights and gaps to constituencies across cross-functional groups, while driving plan and process to address challenges Build and maintain relationships with business analytics and intelligence teams to gather, analyze and provide narrative t to all relevant stakeholders Work with CX operations functions to uncover/validate gaps and initiate process improvement initiatives to deliver a unified customer experience Engage with IT to introduce technology improvements to promote an improved and consistent customer experience Manage a team of high-performing individuals Success Metrics Increase in customer satisfaction by identifying areas of friction along the journey Increase in customer loyalty (e.g. Net Promoter Score, other listening signals) Measurable improvement in customer retention and increased lifetime value Decrease in customer friction as measured by NPS High employee engagement, satisfaction and culture scores Background/ Experience 8-10 years of global business experience in driving customer experience, customer loyalty, customer adoption Minimum 5 years of experience developing and delivering on measurable goals Minimum of 5 years of management experience 5 years of proven experience with process design and design thinking Proven experience motivating and influencing in a highly engaged employee environment Product management experience is required Experience with business case, resource, and budget development Data-driven aptitude to analysis and decision making, including using data from various sources to present a holistic view of the customer experience (problems, priorities) Physical Demands and Work Environment Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer, communicate via telephone, and read printed material Duties may require being on call periodically or working outside normal working hours (evenings and weekends). Duties may require the ability to travel via automobile or airplane, approximately 20% of the time spent traveling Job may be performed on-site at a customer facility or data center, or in an office environment #LI-150184311_TM1
Salary Range:
$100K -- $150K
Minimum Qualification
Design & UXEstimated Salary: $20 to $28 per hour based on qualifications.
The Customer Experience Research and Design Lead (Director level) is responsible for building and driving our process for designing effortless and delightful experiences for our customers within the moments that matter most. This role will play a pivotal part in evaluating priorities and focus areas by leveraging customer data and insights and inputs from key stakeholders to establish a roadmap to address our top customer challenges. He/she/they will help provide inputs to determine the most significant gaps within our customer journey and related scorecard, help identify the experience gaps, and help recommend and drive improvement opportunities. The successful candidate will have related experience to leverage a track record of results and provide outside-in perspectives and recommendations leveraging industry best practices and world class standards. He/she/they will partner with the CX Leader to work cross-functionally to mobilize the company around a unified view of the customer experience and will build and drive the implementation of a portfolio of initiatives designed to optimize end-to-end customer experiences. Leveraging data to identify opportunities for improving customer experience and building customer loyalty, this role will help establish and continually improve a measurement framework to gauge our impact on customer experiences delivered by F5. Areas of focus:
Build and drive the strategic CX priorities across F5:
leverage data & insights to drive a process for determining priorities and areas of focus, and create a plan and roadmap to address challenges. Effectively communicate what priorities are in process, in queue and the impact that has been delivered. Measurement & Insights:
Gain alignment across organization on CX measurement and priorities. Drive a regular rhythm of providing a customer's likelihood to recommend based on set metrics. Use business analytics and intelligence to provide insight to stakeholders and creating a system that will measure impact. Build a process to gather customer insights and leverage these insights to improve understanding of the customer experience and key drivers of satisfaction and loyalty. Collaboration for impact:
Partner across F5 including sales, marketing, product, customer success, and customer service organizations to drive end-to-end connectivity across various team initiatives. Help create and drive a customer-centric culture for F5. Key elements for success:
Identify key CX stakeholders and drive for connectivity with marketing, sales, product and customer service organizations for consistency in customer experience, customer care and loyalty initiatives Mapping of organization and stakeholders; how we prioritize to have the greatest impact Uncover and communicate customer insights and gaps to constituencies across cross-functional groups, while driving plan and process to address challenges Build and maintain relationships with business analytics and intelligence teams to gather, analyze and provide narrative t to all relevant stakeholders Work with CX operations functions to uncover/validate gaps and initiate process improvement initiatives to deliver a unified customer experience Engage with IT to introduce technology improvements to promote an improved and consistent customer experience Manage a team of high-performing individuals Success Metrics Increase in customer satisfaction by identifying areas of friction along the journey Increase in customer loyalty (e.g. Net Promoter Score, other listening signals) Measurable improvement in customer retention and increased lifetime value Decrease in customer friction as measured by NPS High employee engagement, satisfaction and culture scores Background/ Experience 8-10 years of global business experience in driving customer experience, customer loyalty, customer adoption Minimum 5 years of experience developing and delivering on measurable goals Minimum of 5 years of management experience 5 years of proven experience with process design and design thinking Proven experience motivating and influencing in a highly engaged employee environment Product management experience is required Experience with business case, resource, and budget development Data-driven aptitude to analysis and decision making, including using data from various sources to present a holistic view of the customer experience (problems, priorities) Physical Demands and Work Environment Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer, communicate via telephone, and read printed material Duties may require being on call periodically or working outside normal working hours (evenings and weekends). Duties may require the ability to travel via automobile or airplane, approximately 20% of the time spent traveling Job may be performed on-site at a customer facility or data center, or in an office environment #LI-150184311_TM1
Salary Range:
$100K -- $150K
Minimum Qualification
Design & UXEstimated Salary: $20 to $28 per hour based on qualifications.
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