Service Designer

About the Role

At Culture Amp, the Customer Experience team views our service model and the customer journey like a product: a multi-faceted tool that we manage, evolve, and measure the success of to ensure our customers grow and see value from working with us. We’re looking for someone to own the programmatic elements of our service model and drive change across our organization.

This role will manage a roadmap of customer journey improvements primarily focused on the People Science touchpoints, and the products and modules across the Culture Amp platform. This role will be highly cross-functional, partnering with our go-to-market leaders and collaborators in Enablement, Revenue Operations, Product, and other teams across our business to drive those improvements to our teams and customers.

In this mission-critical role, you will:

• Drive product and module adoption by building and iterating on the service experience for each of our products across Delivery teams
  • Use qualitative and quantitative inputs to identify opportunities for stronger product usage
  • Address these gaps by identifying causes and testing solutions across our delivery roles and scaled mechanisms
  • Provide feedback and input to Product Managers on product improvement ideas
• Drive Customer People Science utilization and satisfaction by building and iterating on how customers interact with People Science
• Drive efficiency and engagement for Customer People Science Campers by crafting the behind-the-scenes elements of the service model
• Manage go-to-market stakeholders across the Customer Experience team
• Partner with go-to-market partners to drive change management within the practice
• Partner with our Product & Research teams to leverage the latest and greatest changes and insights
• Implement best practices and innovations for the customer experience

You have:

• Demonstrated experience in a project or program management role in a SaaS environment
• The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Campers
• The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes
• You know how to lead complex projects from start to finish and measure your success
• You excel at creating clear and impactful communications, both internally and externally
• Bonus: 3+ years of applied experience working within an HR or People team (e.g. people analytics, I/O Psychology, Organizational Development role) at an organization and/or strategic consulting to organizations. Enterprise experience is highly preferred