CX Senior Program Lead, VoC

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

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.

What you’ll be doing:

• 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

What we look for in you:

• 5-9 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

Nice to haves:

• Familiarity with customer experience management tools such as: Salesforce, Qualtrics, Tethr, Sprinklr.
• Familiarity with principles of product management or previous experience working directly with product teams
• Advanced analytical skills or familiarity with SQL or BI tools such as Looker or Tableau.
• Familiarity with with Coinbase products and/or Web3
• Passionate about improving the customer experience for Coinbase and the Web3 community.

Position ID: P69545

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

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