Customer Experience Manager Jobs

Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

The Customer Experience (CX) Manager works with cross-functional teams to ensure that each and every DocuSign customer has a delightful, frictionless, and valuable experience at every interaction. The role will ensure a holistic view of all inside and outside of product touchpoints, at each stage of the customer journey. The Customer Experience Manager will collaborate across the organization to understand and document the customer experience, identify opportunities to drive greater customer delight and improve customer outcomes, and mobilize cross-functional teams, such as Product, Sales, Marketing, Support, and Customer Success, around seamlessly orchestrated initiatives that heighten our customers’ experiences. With a laser focus on listening to our customers and analyzing customer behavior and sentiment data, this role will champion our customer voice and contribute to customer adoption, retention, and growth.

At DocuSign, we put our customers at the center, we’re driven by results and passionate about our impact.

This position is an individual contributor role reporting to the VP of Community and Customer Experience.

Responsibility

• Use customer experience design methodologies such as customer journey mapping, service blueprinting, and workshop facilitation
• Size customer experience improvement opportunities, assess impact, and prioritize opportunities
• Present opportunities for CX improvement initiatives
• Support team in qualitative and quantitative synthesis and analysis to derive insights, build hypotheses, and enhance customer experience
• Overlay voice of customer research and interviews into the journey to determine where there are opportunities to improve the overall experience and improve customer outcomes
• Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps
• Uncover opportunities for orchestrated customer experiences across DocuSign teams, including Sales, Services, Support, Marketing, and Product
• Drive key customer behavior based KPIs for a specific journey stage, leading to increased CSAT/NPS, customer health, and lifetime value
• Audit and map customer journeys for all personas across all touchpoints in and out of product, and create a holistic picture of the customer’s experience with DocuSign
• Inform, educate and drive customer empathy through building and maintaining our Customer Experience internal Hub page, including customer journey maps, customer studies, improvement opportunities, and progress
• Conduct discovery and opportunity analysis by understanding customer and internal business needs

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Experience in the digital experience landscape and building innovative and ROI-positive digital experience programs at scale
• BA/BS degree or equivalent
• 2+ years experience leading specific CX management initiatives (e.g., customer journey mapping, service blueprinting, and/or voice of customer)
• Experience using statistics
• Full cycle strategic experience designing, executing, and learning from tests and experiments on customer journeys, as well as customer journey mapping and omnichannel revenue generation
• Hands-on experience with Miro, Eloqua, SFDC, Tableau, Google Analytics, Optimizely or similar tools
• 5+ years experience in Customer Experience, Marketing, CX consulting, or Customer Success
• Experience with key performance indicators for customer experience, marketing and business metrics

Preferred

• Experience communicating business strategies and results to all levels, including executives
• Strong program and project management skills
• Expertise in Google Workspace and Jira
• Excellent verbal and written communication skills
• Attention to detail, critical-thinker and problem-solver
• Understanding of common customer success metrics and KPIs
• Experience using journey mapping and design software such as Miro, LucidChart, Smaply, or similar
• Experience navigating and driving collaboration in a complex matrixed organization
• Proven work experience as a community project or program manager or similar role
• Possesses a deep understanding of social and community building programs
• Strong facilitation skills, with experience conducting multi-stakeholder workshops to collectively design experiences and solutions
• Excellent interpersonal and presentations skills
• Trained or certified in customer experience or related subject (e.g., CCXP, advanced coursework, degree, or certification program in CX management, service design, or experience strategy)
• Experience designing or managing customer programs at the global level
• Experience translating mapped customer journeys into business requirements

Wage Transparency

Based on applicable legislation, the below details pay ranges in the following locations:

California: $105,100 - $161,775 base salary

Illinois and Colorado: $98,800 - $135,850 base salary

Washington and New York (including NYC metro area): $98,800 - $144,550 base salary

This role is also eligible for bonus, equity and benefits.

Life at DocuSign

Working here

DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including if you need accommodation to properly utilize our online system, you may contact us at [email protected].

If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at [email protected] for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.