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Senior CX Researcher



This job is no longer accepting applications

See open jobs at SimilarWeb.
Tel Aviv-Yafo, Israel
Posted on Thursday, January 11, 2024

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.

We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.

In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We're looking for a seasoned and passionate Senior Customer Experience (CX) Manager to lead and champion our customer experience initiatives. In this pivotal role, you will take the lead in initiating strategic efforts aimed at proactively enhancing customer satisfaction and loyalty.

This role will report to Sr. Director of Customer Experience.

Why is this role so important at Similarweb?

As a Customer Experience Manager at Similarweb, you will orchestrate a comprehensive and iterative process designed to deeply understand, optimize, and elevate every customer touchpoint. This includes a thorough examination and enhancement of various interactions, ensuring a seamless and delightful customer journey.

Your responsibilities involve continuously measuring customer satisfaction and gathering comprehensive 360-degree feedback. Furthermore, you will be responsible for the comprehensive documentation and refinement of the entire customer journey, meticulously examining its diverse touchpoints.

So, what will you be doing all day?

  1. Implement a comprehensive approach to data analysis, leveraging a variety of quantitative and qualitative sources such as user interviews, surveys, NPS, CSAT, behavioral analytics, support tickets, in-app feedback, customer service interactions, social media posts, and online reviews, ensuring a well-rounded understanding of customer sentiments.
  2. Develop and maintain Salesforce dashboards to monitor main CX metrics (NPS, CSAT).
  3. Run periodical usability tests focused on top of the funnel, to gain insights into the initial stages of customer interactions.
  4. Conduct ongoing interviews to Identify areas of delight and frustration customers encounter during their interactions with our product and service.
  5. Design CX surveys for main customer touchpoints.
  6. Establish a routine reporting cadence to provide stakeholders and leadership with consistent updates on key customer experience metrics, customer interactions, and satisfaction.
  7. Create and regularly update customer journey maps to visualize the end-to-end customer experience.
  8. Identify touchpoints and potential pain points that customers may encounter throughout their journey.
  9. Review data from customer support and sales interactions, including common issues and customer feedback.
  10. Work closely with teams in Product, Sales, Support, Customer Success, and Marketing to understand customer pain points and challenges and to gain diverse perspectives.

This is the perfect job for someone who:

  1. 5+ years of work experience in customer experience, customer success, business analysis, strategy, user experience research, market research, project management, or similar functions.
  2. Experience working in a SaaS and/or B2B companies.
  3. Experience using Salesforce, Zendesk, Asana, Excel/Google Sheets, Product Analytics, Fullstory, survey tools, usability tools.
  4. Have a balance of creative and analytical skills.
  5. Strong verbal and written communication skills.
  6. Strong analytical skills and ability to analyze and interpret customer data, feedback, and metrics to derive meaningful insights and drive informed decision-making.
  7. A strategic mindset to develop and execute comprehensive customer experience strategies aligned with organizational goals.
  8. Flexibility and adaptability to navigate and lead through changes in customer needs, industry trends, and organizational priorities.
  9. Strong project management skills to plan, execute, and monitor initiatives.
  10. Continuous learning commitment - staying updated on industry trends, best practices, and emerging technologies in the field of customer experience.

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face-to-face connections with fellow Similarwebbers.*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

We will handle your application and information related to your application in accordance with the Applicant Privacy Policy available here, as applicable:

We will handle your application and information related to your application in accordance with the Applicant Privacy Policy available here.

This job is no longer accepting applications

See open jobs at SimilarWeb.