Staff CX Delivery Designer

[REDACTED] is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. The Accountant & Partnerships Customer Success organization exists to give accountants and partner firms a world-class support experience, from how they first bring [REDACTED] in to how they sell it through to their own clients, with product support woven in at every stage. Opportunity is growing fast, as programs like ProPartner Support and the Global Partner Program mature and new partner types, including Value Added Resellers (VARs), join the ecosystem.

Join the team as a Staff Customer Experience Delivery Designer to lead that design work: shaping the experiences, standards, and tools that let experts deliver consistently great support across the full firm journey. You'll translate what firms and partners actually need into people, process, and technology changes, spanning the foundational technology, expert enablement, and change management it takes to make a new experience real.

You will design the experiences that resolve accountant and partner issues faster and more consistently, and build the playbooks, tools, and standards that give experts and delivery teams what they need to deliver that experience, wherever a firm or partner encounters it.

Responsibilities

Lead the design of new and improved support experiences for accountant firms and partners as ProPartner Support and the Global Partner Program scale.

Create customer journeys, service blueprints, support standards, and playbooks that translate experience strategy into delivery requirements for experts and delivery teams.

Define technology and tooling needs with internal platform, product, and Service Delivery partners; guide testing and implementation of the capabilities that enable the intended experience.

Use customer and expert feedback, research, and operational data to identify friction, prioritize opportunities, and recommend and drive improvements.

Drive cross-functional alignment on experience decisions, dependencies, handoffs, and implementation plans, influencing delivery without direct reporting authority.

Partner with CS Readiness and delivery teams, including Product Support Experts and Partner CS roles (Partner Customer Success Managers (PCSM) and Partner Implementation Consultants (PIC)) as relevant, to translate new support designs into enablement needs and support adoption in day-to-day practice.

Develop experiments, evaluate post-launch performance, and iterate on designs to improve customer satisfaction and experience consistency.

Establish a reusable design framework and communicate recommendations, tradeoffs, and outcomes to stakeholders.

Qualifications

5+ years [REDACTED] experience and knowledge of [REDACTED] products. Understanding of accounting workflows, or the accountant and partner ecosystem strongly preferred.

Demonstrated success designing and launching customer support or service experiences spanning people, process, and technology for a defined customer or partner segment.

Expertise in human-centered design, journey mapping, service blueprinting, experimentation, and continuous improvement.

Ability to translate complex customer and business needs into technology requirements and actionable service designs.

Experience independently leading complex cross-functional initiatives, setting direction, and influencing stakeholders from design through implementation.

Strong analytical, facilitation, and communication skills; experience with collaborative design tools such as Mural, Figma, or equivalent.

Relevant bachelor's degree or equivalent practical experience.

Ability to work 40 hours per week. Travel is expected approximately quarterly.

[REDACTED] provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at [REDACTED]: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, [REDACTED] conducts regular comparisons across categories of ethnicity and gender.

The expected base pay range for this position is:

Mountain View $147,500 - $199,500

San Diego, CA $137,500- $186,000