Vice President of Product - Customer Journeys/User Success at Constant Contact in Gainesville, Florida

Job Description:

The Vice President of Product Customer Journeys is a strategic and data-driven leadership role responsible for the product strategy, roadmap, and execution that delivers a seamless and intuitive experience across our horizontal customer journeys. 


Key elements of this role include ability to evaluate the data analytics to derive key insights for what's working and what's not, to partner with our Chief Design Officer to bring novel & innovative experiences into the product, and to articulate a well-defined product roadmap that engineering can efficiently execute.  Additionally, this role will involve managing the product's a/b testing strategy to ensure measurable progress, and ultimately user success, across our desktop and mobile products.


Customer journey examples: first-time user experience, the first time and upsell buy flows, our early stage user activation flows, and our overall product feature discoverability and usage strategy by cohort  


The ideal candidate will be equal parts innovator and executor, who excels at uncovering friction points, can bring best-in-class product design solutions to market, and who has the business & financial acumen to deliver upon product led growth best practices.   The ideal candidate will also be an effective leader & communicator who can evangelize these learnings across the various product teams and their roadmaps.



What you'll do:

• Data-centric, leveraging insights to inform roadmaps and key decisions to drive growth:
  
  
  • Define and track key activation metrics that are early indicators of likelihood of customer conversion-to-paid subscriptions. Develop and execute strategies to improve these metrics.
  
  
  • Monitor performance and adjust strategies as needed to achieve desired outcomes.
  
  
  • Build a culture of experimentation to optimize the user experience:
  
  
  • Oversee the a/b testing program for the product team to optimize user experience and drive key metrics, with a dedicated a/b testing team.
  
  
  • Promote a/b testing best practices and accountability for quality of the product testing roadmap.
  
  
  
  


• Product advocate for the end-to-end customer experience:
  
  
  
  
  • Build a compelling product roadmap to drive horizontal success across desktop and mobile experiences.
  
  
  • Drive forward x-functional Product, Design and Engineering teams to build onboarding flows and user journeys that are intuitive and engaging.
  
  
  • Collaborate x-functionally with Marketing, Sales, Research and Support to gather user feedback, address pain points and improve user experience.
  
  
  • Ensure the team is leveraging data to identify trends, insights, and opportunities for improvement. To inform product decisions and measure the impact of user success initiatives.
  
  
  
  


• Leadership and collaboration:
  
  
  
  
  • Provide leadership and strategic direction for the Customer Journeys team, fostering a culture of continuous improvement and data-driven, user-centric thinking within the product team.
  
  
  • Communicate product strategy and roadmaps to executive leadership, illustrating alignment to and impact on business performance. 
  
  
  
  

• Proven experience as a senior leader in product management, with a focus on user success and experience.


• Strong track record of improving product usability and driving key activation metrics.


• Expertise in A/B testing and data-driven product optimization.


• Exceptional leadership and team management skills.


• Excellent communication and collaboration abilities.


• Strong analytical and problem-solving skills. Familiarity with product analytics and testing tools (e.g., Quantum Metric, Google Analytics, Optimizely, Pendo).