Customer Experience Senior Associate

Runna

We're putting together a talented team to build the #1 training platform for Runners We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. We’re growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were acquired by Strava! Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 ABOUT THIS ROLE This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands-on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction. You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards. Working closely with cross-functional teams, you’ll ensure customer insights are translated into meaningful product and experience improvements. This is a high-impact role with strong growth potential, offering the opportunity to scale a team and influence the overall customer journey. WHAT YOU’LL DO 1. Lead & Elevate the Customer Experience Team in the US * Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints * Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth * Build a strong, customer-first culture grounded in empathy, accountability, and continuous improvement 2. Support Customer Experience Performance & Operations * Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey * Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience * Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery 3. Support Customer Insights & Experience Improvement * Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows * Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience * Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making 4. Handle Escalations & Experience Design * Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution * Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process * Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions 5. Support US CX Operations & Growth * Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working * Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations * Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience     WHAT YOU’LL BRING TO THE TEAM 1. Leadership & Customer Experience Expertise * 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams * Strong ability to balance strategic thinking with operational execution * Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization 2. Operational & Strategic Excellence * Proven ability to define, measure, and improve CX performance through data-driven decision-making * Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously * Experience building and optimizing processes in fast-paced, scaling environments 3. Customer-Centric & Insight-Driven Mindset * Deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements * Comfortable working with ambiguity and leading through change * Strong problem-solving skills with a focus on proactive, experience-driven solutions rather than reactive support 4. Tools & Systems * Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace * Familiarity with CX platforms, feedback tools, and CRM systems (intercom preferred) BENEFITS We’re offering a salary of $92,800 - $98,500, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the USA 🇺🇸 1. 🏢 Flexible working – we typically spend 3 days a week together in the office. 2. 🏝️ 25 days holiday, plus bank holidays 3. 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!) 4. 🧘 Headspace membership 5. 💸 Money every year to spend on gear, events and the gym! 6. 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. 7. 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress 8. 🥕Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. Please see more info on our amazing benefits here: Benefits at Runna OUR INTERVIEW PROCESS Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: 1. Introductory chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task and second round task interview with Sina (Head of Customer Experience) and Chris (UK Customer Experience Lead) (60 minutes video call) 3. Final round with Sina (Head of Customer Experience) and another CX team member (30 minute video call) Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!

Runna

We're putting together a talented team to build the #1 training platform for Runners We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. We’re growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we’ve built & in 2025 we were acquired by Strava! Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 About This Role In the Technical Support team at Runna, we handle the more technical questions and help troubleshoot app issues. Working closely with the Customer Experience team, we filter conversations so only the most complex problems reach the Tech Team. This frees up the Tech Team to spend less time on Intercom and more time improving the app by building new features and fixing bugs! This role is perfect for someone who thrives on problem-solving, is passionate about fitness, and takes pride in delivering exceptional user experiences. As a member of our Technical Support team, you will be pivotal in ensuring customer satisfaction, resolving issues, and creating positive relationships with our community! The ideal candidate likes getting stuck into complicated problems and understanding how to solve them. This role requires you to work a weekend day (i.e. Tuesday > Saturday). We follow a flexible hybrid model that translates to more than half of your time on-site – 3 days per week in office based in Denver, CO. WHAT YOU’LL DO: 1. You’ll be the first point of contact for Runna’s * Help Runna’s who have questions or run into technical issues with the app. You’ll spend your day answering technical queries, helping users troubleshoot problems, and making sure they have a smooth and stress-free experience. * This role doesn’t involve coding or debugging code, but you’ll still play a key part in resolving issues by guiding users and passing anything complex to the right team. 2. Providing Technical Support via Intercom * Deliver fast, professional technical support through our in-app platform, maintaining a world-class standard of service. * Guide users to get the most out of the Runna App, helping them reach their running goals while building enthusiasm for training. * Set the benchmark for customer support excellence in the fitness industry. 🚀 3. Supporting Colleagues via Escalation Channels * Provide technical expertise and support to frontline teams when issues need escalation. * Communicate with Product and Tech teams to solve challenges effectively. WHAT YOU’LL BRING TO THE TEAM: 1. Customer-Focused Experience * Experience in a customer-facing role such as customer support or technical assistance. * Strong written and verbal communication skills for effective online user interactions and internal teams. 2. Organisational Skills * Strong attention to detail with the ability to manage multiple tasks efficiently. * Proactive in identifying and suggesting improvements to enhance user experience. 3. Problem-Solving Mindset * Ability to solve complex problems and create user-focused solutions. * Self-motivated to research and test solutions within the app. 4. Software knowledge * Experience with tools such as Intercom, Jira, Slack, Notion, and Google Workspace is a plus. * Basic coding knowledge is helpful but not essential. BENEFITS: Overview of our benefits are below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the USA 🇺🇸 * 🏢 Flexible working – we typically spend 3 days a week together in the office. * 🏝️ 25 days holiday, plus bank holidays (which you can take whenever suits you) * 📱Free Runna & Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for holiday presents!) * 🧘 Headspace membership * 💸 Money every year to spend on gear, events and the gym! * 🏥 Health insurance (including Dental and Vision) and workplace 401K scheme. * 💖Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress * 🥕Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process. OUR INTERVIEW PROCESS Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages: 1. Introductory chat with Josh, Talent Partner (20-minute video call) 2. Take Home Task (~60 minutes) then a Technical Interview with Iris (Tech Support Team Lead) and Sam (Tech Support Associate Team Lead) (60 minutes video call) 3. Final Interview with James (Tech Support Specialist) and another Technical Support member (30 minute video call) Please let us know if there’s anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!

Moniepoint

ABOUT US Ranked in 2024 by the Financial Times, Moniepoint is Africa’s fastest growing fintech, trusted by over 10 million business and individual accounts, processing billions of Naira’s in transactions monthly. Our mission is to enable financial happiness for every African, everywhere. ABOUT THIS ROLE The CX Researcher is responsible for conducting in-depth qualitative and mixed-methods research to uncover customer behaviours, motivations, needs, and pain points across Moniepoint's products and services. The role is embedded directly within a product org unit, working alongside product managers, engineers, and designers as a full member of the team. The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process. At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members. RESPONSIBILITIES * Research Design & Execution: Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups. Lead the design and execution of complex, multi-method research projects with minimal supervision. Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions. Recruit and manage participants for research studies, ensuring diverse and representative samples. Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants. Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned. * Data Analysis & Synthesis: Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping. Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs. Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas. Identify key customer pain points, unmet needs, and opportunities for product improvement. * Customer Satisfaction & Journey Ownership: Track and analyse customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction. Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked. Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation. Collect and synthesise feedback from commercial and relationship-facing teams in your geography. * Insight Dissemination & Advocacy: Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes. Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences. Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports. Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly. Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization. * Community of Practice & Team Contribution: Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function. Mentor and provide guidance to junior team members, sharing best practices and fostering skill development. Participate actively in team knowledge sharing and contribute to building a strong research culture across the function. EXPERIENCE & BACKGROUND * 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently.  * Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.  * Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field. * Master's degree in a relevant field (Preferred). * Experience with mixed-methods research, combining qualitative and quantitative data (Preferred). * Familiarity with financial technology (fintech) or banking products and services (Preferred). SKILLS & COMPETENCIES * Excellent interviewing, moderation, and observation skills.  * Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively.  * Empathy, curiosity, and a passion for understanding people and their experiences.  * Ability to work collaboratively in a fast-paced, agile, embedded team environment.  * Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred).  * Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred). WHAT SUCCESS LOOKS LIKE IN THIS ROLE * Quality and depth of customer insights generated and shared with product teams.  * Positive movement in customer satisfaction metrics for the journeys owned by the researcher's org unit.  * High rate at which research recommendations are acted on by product teams.  * Consistency of customer contact — ongoing, not episodic.  * Timeliness and effectiveness of research project execution within agreed turnaround windows.  * Stakeholder satisfaction with research collaboration and insight quality