Senior CX Strategy & Onboarding Lead

Coinbase; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a Senior Strategic Program Lead in Customer Experience to own onboarding journeys, from identity verification to KYC, partnering with Product, Engineering, and Design. The role centers on turning customer friction into prioritized product work with measurable impact.

You will use data to inform roadmaps, build scorecards, and drive AI-enabled improvements while maintaining human oversight for quality and efficiency.

Qualifications

• 5+ years in product, program management, CX, or operations at enterprise scale.
• Ability to use data (contact rates, CSAT, retention) to build business cases and influence roadmaps with AI.
• Partner with Product, Engineering, Design, and Analytics to drive measurable customer outcomes.
• Experience leading launch readiness and cross-functional program execution.
• Responsible use of generative AI with human oversight for business-ready outputs.

Responsibilities

• Own end-to-end CX strategy and program management for Identity and Onboarding.
• Influence roadmaps with product and design to ensure high-quality experiences.
• Build and maintain scorecards tracking key metrics and frame opportunities.
• Drive launch readiness for Identity and Onboarding releases with instrumentation.
• Develop strategies to optimize operations using an Eliminate, Automate, Optimize framework.

Skills

CX strategy

Program management

Data analysis

Cross-functional collaboration

AI in product

Job description

Coinbase is seeking a Senior Strategic Program Lead in Customer Experience to own onboarding journeys, from identity verification to KYC, partnering with Product, Engineering, and Design. The role centers on turning customer friction into prioritized product work with measurable impact.

You will use data to inform roadmaps, build scorecards, and drive AI-enabled improvements while maintaining human oversight for quality and efficiency.