Figment Jobs in Canada

Figment is backed by some of the world’s best investors. In December of 2021, we raised a $110M Series C led by Thoma Bravo to double down on our mission to power the next generation of decentralization.

The role

Building experiences for staking is at the cutting edge of crypto. Staking is a slowly waking giant, with a projected market cap of $40 billion. As it is new and fresh, it is also misunderstood and nuanced. We are on a mission to change that. Staking adoption hinges on the understandability, data transparency, urgency and optionality we can create in users minds.

We are looking for an extremely entrepreneurial Product leader who values moving quickly and delivering sticky outcomes. Our customers span traders, VCs, engineers, analysts, high net-worth individuals, channel partners, custodians and eventually banks and traditional finance. Potentially even retail. We’d like to empower them using automation, faster integration cycles, data, visualizations and tools where necessary.

As the leader of the staking customer experience, you will own the customer journey. Leading the charge on defining a stellar experience, you’ll guide the user through the unknowns of their first staking journey, delighting and wowing them. As your users become more sophisticated, your experiences will mature with them. As if almost reading their minds, you’ll deliver insights, data and analytics that make portfolio management, investing, operations and integrations as addictive as TikTok.

In addition to powering staking experiences, Figment’s customer experience has the potential to do something bigger. Our protocol research team sets us apart with its distinct, state of the art protocol knowledge and community. How can we use this knowledge to create unique learning experiences? How can we customize this knowledge for user needs? Think intelligent, well-calibrated onboarding flows that guide and make recommendations, while also offering deep education. Done well, this will create enduring customer relationships.

Our customer experience has the power to become our differentiator. It will lean on storytelling, empowering our customers' with insights, and unleashing the power of our research to set us apart.

Responsibilities:

• Lead a group of product teams to deliver a unified experience across branding, sales, onboarding and customer success. Managing the entire customer relationship.
• Build a customer experience strategy and roadmap across the customer journey and tuned to our customer personas
• Develop solid relationships with direct customers, channel partners and institutions to understand needs and jobs to be done
• Be a strong cross-functional partner - Collaborate, communicate and get buyin on strategy and tactics across Finance, Marketing, Sales and Engineering
• Work closely with design, research, analytics and engineering partners to architect our consumer experience.
• Create a nuanced, differentiated product offering thru defining user personas across finance, trading, engineers, high net worth individuals etc.
• Instrument data, analytics and research into product and processes
• Deliver seamless onboarding and customer education flows along the staking journey
• Deliver data, insights, optimization capabilities, visualize historical and go forward yield in a way that allows us customers to intuitively grok ROI intuitively and maximize returns
• Develop a strong understanding of protocol research and develop a roadmap to embed protocol learning and updates into the customer journey
• Develop and deliver on customer experience and success KPIs such as reduced CAC, high NPS etc.
• Partner with our data team to define a data roadmap that delivers best in class data and insights
• Mentor and inspire a team of PMs, analysts and researchers
• Inspire and motivate cross organizational teams of engineers, sales and marketing

Who you are

• Bachelors or Masters Degree, or commensurate experience
• 8+ years of experience in PM or related field
• Have strong empathy for users and other stakeholders
• Have experience leading and managing a team of people
• Prior experience owning and architecting customer experiences end to end
• Analysis and research oriented with an ability to make decisions using both quantitative and qualitative data
• Have a strong understanding of data, visualization and storytelling through data
• Have experience standing up MVPs and working on 0-1 problems

Not required but a plus if you have

• Knowledge of how blockchains, smart contracts and networks work.
• Experience with SaaS or API business models
• Experience on Growth teams
• Have experience working with financial, data-heavy and/or trading experiences
• Have experience with CRM, automation and reporting systems