Customer Experience Consultant, CX Lab

Google - Mountain View, CA4.3

Full-time
At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

We are committed to building an ever more diverse, equitable, and inclusive gUP, and consider this the foundation upon which individual, team, and user success are built. We're also committed to innovation not only in the content of our work, but in the way we work. Check out this blog post on our Chameleon program.

The CX Lab conducts customer experience research on advertisers who use Google Marketing Solutions products, including Google Ads. Business owners and marketing professionals depend on these products to help their companies grow.

As a Customer Experience Consultant in the CX Lab, you’ll conduct phone-based research on the advertiser experience, working closely with Product Management, Engineering, UX, Sales, Marketing and Support teams to understand advertiser needs. You'll conduct strategic research through consultations to build great experiences for a wide range of advertisers. You will speak directly with advertisers to run experiments, gather data and share learnings with internal stakeholders. You'll work to help shape advertisers' satisfaction and help develop future Google advertising products and programs.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of solution-oriented trusted advisors support millions of customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities
Conduct research consultations with advertisers.
Create data-backed insights for Product, Marketing, User Experience (UX), Sales and Support teams to improve the customer experience for advertisers using Google Marketing Solutions.
Assist with research design planning, briefing and scaling, including analyzing participants' responses and sharing feedback on the process.
Conduct project management and operations tasks, including partnering with vendors and ensuring the engagement of relevant advertiser profiles.
Qualifications

Minimum qualifications:
Bachelor's degree or equivalent practical experience.
1 year of experience working with Google Ads.
1 year of experience in internet, advertising, e-commerce, publishing, online services or ad sales.

Preferred qualifications:
Digital campaign management experience, including Google Ads certification.
Demonstrated experience communicating with Google Ads advertisers and generating insights to improve their customer experience.
Comfortable operating in a rapidly-changing, fast-paced environment, with the ability to manage shifting priorities, complex workflows and evolving products.
Excellent strategic thinking, problem-solving and data analysis skills.
Self-directed and motivated, with excellent multi-tasking skills and an ability to manage projects with minimal oversight.
Excellent communication and active listening skills, with the ability to communicate over the phone in a clear and concise manner.
At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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