Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity.
We have a fantastic opportunity for a customer experience analyst to join our global Process and Experience Team based in India.
We are seeking an individual with support, sales and technical background to join our team and own our end-to-end customer experience and optimization. This opportunity focuses on driving experience improvements and partnering with various teams in parallel, and involves communicating confidently and pro-actively with internal stakeholders throughout the cycle. This role also includes the opportunity to problem solve, create innovative robust recommendations, proposals, for Engineering assignment. This role ultimately helps to drive our support/sales tool transformation.

What You'll Do.
Receiving point of contact for all internal enhancement requests to systems used for collecting, and consolidating customer interaction data.
Identify areas of improvement in tools to enhance products and service offerings to increase usability, satisfaction, and loyalty for our customers as well as improving the agent and customer experience.
Build compelling cases, user stories and product requirements to communicate with engineering/business leaders/cross-functional teams.
Interact with business users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.
Serve as customer/agent advocate recommending and implementing feedback that influences and supports business decisions.
Articulate complex ideas in a simple and understandable manner.
Continuously improve the agent-facing collateral.

Know the Customer:

• Understand the customer profile (demographic/firmographic) & behavioral context.​​
• Anticipate when customers need more personalized touches and build experiences to deliver
• Listen to our customers to identify repeat friction and resolve systemic problems.

Guide the Customer:

• Using advanced technology for effortless digital experiences to empower customers to self-solve​
• Route thoughtfully to focus our 1:1 efforts on high-value customers, driving routine interactions to digital​
• Integrate Sales and CS omnichannel workflows to build a cohesive and seamless experience​
• Adopt Gen AI and automation tools to intuitively assist customers to do more, faster

Create the future for Adobe support tools by building and maintaining complex features in a large-scale, multi-cloud microservices Saa S environment
Own the outcome by taking the initiative and ownership for the application design efforts while always optimizing for quality, scalability and performance
Raise the bar by focusing on continuously innovating and seeking novel methods for addressing complex technical system challenges

What You Need to Succeed
6+ years experience in Support/Sales environment.
Technical background.
Experienced in implementing sales CRM preferred.
Experience that spans across Support delivery roles as well as contributions in the pre-sales domain.
High degree of intellectual curiosity and ability to learn and apply new concepts and technologies in a wide variety of disciplines
Excellent problem-solving skills and solving sophisticated issues in a detailed manner.
Effective communication skills, both written and verbal, with the ability to work well in a collaborative environment.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.