Customer Experience Manager

📋 Description

• Create journey maps across servicing touchpoints and self-service options.
• Analyze VoC data to identify trends and root causes.
• Develop CX roadmap with listening posts and AI-enabled feedback tools.
• Lead the implementation of CX systems, processes, and service standards.
• Advocate for customer perspective across Ops, Product, Eng & GTM.
• Track CX performance metrics and link to business outcomes.

🎯 Requirements

• Bachelor degree or equivalent.
• 5+ years in CX or related roles.
• Knowledge of CX frameworks (journey mapping, service blueprinting, design thinking).
• Knowledge of CX metrics and VoC methods (NPS, CSAT, CES, FCR).
• Fintech/banking/payments or financial services ops experience.
• Experience with telephony, CRM and VOC systems (Amazon Connect, Zendesk, Qualtrics).

🎁 Benefits

• Health insurance options
• Flexible vacation time
• Retirement savings with company contribution
• Equity in a publicly-traded company
• Monthly remote work stipend
• Annual development dollars