Job
Core
Strategic Customer Experience, AI & Data Manager responsible for transforming customer feedback and operational data into business improvements, leading AI support automation, and managing a VIP support program.
Role type
Senior Customer Experience & AI Strategy Manager
Builds
AI-powered support automation workflows, Voice of the Customer programs, and premium White Glove VIP support services
Domain
Fintech / Web3 / DeFi
Deliverable
dashboards & analysis
Required skills
Customer Experience strategy, Customer Operations, Support Analytics, AI support tool management, BI dashboarding, Stakeholder management
Preferred skills
Fintech/Crypto domain knowledge, SQL, Voice of the Customer program experience, KYC/Fraud/AML operations
Technologies
Zendesk, Forethought AI, Metabase, Looker, Tableau
Responsibilities
Own the Voice of the Customer program and convert insights into business improvements; Identify customer pain points using support data, CSAT, and operational metrics; Drive initiatives to reduce customer contacts via product improvements and automation; Optimize Forethought AI performance for better automation and CX; Build dashboards on customer satisfaction, support performance, and AI effectiveness; Lead the White Glove VIP Support Programme; Partner with Product and Engineering to improve the end-to-end customer journey
Seniority
Senior, hands-on IC with strategic ownership