Experience Lead
Core
Connect CX insights with product ideation to influence product decisions, challenge assumptions, and drive improvements in CS content and processes.
Role type
Senior individual contributor Experience Lead (CX Product Operations)
Builds
Agent-facing content (guides, FAQs, walkthroughs, macros) and insight-to-action loops for product and process recommendations
Domain
FinTech / Digital Banking
Deliverable
product features
Required skills
CX content authoring, Voice of Customer/Agent analysis, stakeholder management, analytical mindset, product roadmap influence, operational data interpretation
Preferred skills
Tech/digital banking background, experience influencing product teams
Technologies
CX platforms, analytics tools
Responsibilities
Author and maintain CX content for product scope; Represent agent feedback and customer insights in product discussions; Monitor ticket trends and QA results to detect friction points; Drive insight-to-action loops by translating CX signals into recommendations; Ensure CX risks and dependencies are surfaced and escalated
Seniority
Senior, hands-on IC
