Senior Strategic Program Lead
Core
Own end-to-end customer experience strategy and program management for identity verification, account recovery, login, and new-user KYC onboarding journeys.
Role type
Senior Strategic Program Lead (Customer Experience)
Builds
Long-term CX plans, program scorecards, and launch readiness for identity and onboarding product releases.
Domain
Fintech / Customer Experience / Identity & Onboarding
Deliverable
product features
Required skills
Program management, customer experience strategy, data-driven business cases, cross-functional partnership, launch readiness, generative AI utilization
Preferred skills
Experience with Eliminate/Automate/Optimize frameworks, AI-driven efficiency improvements
Technologies
Generative AI
Responsibilities
Build and operationalize long-term CX plans informed by customer feedback and market trends; Partner with Product, Engineering, and Design to influence roadmaps; Develop and maintain program scorecards tracking contact rates, CSAT, and automation effectiveness; Drive launch readiness for product releases; Optimize operations through an Eliminate, Automate, Optimize framework
