Director of Customer Experience
Core
Architect, execute, and scale the holistic customer acceptance journey for issuing institutions, merchant acquirers, and cardholders within the global payments ecosystem.
Role type
Director of Customer Experience (Strategy & Operations)
Builds
Multi-year CX strategy, optimized B2B/B2B2C/B2C payment journeys, and executive reporting on CX performance.
Domain
Financial Services / Fintech / Global Payments
Deliverable
dashboards & analysis
Required skills
Strategic CX leadership, Journey mapping, Voice of the Customer (VoC) synthesis, Cross-functional stakeholder management, Global team leadership, KPI definition and ROI analysis
Preferred skills
Financial services/payment network operations experience, Enterprise CX/CRM platforms (Salesforce, RMS, Qualtrics, Medallia), Process optimization (Lean, Six Sigma, Agile, Design Thinking)
Responsibilities
Develop and execute a comprehensive, multi-year Customer Experience (CX) strategy; Map complex B2B, B2B2C, and B2C journeys across the payment lifecycle; Build robust feedback loops to aggregate quantitative data and qualitative insights; Partner with Analytics, Sales, and Compliance teams to design end-user experiences; Lead, mentor, and scale a global team of Customer Experience associates; Establish clear Key Performance Indicators (KPIs) and tie improvements to business outcomes.
Seniority
Director, strategic leadership with hands-on execution
