Key skills
Customer Experience ManagementCustomer Journey MappingService BlueprintingDesign ThinkingVoice of Customer (VoC) MethodologiesNet Promoter Score (NPS)Customer Satisfaction (CSAT)Customer Effort Score (CES)First Contact Resolution (FCR)Data AnalysisAI Integration in Customer OperationsTelephony SystemsCustomer Relationship Management (CRM) SystemsAmazon ConnectZendeskQualtricsMedalliaAIGenerative AIAgenticCRMLeadershipChange ManagementCommunicationCollaboration
About this role
Marqeta is on a mission to change the way money moves, and they are seeking a Customer Experience Manager to transform customer experience into a competitive advantage. The role involves analyzing customer feedback to improve the customer journey and implementing strategies to enhance customer satisfaction.
Responsibilities:
- Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows
- Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues
- Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities
- Lead the implementation of systems, processes, service standards and change management efforts across all initiatives recommended and prioritized for deployment that support the CX vision
- Act as the champion for the customer perspective within the organization, fostering a customer-centric culture while liaising across Ops, Product, Eng & GTM to implement product, technology and support solutions to priority customer pain points
- Partner and lead relationships with key external agencies in partners in support of the CX strategy
- Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes
- Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients
- Translate findings, recommendations and progress to senior leadership
- Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities
Requirements:
- Bachelor degree or equivalent education
- 5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment
- Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives
- Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking
- Knowledge of CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR) and how they inform strategy
- Ability to balance strategic thinking with hands on execution in a fast-paced environment
- Strong analytically with the ability to structure complex problems and enable data-driven decisions
- Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders
- Capable of operating autonomously and without an existing playbooks
- Detail-oriented, organized, and adept at managing competing priorities
- 3+ years in fintech, banking, payments or financial services operations
- Experience managing or coordinating with BPO partners and various geographical sites
- Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.)
- Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations