Customer Experience Manager

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. This role involves gathering and analyzing customer feedback, developing CX strategies, and implementing initiatives to enhance client and cardholder experiences.

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