Customer Experience Manager

About the role

The CX Manager will transform customer experience into a competitive advantage by orchestrating end-to-end journeys that support business objectives. Key responsibilities include gathering and analyzing customer feedback, developing CX roadmaps, and implementing solutions to improve customer satisfaction.

Responsibilities

• Create cardholder journey maps across servicing touchpoints and self-service options (web/app).
• Analyze VoC data and other unstructured feedback 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.
• Champion a culture of intentional design, bridging strategy and delivery, and ensuring that identified pain points result in tangible improvements.
• Partner and lead relationships with key external agencies 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.
• Translate findings, recommendations, and progress to senior leadership.

Requirements

• Bachelor degree or equivalent education.
• 5+ years of experience in CX, client enablement, customer support, marketing, or other client-facing roles 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.
• Strong analytical skills 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.
• Detail-oriented, organized, and adept at managing competing priorities.

Qualifications

• Capable of operating autonomously and without existing playbooks.
• Nice-to-haves include 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, proven success in integrating AI solutions into customer operations, and experience in the San Francisco Bay area or New York City.

Skills

• Strategic thinking with hands-on execution in a fast-paced environment.
• Storytelling to translate complex data and ambiguous problems into actionable recommendations.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
• 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.
• Strong analytical skills 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.
• Detail-oriented, organized, and adept at managing competing priorities.

Benefits

Marqeta offers multiple health insurance options, flexible vacation time, retirement savings program with company contribution, equity in a publicly-traded company, monthly stipend to support remote work model, annual “development dollars” to support people growth and development, family-forming benefits, and up to 20 weeks of Parental Leave.

Pay

The new-hire base salary range for this position is: National: $123,000-$153,800, Premium: $133,100-$166,400, Premium Plus: $144,700-$180,900.

Schedule

This role can be performed remotely anywhere within the United States.