Staff Customer Experience Strategist

About the role

For our client, we are seeking a Staff Customer Experience Strategist to join the team of a leader in the Finance & Insurance space. This role will focus on shaping customer experience strategy through data-driven insights, with a particular emphasis on payments and SaaS environments. You will analyze customer journey signals, identify friction points, and translate findings into actions that improve retention, onboarding, and operational performance. The position partners closely with cross-functional stakeholders across Product, Engineering, Operations, and other teams to influence company-wide improvements. You will also help advance the organization’s use of AI and automation to enhance service delivery and customer outcomes. Location: Remote - US based candidates only, no visa sponsorship available.

Pay

Compensation: $100,000+ annually

Responsibilities

• Uncover key opportunities to enhance customer journeys by analyzing contact and churn data
• Diagnose root causes of user experience issues related to products and processes
• Define priorities for improving operational processes impacting SaaS and payments
• Transform data insights into actionable business decisions to reduce churn and improve retention
• Identify improvements using automation and AI while guiding product development efforts
• Influence strategic improvements by collaborating with various stakeholders across the organization
• Strengthen the customer experience analysis capability to drive data-informed decisions

Qualifications

• 5-7 years of experience in payments, fintech, SaaS, or customer experience strategy
• Deep understanding of payment processes including funding, settlement, and chargebacks
• Experience using data to improve customer and operational metrics such as churn and onboarding
• Hands-on data proficiency with tools like SQL and Databricks
• Strong problem-solving and business judgment skills related to customer insights
• Experience enhancing customer experience through AI and automation initiatives
• Effective cross-functional communicator capable of influencing stakeholders

Benefits

• Opportunity to work cross-functionally with various departments like Product, Engineering, and Operations
• High-impact role influencing company-wide customer experience strategies
• Involvement in cutting-edge initiatives using AI and automation to enhance services