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Customer Experience Manager

3 months, 3 weeks ago
Canada
Full-time
Senior
Customer Success
Design and User Experience
CRM Generative AI
Apply Now
Marqeta

Marqeta

Marqeta is a pioneer in modern card issuing and payment solutions, offering businesses instant card issuance and payment processing through their innovative open API platform.

Diversified Financial Services
251-1K
Founded 2010
View All Jobs 17

Description

  • Create cardholder journey maps across servicing touchpoints and self-service web and app experiences, identifying improvement opportunities.
  • Analyze VoC data and unstructured feedback such as agent focus groups and complaints to uncover trends, root causes, and pain points.
  • Develop the CX roadmap, including listening posts, feedback forums, measurement tooling, and AI capabilities.
  • Lead implementation of systems, processes, service standards, and change management efforts tied to CX initiatives.
  • Champion the customer perspective across the organization and partner with Ops, Product, Engineering, and GTM to address priority pain points.
  • Lead relationships with external agencies and partners in support of the CX strategy.
  • Track, analyze, and report on customer loyalty and satisfaction KPIs and connect them to business outcomes.
  • Support development of the CCaaS strategy for customer service functions.
  • Translate findings, recommendations, and progress updates for senior leadership.
  • Foster a customer-centric culture and support cross-functional culture-building activities.

Requirements

  • Bachelor’s degree or equivalent education.
  • 5+ years of experience in CX, client enablement, customer support, marketing, or another client-facing role in a fast-paced, service-oriented environment.
  • Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking.
  • Knowledge of CX metrics and VoC methodologies such as NPS, CSAT, CES, and FCR.
  • Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
  • Strong analytical skills with the ability to structure complex problems and support data-driven decisions.
  • Strong communication, collaboration, and influence skills with internal and external cross-functional stakeholders.
  • Ability to operate autonomously without existing playbooks.
  • Detail-oriented, organized, and able to manage competing priorities.
  • Preferred: 3+ years in fintech, banking, payments, or financial services operations.
  • Preferred: Experience managing or coordinating with BPO partners and geographically distributed sites.
  • Preferred: Experience with telephony, CRM, and VoC systems such as Amazon Connect, ZenDesk, Qualtrics, and Medalia.
  • Preferred: Proven success integrating AI solutions into customer operations, from generative AI tooling to agentic implementations.

Benefits

  • Base salary range of CAD 117,300 to 146,600.
  • Annual bonuses for eligible employees.
  • 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.
  • Annual development dollars for learning and growth.
  • Family-forming benefits and up to 20 weeks of parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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