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

Financials

251-1K (958)

Founded 2010

27 open positions

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Customer Experience Manager

1 week, 1 day ago

Canada

Full-time

Senior

Customer Success

Customer and Technical Support

CRM Generative AI

Apply Now

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 27

Description

Create cardholder journey maps across servicing touchpoints and self-service channels to identify CX and support workflow improvements.
Analyze voice-of-customer data and unstructured feedback such as focus groups and complaints to surface trends, pain points, and root causes.
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 prioritized CX initiatives.
Champion the customer perspective across the organization and collaborate with Ops, Product, Engineering, and GTM teams on solutions to customer pain points.
Partner with external agencies and vendors in support of the CX strategy.
Track, report, and connect customer loyalty and satisfaction KPIs to business outcomes.
Support development of a CCaaS strategy for customer service functions.
Translate findings, recommendations, and progress updates for senior leadership.
Foster a customer-centric culture by embodying company values and supporting 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 customer centricity with empathy for customer needs and perspectives.
Experience with customer experience frameworks such as 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 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.
3+ years of experience in fintech, banking, payments, or financial services operations is preferred.
Experience managing or coordinating with BPO partners and multiple geographical sites is preferred.
Experience with telephony, CRM, and VoC systems such as Amazon Connect, Zendesk, Qualtrics, and Medallia is preferred.
Proven success integrating AI solutions into customer operations, from generative AI tooling to agentic implementations, is preferred.

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 professional growth.
Family-forming benefits and up to 20 weeks of parental leave.
Flexible First work model with remote work available anywhere in Ontario or British Columbia, Canada.

Interested in this position?

Apply directly on the company website

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