Customer Experience Manager (Fintech)

TL;DR

Customer Experience Manager (Fintech): Enhancing customer interactions across their journey from onboarding to long-term engagement with an accent on analyzing customer feedback and collaborating with Product and Customer Success teams to implement changes. Focus on shaping customer journeys, identifying friction points, and defining CX metrics in a product-led FinTech environment.

Location: Remote-first team mainly across Europe

Company

A confidential, product-led FinTech company with ~60 employees across Europe, building a digital financial platform.

What you will do

• Improve customer experience across the full product lifecycle (onboarding to long-term usage).
• Analyze customer journeys and feedback, identify friction points.
• Collaborate with Product and Customer Success teams to implement improvements.
• Utilize Intercom for customer conversations, feedback, and trend analysis.
• Define CX metrics and support initiatives for retention and satisfaction.
• Influence CX prioritization for enterprise customer focus.

Requirements

• 2–5 years experience in CX, Customer Success, Support, or similar roles.
• Strong interest in customer journeys and product experience.
• Ability to work with qualitative feedback and basic customer data.
• Clear communication and cross-functional collaboration skills.
• Curious mindset with an interest in improving processes and tools.

Nice to have

• Hands-on experience with Intercom.
• Experience working in product-led SaaS or FinTech environments.

Culture & Benefits

• Remote-first team, mainly across Europe.
• Product-led culture with a growing enterprise focus.
• Short decision paths and close collaboration across teams.