Lead Customer Experience Manager (Fintech)

Customer Experience Manager

Company

Marqeta, Inc.

Conditions

6 days ago LeadSalary: 123K - 181KUnited States Remote Customer Support Jobs by Marqeta, Inc.

Marqeta, Inc. Marqeta is a card-issuing and payment-processing technology company. Its platform helps fintechs, financial institutions, and technology companies build and manage debit, credit, prepaid, and virtual card programs. Oakland, USA Funding Unknown ($2.1M) Private Equity ($150M) Series D ($45M) Investors 83North ICONIQ Capital Vitruvian Partners Lauder Partners IA Capital Group About Marqeta, Inc. Marqeta provides a modern, API-driven card issuing platform for embedded payment and financial-service experiences. It offers card issuing and processing, virtual cards, Just-in-Time funding, dynamic spend controls, PCI-compliant widgets, fraud and risk tools, tokenization, data insights, and program management. Its customers use the platform for consumer and commercial payments, digital banking, credit, supplier payments, expense management, and commercial banking solutions. View jobs by Marqeta, Inc.

Skills

Amazon Connect Ccaas Ces Change Management Crm Csat Customer Experience Customer Loyalty Customer Satisfaction Data Analysis Design Thinking Fcr Fintech Generative Ai Journey Mapping Medallia Nps Payment Qualtrics Service Blueprinting Telephony Voice Of Customer Zendesk

About the Role

You will shape customer experience strategy and improve client and cardholder journeys across service and self-service touchpoints. You will analyze feedback, identify root causes and opportunities, create a CX roadmap, implement prioritized systems and processes, track customer metrics, and communicate recommendations and progress to senior leadership.

Requirements

• Bachelor degree or equivalent education
• 5+ years of experience in customer experience, client enablement, customer support, marketing, or another client-facing role
• Customer experience frameworks
• Journey mapping
• Service blueprinting
• Design thinking
• CX metrics and voice-of-customer methodologies, including NPS, CSAT, CES, and FCR
• Strategic thinking and hands-on execution
• Data-driven decision-making
• Communication, collaboration, and cross-functional stakeholder influence
• Autonomous work and priority management

Responsibilities

• Create cardholder journey maps across service touchpoints and web and app self-service options
• Analyze voice-of-customer data and unstructured feedback to identify trends, opportunities, and root causes
• Develop a CX roadmap with listening posts, feedback forums, measurement tools, and AI capabilities
• Lead implementation of systems, processes, service standards, and change-management initiatives
• Champion the customer perspective and collaborate across Operations, Product, Engineering, and GTM
• Lead relationships with external agencies and partners supporting the CX strategy
• Track and report customer loyalty and satisfaction KPIs and link them to business outcomes
• Support development of a CCaaS strategy
• Translate findings, recommendations, and progress for senior leadership

Benefits

• Multiple health insurance options
• Flexible vacation time
• Retirement savings program with company contribution
• Equity in a publicly traded company
• Monthly remote-work stipend
• Family-forming benefits
• Up to 20 weeks of parental leave

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