Customer Experience Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $123k - $153.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Marqeta

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💳 Fintech

🤝 B2B

💰 Post-IPO Equity on 2021-06

Fintech • B2B • Payments

Marqeta is a leading modern card issuing platform that empowers businesses to integrate comprehensive credit and payment solutions seamlessly into their processes. Specializing in debit, credit, prepaid, and virtual cards, Marqeta provides dynamic spend controls, Just-in-Time (JIT) funding, and ensures compliance and risk management. The platform supports digital wallets, tokenization, and embedded finance, catering to industries such as digital banking, expense management, and on-demand services. With its open APIs, Marqeta facilitates the creation and management of card products, offering scalability and flexibility for enterprises ranging from startups to global companies.

📋 Description

• Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows. • Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues. • Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities. • Lead the implementation of systems, processes, service standards and change management efforts across all initiatives recommended and prioritized for deployment that support the CX vision. • Act as the champion for the customer perspective within the organization, fostering a customer-centric culture while liaising across Ops, Product, Eng & GTM to implement product, technology and support solutions to priority customer pain points. • Partner and lead relationships with key external agencies in partners in support of the CX strategy. • Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes. • Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients. • Translate findings, recommendations and progress to senior leadership. • Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities .

🎯 Requirements

• Bachelor degree or equivalent education • 5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment • Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives • Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking • Knowledge of CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR) and how they inform strategy • Ability to balance strategic thinking with hands on execution in a fast-paced environment • Strong analytically with the ability to structure complex problems and enable data-driven decisions • Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders • Capable of operating autonomously and without an existing playbook • Detail-oriented, organized, and adept at managing competing priorities

🏖️ Benefits

• Multiple health insurance options • Flexible vacation time • Retirement savings program with company contribution • Equity in a publicly-traded company • Monthly stipend to support our remote work model • Annual “development dollars” to support our people growth and development • Family-forming benefits and up to 20 weeks of Parental Leave