Payments Client Experience Strategy - Vice President

You are a strategic and analytical thinker, capable of analyzing trends, aligning client needs, and support the smooth release, adoption of and continued engagement with our products.

Leverage your analytic skillset to unlock the future of product innovation and help shape how clients experience our offerings

As the Client Experience Strategist within the Merchant Services team, you will work closely with Product, Sales, and Operations teams to evaluate customer feedback, pinpoint areas for enhancement, and create actionable insights.

Job responsibilities


* Conducts comprehensive analysis on customer feedback to evaluate trends, and client behavior


* Understand user behavior, pain points & competitive user experience gaps in our client offerings.


* Own the ongoing optimization and iteration of our small business merchant experience from onboarding to ongoing management; Identify UX friction in our end-to-end workflows including client onboarding, internal reporting, and drive improvements to our products


* Create success metrics and roles and responsibilities for execution


* Collaborate with partners to define customer experience strategic improvements, implement strategy and measure impact by planning coordinating with the appropriate teams, such as product, servicing, operations and risk.


* Analyze customer experience trends to identify areas for improvement and develop actionable insights.


* Organize and host forums to share insights with stakeholders and gather feedback.


* Develop modern and easy-to-follow CSAT and NPS decks to present insights and recommendations.


* Collaborate with the support team to ensure content is relevant, up-to-date, and effectively addresses customer needs.


* Guide and direct the creation of helpful tips and videos to enhance our support content and influence customer satisfaction.

Required qualifications, capabilities, and skills


* 5+ years of experience or equivalent expertise in Marketing, Customer Experience, Product, or Project Management


* Strong understanding of risk management and controls, regional and local nuances, and governance requirements


* Proven ability to comprehend and interpret market regulatory requirements to confirm and secure required market approvals and operational requirements


* Proficiency in Microsoft Word, Excel, and PowerPoint


* Strong communication skills and ability to explain product related customer feedback to stakeholders


* Proven experience in customer experience, project management, or a related field.


* Strong analytical skills with the ability to interpret data and trends.


* Excellent communication and presentation skills.


* Experience in guiding the creation of engaging content, including videos and written materials.


* Ability to work collaboratively with cross-functional teams.


* Proficiency in tools and software for creating presentations and videos.

Strong organ...