Customer Experience (CX) Lead

Purpose We are seeking an experienced Customer Experience (CX) Lead to own and elevate end-to-end customer experience across our digital financial products and services. This role is critical to driving customer satisfaction, retention, trust, and long-term value in a highly regulated fintech environment. Role Overview The Customer Experience Lead will design, implement, and continuously improve customer journeys across onboarding, transactions, support, and lifecycle engagement. You will work cross-functionally with Product, Engineering, Compliance, Operations, and Growth teams to ensure every customer interaction is seamless, compliant, and aligned with business goals. Responsibilities Own the end-to-end customer experience strategy across all touchpoints Design and optimize customer journeys for fintech products and services Lead customer support and experience teams to deliver high-quality service Define and track CX KPIs including NPS, CSAT, churn, resolution time, and retention Partner with Product and Engineering to translate customer feedback into product improvements Ensure customer experience processes comply with financial regulations and internal controls Implement customer feedback loops, surveys, and voice-of-customer programs Handle escalations and resolve complex customer issues professionally and efficiently Drive process automation and efficiency across customer support operations Develop CX playbooks, training materials, and service standards Required Experience & Skills: 5–8+ years of experience in customer experience, customer success, or operations Mandatory experience in fintech or financial services (banking, payments, lending, digital finance) Strong understanding of regulated environments (KYC, AML, consumer protection) Proven experience managing CX or support teams Strong analytical skills with ability to interpret customer and operational data Excellent communication, stakeholder management, and problem-solving skills Ability to balance customer advocacy with business and compliance requirements Bachelor’s degree in Business, Finance, Communications, or related field Nice to Have: Experience working with digital banking, payments, lending, or investment products Familiarity with CRM, ticketing, and CX tools (Zendesk, Freshdesk, Intercom, HubSpot, etc.) Experience scaling CX operations in a fast-growing fintech Certifications in customer experience or service management What We Offer Leadership role with direct impact on customer trust and retention Opportunity to shape customer experience strategy in a growing fintech Collaborative, fast-paced, and impact-driven work environment