Customer Experience Manager

Marqeta

Remote · full-time

As Marqeta’s&nbsp; CX Manager, you will be at the forefront of transforming customer experience into a competitive advantage.&nbsp; This role puts you in the driver's seat to revolutionize how we deliver exceptional client and cardholder experiences by orchestrating end-to-end journeys that also support our business objectives.&nbsp;&nbsp; The CX Manager will be responsible for gathering, analyzing, and interpreting direct and indirect customer feedback to identify trends, pain points, and opportunities for improvement across the entire customer journey.&nbsp; Analytical strength is required to lay the insights foundation for your action-leading initiatives, both delighting our customers and delivering measurable business impact.&nbsp; You will use storytelling to translate complex data and ambiguous problems into recommendations that you will manage from concept through execution.&nbsp;&nbsp; In this new critical role, you will have a strong influence in how CX strategy is developed within Marqeta and operate in a fast paced, dynamic environment.&nbsp; Your mission will be to champion a culture of intentional design, bridging strategy and delivery and ensuring that the identified pain points result in tangible improvements, delighting our customer base. We work <a href="https://www.marqeta.com/blog/2022/05/10/flexible-first">Flexible First</a>. This role can be performed remotely anywhere within Ontario or British Columbia, Canada. We’d love for you to join us! This position is not for an existing vacancy. The Impact You’ll Have <ul> <li style="font-size: 10pt;">Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows.</li> <li style="font-size: 10pt;">Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues.</li> <li style="font-size: 10pt;">Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities.</li> <li style="font-size: 10pt;">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.</li> <li style="font-size: 10pt;">Act as the champion for the customer perspective within the organization, fostering a customer-centric culture while liaising across Ops, Product, Eng &amp; GTM to implement product, technology and support solutions to priority customer pain points.</li> <li style="font-size: 10pt;">Partner and lead relationships with key external agencies in partners in support of the CX strategy.</li> <li style="font-size: 10pt;">Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes.</li> <li style="font-size: 10pt;">Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients.</li> <li style="font-size: 10pt;">Translate findings, recommendations and progress to senior leadership.</li> <li style="font-size: 10pt;">Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities .</li> </ul> <h3>Who You Are</h3> <ul> <li style="font-size: 10pt;">Bachelor degree or equivalent education</li> <li style="font-size: 10pt;">5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment</li> <li style="font-size: 10pt;">Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives&nbsp;</li> <li style="font-size: 10pt;">Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking</li> <li style="font-size: 10pt;">Knowledge of CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR) and how they inform strategy</li> <li style="font-size: 10pt;">Ability to balance strategic thinking with hands on execution in a fast-paced environment</li> <li style="font-size: 10pt;">Strong analytically with the ability to structure complex problems and enable data-driven decisions</li> <li style="font-size: 10pt;">Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders&nbsp;</li> <li style="font-size: 10pt;">Capable of operating autonomously and without an existing playbooks</li> <li style="font-size: 10pt;">Detail-oriented, organized, and adept at managing competing priorities</li> </ul> <h3>Nice-To-Haves</h3> <ul> <li style="font-size: 10pt;">3+ years in fintech, banking, payments or financial services operations</li> <li style="font-size: 10pt;">Experience managing or coordinating with BPO partners and various geographical sites</li> <li style="font-size: 10pt;">Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.)</li> <li style="font-size: 10pt;">Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations</li> </ul> <h3>Your Manager</h3> <ul> <li style="font-size: 10pt;">Katie Clark, Head of Partner Operations &amp; Experience Transformation</li> </ul> <h3>Recruiter For This Role</h3> <ul> <li style="font-size: 10pt;">Agata Wojciechowska&nbsp;</li> </ul> <h3>Typical Process</h3> <ul> <li style="font-size: 10pt;">Application Submission</li> <li style="font-size: 10pt;">Recruiter phone call</li> <li style="font-size: 10pt;">Hiring manager video call</li> <li style="font-size: 10pt;">Virtual “Onsite” consisting of 4-5, 45 min calls</li> <li style="font-size: 10pt;">Offer!</li> </ul> At this point, we hope you're feeling excited about the role. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apa

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