Customer Experience Manager

ABOUT THE ROLE The Customer Experience Manager will be a key player in transforming customer experience into a competitive advantage for Marqeta. This role requires a strategic thinker who can orchestrate end-to-end customer journeys, gather and analyze customer feedback, and lead initiatives to improve customer satisfaction and drive business impact. WHAT YOU'LL DO As a Customer Experience Manager, you will be responsible for: - Creating cardholder journey maps to identify areas for improvement and develop recommendations for CX enhancements - Analyzing Voice of Customer (VoC) data and other feedback to identify trends, pain points, and opportunities for improvement - Developing a CX roadmap, including listening posts and feedback forums, and implementing systems and processes to support the CX vision - Leading the implementation of change management efforts and fostering a customer-centric culture within the organization - Partnering with external agencies to support the CX strategy - Tracking and reporting on key performance indicators related to customer loyalty and satisfaction - Supporting the development of a CCaaS strategy and translating findings and recommendations to senior leadership WHAT YOU'LL NEED To be successful in this role, you will need: - A Bachelor's degree or equivalent education - At least 5 years of experience in CX, client enablement, customer support, marketing, or a client-facing role in a fast-paced service-oriented environment - A deep understanding of customer centricity and empathy for customer needs and perspectives - Strong knowledge of customer experience frameworks, including journey mapping, service blueprinting, and design thinking - Familiarity with CX metrics and VoC methodologies, such as NPS, CSAT, CES, and FCR - Ability to balance strategic thinking with hands-on execution in a fast-paced environment - Strong analytical skills, with the ability to structure complex problems and enable data-driven decisions - Excellent communication, collaboration, and influence skills with internal and external stakeholders - Ability to operate autonomously and manage competing priorities WHY REMOTE Marqeta is a Flexible First company, and this role can be performed remotely anywhere within Ontario or British Columbia, Canada. BENEFITS Marqeta offers a range of benefits, including a flexible work arrangement, opportunities for professional growth and development, and a comprehensive health plan.