Mqreferrals

Customer Experience Manager

New York, USA

Sponsorship not specified$123k-$154kDetected 1 day ago

LLMsCRMCustomer SupportZendeskCommunicationCollaboration

About the role

As Marqeta's CX Manager, you will be at the forefront of transforming customer experience into a competitive advantage.
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.
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.

Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows.
Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities.
Partner and lead relationships with key external agencies in partners in support of the CX strategy.
Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients.
Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities.
Experience managing or coordinating with BPO partners and various geographical sites
Katie Clark, Head of Partner Operations & Experience Transformation

5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment
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
3+ years in fintech, banking, payments or financial services operations
Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.)
Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations

A tier for the most expensive working areas, like the San Francisco Bay area and New York City.
Visit this page or consult with a Recruiter to determine which tier would be applicable to you.

To support Flex First, we calibrate pay to a competitive value according to working location.

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.
Bachelor degree or equivalent education

This listing is sourced directly from Mqreferrals's careers page and normalized into a canonical job model.