Executive Opportunity

A growing fintech organisation in Estonia is seeking a Fintech Customer Experience Strategy Director to redefine how customers interact with its digital financial products across onboarding, payments, account management, support, and ongoing engagement.

This role combines customer strategy, digital product design, behavioural analytics, service operations, and commercial performance. You will establish a customer-centric operating model while ensuring that exceptional experiences are supported by efficient technology and measurable business outcomes.

Strategic Responsibilities

• Develop the organisation’s long-term customer experience strategy.
• Map and optimise customer journeys across acquisition, onboarding, transactions, servicing, and retention.
• Identify friction points using behavioural data, customer research, operational analytics, and direct feedback.
• Partner with product and engineering teams to redesign digital experiences.
• Establish customer-experience KPIs covering conversion, activation, retention, satisfaction, resolution time, and customer effort.
• Lead strategic initiatives to simplify financial processes and reduce unnecessary customer friction.
• Develop approaches to personalised customer engagement using data and intelligent automation.
• Work with customer operations to improve service quality and digital self-service.
• Collaborate with compliance teams to ensure regulatory requirements are incorporated into customer journeys without unnecessary complexity.
• Establish experimentation and continuous-improvement frameworks.
• Present customer insights and strategic recommendations to executive leadership.
• Mentor senior customer-experience and product professionals.

Candidate Profile

• 8+ years of experience in customer experience, digital product, fintech, banking, consulting, or technology.
• Proven experience leading customer-transformation programmes.
• Strong understanding of digital financial journeys and customer behaviour.
• Experience using analytics and experimentation to improve measurable customer outcomes.
• Strong understanding of product development, UX principles, service design, and digital operations.
• Excellent strategic communication and stakeholder-management skills.
• Strong commercial understanding and ability to connect customer improvements to business performance.

Why This Role

The objective is not simply to make interfaces more attractive. You will redesign the entire financial customer experience, connecting product, technology, operations, data, and service into a coherent digital journey.

Ideal Candidate: A strategic customer-experience leader who understands fintech deeply and can turn complex financial processes into simple, intuitive, and commercially valuable experiences.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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