A growing fintech business in Estonia is looking for a Fintech Customer Experience Director to define and elevate the end-to-end experience customers receive across its digital financial products.

This is a strategic leadership position focused on making complex financial services simpler, more transparent, and easier to use. The successful candidate will bring together customer insight, product design, service operations, analytics, and technology to create a consistent experience across the customer lifecycle.

The Role

You will establish the customer-experience vision and work across product, UX, engineering, operations, compliance, and customer support to identify friction and improve every major interaction—from registration and verification through everyday financial activity and support.

Responsibilities

• Define the customer-experience strategy across digital financial products.
• Map and continuously improve key customer journeys.
• Identify friction across onboarding, verification, account management, payments, and support.
• Establish customer-experience KPIs and reporting frameworks.
• Combine customer research, behavioural data, feedback, and operational insights to identify improvement opportunities.
• Partner with UX and product teams on service and interface improvements.
• Work with engineering teams to translate experience requirements into practical product changes.
• Collaborate with compliance teams to improve regulated customer journeys without compromising required controls.
• Develop customer-feedback and service-quality programmes.
• Analyse customer complaints and recurring operational issues to identify systemic improvements.
• Present customer-experience insights and strategic recommendations to executive leadership.
• Establish a culture of continuous customer-focused improvement across the organisation.

Candidate Profile

• 8+ years of experience in customer experience, digital banking, fintech, product, service design, or technology-led financial services.
• Proven experience leading complex customer journeys across digital platforms.
• Strong understanding of fintech customer behaviour and digital product economics.
• Excellent analytical, communication, and stakeholder-management skills.
• Experience working with UX, product, operations, technology, and compliance teams.
• Strong ability to translate customer insight into measurable business improvements.

What Success Looks Like

Success means customers can navigate financial products with greater clarity and confidence while the organisation gains stronger visibility into customer needs, friction points, and service performance.

Why This Opportunity

The role provides broad organisational influence and the opportunity to shape how customers experience a modern fintech platform from first interaction through long-term engagement.

Ideal Candidate: A customer-centric executive who combines strategic leadership, digital-product knowledge, data, and service-design thinking.

Are you interested in this position?

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

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