Role Overview
The Experience Manager will improve the end-to-end customer experience across digital financial products and services. The role combines customer research, journey analysis, product optimization, service design, and performance measurement to create simpler and more effective financial experiences.

Key Responsibilities

• Analyze customer journeys across digital banking and fintech products.
• Identify friction points within account opening, payments, transactions, and service interactions.
• Develop initiatives to improve customer satisfaction, engagement, and retention.
• Analyze customer feedback, behavioral data, service metrics, and product-performance indicators.
• Collaborate with product, design, technology, operations, and customer-service teams.
• Develop customer-experience improvement roadmaps.
• Support usability testing and customer research initiatives.
• Establish KPIs for measuring digital customer experience.
• Identify opportunities to simplify complex financial processes.
• Monitor customer-service trends and recurring complaints.
• Translate customer insights into actionable product and operational recommendations.
• Present experience-performance findings and strategic recommendations to management.

Candidate Profile

• Degree in Business, Marketing, Finance, Psychology, Design, Communications, or a related discipline.
• Experience in fintech, banking, digital products, customer experience, or service design.
• Strong understanding of digital customer journeys.
• Excellent analytical and communication skills.
• Experience working with customer data, feedback platforms, dashboards, or analytics tools.
• Strong stakeholder-management and problem-solving abilities.

What You’ll Bring
A customer-centered and analytical perspective, with the ability to turn behavioral insights and service data into meaningful improvements across digital financial experiences.

Are you interested in this position?

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

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