This is a cross-functional position combining customer experience, operational excellence, service design, analytics, and fintech operations. You will examine the complete customer journey—from onboarding and verification through transactions, support, and ongoing account management—and identify opportunities to make every stage more efficient.

What You Will Lead

• Customer onboarding and account-opening experiences
• Digital verification and customer-support processes
• Transaction-related service operations
• Customer communications and service workflows
• Operational performance and service-quality programmes
• Process automation and continuous improvement
• Customer feedback and experience analytics

Key Responsibilities

• Map and analyse customer journeys across digital financial products.
• Identify operational friction and develop practical improvement programmes.
• Establish service-quality standards and operational KPIs.
• Work with product and engineering teams to improve customer-facing workflows.
• Analyse customer feedback, support data, and operational performance.
• Lead initiatives that reduce unnecessary manual processes.
• Develop scalable operating procedures for growing customer volumes.
• Coordinate with compliance teams to ensure customer processes meet required controls.
• Improve escalation, complaint-management, and service-resolution processes.
• Introduce automation where it can improve speed, consistency, and customer experience.
• Produce management reports highlighting trends, operational risks, and improvement opportunities.
• Support new product launches by developing appropriate operational processes.

Ideal Candidate

• 5+ years of experience in fintech operations, digital banking, payments, customer experience, or financial services.
• Strong understanding of digital customer journeys.
• Experience managing operational improvement programmes.
• Comfortable working with product, technology, compliance, and customer-service teams.
• Strong analytical and process-improvement skills.
• Experience with CRM, workflow, analytics, or automation platforms.
• Excellent organisational and communication abilities.
• A customer-centric but commercially disciplined approach to problem-solving.

The Opportunity

This role offers the chance to influence the entire customer operating model of a modern fintech—from the first digital interaction to long-term customer engagement—while helping build efficient, scalable financial services for customers in Estonia and wider European markets.