We are seeking a Fintech Customer Experience Strategist to examine the complete customer journey across digital financial services and identify opportunities to make interactions clearer, faster, more intuitive, and more effective.

This is a cross-functional strategic role combining customer research, service design, behavioral analysis, digital experience, and fintech operations.

What You Will Own

You will examine the customer experience from the first interaction through onboarding, account usage, payments, support, retention, and long-term engagement.

Rather than focusing on a single interface, you will consider how technology, processes, communication, policies, and human support collectively shape the customer experience.

Core Responsibilities

• Map end-to-end customer journeys across digital financial products.
• Identify friction points within onboarding, payments, account management, support, and other customer processes.
• Conduct customer research through interviews, surveys, behavioral analysis, and feedback programs.
• Convert customer insights into actionable experience improvements.
• Work with Product, Design, Engineering, Operations, Compliance, and Customer Support teams.
• Develop customer-experience strategies aligned with commercial and operational objectives.
• Analyze customer behavior, conversion, retention, complaints, and service-performance data.
• Establish experience metrics and reporting frameworks.
• Improve digital communications, customer journeys, and service processes.
• Participate in the design and testing of new fintech products and features.
• Develop customer personas, journey maps, service blueprints, and experience principles.
• Identify opportunities to reduce unnecessary complexity while maintaining appropriate financial controls.

Ideal Professional Profile

• 5+ years of experience in customer experience, service design, digital product strategy, UX strategy, fintech, banking, or a related discipline.
• Demonstrated experience improving complex digital customer journeys.
• Strong understanding of digital financial products and customer behavior.
• Experience using qualitative and quantitative research to support business decisions.
• Strong analytical, presentation, and storytelling capabilities.
• Ability to work effectively across technology, product, operations, and business teams.
• Familiarity with journey-mapping, service-design, experimentation, and customer analytics methodologies.

Why This Role Matters

Financial technology is ultimately experienced by people, not systems. This position gives you the opportunity to influence how customers understand, access, and use sophisticated financial services while working closely with the teams responsible for building and operating them.

The ideal candidate combines strategic thinking with practical execution and has a strong instinct for identifying where complexity can be removed without compromising functionality, security, or operational integrity.

Are you interested in this position?

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

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