We are looking for a strategic Head of Fintech Customer Experience to transform how customers interact with digital financial products.

This leadership position is focused on understanding customer needs, removing friction, improving digital journeys, and ensuring that product and service experiences consistently meet high standards.

The Mission

You will own the customer-experience strategy across digital financial services, bringing together product design, customer insights, service operations, analytics, and technology.

Your objective will be straightforward: make financial products easier to understand, easier to use, and more valuable to customers.

Strategic Responsibilities

• Develop and execute a company-wide fintech customer-experience strategy.
• Map customer journeys across onboarding, payments, account management, support, and retention.
• Identify friction points and prioritize improvements based on customer and business impact.
• Establish customer-experience KPIs and measurement frameworks.
• Analyze customer feedback, behavioral data, complaints, and service trends.
• Work closely with product and UX teams to improve digital experiences.
• Partner with customer operations to improve service quality and resolution processes.
• Establish customer research and feedback programs.
• Lead initiatives designed to improve onboarding, activation, retention, and customer satisfaction.
• Present customer insights and strategic recommendations to executive leadership.
• Ensure customer-experience considerations are incorporated into product development.
• Build a culture of continuous customer-focused improvement.

Candidate Profile

• 8+ years of experience in customer experience, digital product, fintech, banking, SaaS, or technology.
• Previous leadership experience across customer or product-related functions.
• Strong understanding of digital customer journeys.
• Experience using customer analytics and behavioral data to guide decisions.
• Excellent knowledge of UX principles and service design.
• Strong strategic thinking and commercial awareness.
• Excellent communication and executive stakeholder-management skills.
• Proven ability to lead cross-functional transformation programs.

What Success Looks Like

You will be successful when customers can move through critical financial journeys with less friction, greater confidence, clearer information, and stronger trust.

The role will measure impact through customer satisfaction, onboarding completion, retention, service efficiency, product adoption, and other meaningful customer and commercial indicators.

Why This Role

This is an opportunity to shape customer experience at a strategic level within Estonia’s technology-driven financial-services environment. You will have broad influence across product, technology, operations, and customer strategy.

Ideal candidate: a customer-focused leader who combines strategic vision with analytical discipline and knows how to turn customer insight into measurable improvements in financial products.

Are you interested in this position?

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

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