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Senior Manager of Customer Experience

13 Nov, 2024

  • usaMexico
  • usaFull Time
  • usaCustomer Experience Operations
  • usaRemote
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**Overview:** - Kueski is a leading BNPL and online consumer credit platform in Latin America, focusing on improving financial lives in Mexico. - Recognized as the top BNPL platform by Fintech Breakthrough and one of Mexico's most ethical companies by AMITAI. - Known for its innovative financial services, particularly Kueski Pay, which is preferred by a quarter of Mexico's top e-commerce merchants. **Key Responsibilities:** - Develop and execute a comprehensive customer experience strategy aligned with Kueski’s business goals. - Analyze and map the customer journey for B2B clients and end consumers to identify improvement areas. - Collaborate across product, marketing, sales, and operations teams for a seamless customer experience. - Establish and monitor KPIs to measure the effectiveness of customer experience initiatives. - Serve as the voice of the customer within the organization, presenting insights and recommendations to senior leadership. - Champion innovative approaches and technologies to enhance customer engagement. - Lead, mentor, and develop a high-performing customer experience team. - Stay current with industry trends and best practices in customer experience. **Requirements/Skills/Qualifications:** - Bachelor’s degree in Business, Marketing, Finance, or a related field; Master’s degree preferred. - Proven experience (8+ years) in a customer experience leadership role within the fintech or financial services industry. - Strong understanding of B2B2C business models and customer experience best practices. - Demonstrated success in developing and implementing customer experience strategies. - Excellent analytical and problem-solving skills, with the ability to interpret complex data. - Exceptional communication and interpersonal skills, with the ability to build strong relationships. - Strong leadership and team management abilities. - Ability to thrive in a fast-paced, dynamic environment. - Fluent in English. **Compensation & Benefits:** - Competitive salary. - Medical insurance. - Ample and flexible time off. - Mental healthcare benefits. - Eligibility for competitive stock options. - Commitment to building an inclusive and diverse team. - Reasonable accommodations during the hiring process. (Note: Specific compensation and benefits details are not provided in the summary.)
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